2 min read

Should my Jira Service Management instance be separate from Jira Software?

By Morgan Folsom on Jan 29, 2021 2:04:24 PM

Blogpost-display-image_Should my Jira Service Desk instance be separate from Jira Software-As companies grow either organically or inorganically, many are faced with the decision of whether they should consolidate or keep their Jira instances separate. Today I'm going to address one specific flavor of this conundrum that I am often asked about, specifically with regards to separate instances of Jira Software and Jira Service Management. Some organizations choose to have separate instances for Jira Service Management and Jira Software, but I am here to tell you that is probably not necessary!

Although Jira Software and Jira Service Management are different products, there is no need to keep them separate. The most efficient companies use both in a single instance, so that teams can collaborate much more easily. As organizations adopt DevOps or start to think about it, one of the first things that is looked at is how IT interacts with the development organization. If these two groups are working in separate Jira instances, collaboration and clear understanding of ownership and handoffs is much more difficult. For example, It is much easier to link an incident that was submitted to the service desk to an associated bug if all of those tickets live in the same instance. While you can link to tickets in other instances, that requires users be licensed in both and have a clear understanding of where the work lives. Working in a single instance removes the need for potential duplicate licenses and ensures teams can communicate clearly. 

Occasionally teams use separate instances due to security considerations. However, in almost all situations your security concerns can be addressed by project permissions, application access, and issue security. There are few cases that Jira's native security features won't account for. 

Finally, let's look at this from a user experience perspective. One of the most prominent complaints that we see as organizations undertake their digital transformations are that users have to keep track of too many tools, a pain that I've felt in my career as well. Trying to remember where to log in for a specific subset of your work can be a headache. If your Jira Service Management and Jira Software instances are separate, they'll have two separate URLs that users have to navigate to. Signing into multiple locations and using different URLs adds an extra step where there need not be one.

Since you've already made the great decision to use both Jira Software and Jira Service Management, you might as well reap the benefits of the easy connection between the two so your teams can focus on what matters, rather than managing their tools. 

Are you looking to merge your Jira instances? Contact us, we know all about how to do that, and would love to help.

Topics: jira atlassian blog optimization tips integration project-management jira-core merge jira-service-management
2 min read

Which Jira Product Do I Need?

By Morgan Folsom on Oct 29, 2019 11:53:00 AM

Atlassian, the developer of Jira, has a wide variety of products. If you're here, you're probably wondering about a few specifically:

  • Jira Software
  • Jira Service Desk
  • Jira Core

Particularly, what the heck is the difference between them? Which is better/ Which do I need to use? Can I use more than one? Take a look to learn more about each Atlassian Jira product and discover which tool makes sense for your team. 

Jira Software

When you're thinking of Jira, it's most likely you're thinking of Jira Software, Atlassian's biggest Jira (and oldest) product. If you're a user in a Jira Software Instance you can:

  • Work in Software projects
  • View issues in kanban or scrum boards
  • Run sprints
  • Track releases

If you're developing code or are running your teams in an Agile way, Jira Software is likely for you. 

Jira Service Desk

Jira Service Desk, on the other hand, is Atlassian's answer to ITSM (IT Service Management) —it gives you customer portals and the ability to allow unlicensed users to submit tickets to your team. 

If you're working as an agent in a Jira Service Desk instance you can:

  • Work in Service Desk projects
  • Work on tickets submitted through a customizable customer portal
  • View issues in queues
  • Track Service Level Agreements (SLAs)

If your team manages request intake (internal or external) and are tracking SLAs or service requests, Jira Service Desk may be your answer.

Jira Service Desk is ITIL certified, but any team can use it. For more information on this, watch this Webinar to hear how non-technical teams can use Atlassian.

Jira Core

Jira Core is Atlassian's business team offering. If you want to track projects without too many bells and whistles, Jira Core and its "Business" projects will get you there. 

With Jira Core any team can do things like:

  • Manage projects or campaigns
  • Track assets
  • Anything that requires moving work through a workflow

Jira Core ships with both Jira Software and Jira Service Desk, so if your organization has either already, then you can try out a business project today. 

So what do I do now?

Any Jira instance can have any combination of these three products, which makes it very easy to cover multiple parts of your organization.

Each offering brings a number of ways to make Jira work for you and your team, and each type of instance lets you customize everything from permissions to specialized workflows to better fit your organization. 

Now that you've got that figured out, contact Praecipio Consulting to help with your licensing needs or to simply help you get started.

Topics: jira jira-service-desk jira-software jira-core

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