
What’s Changing?
We are migrating from our current platform, Jira Software, to Atlassian's IT Service Management (ITSM) product, Jira Service Management (JSM). While Jira Software has served us well, it was primarily designed as a project management tool rather than an IT support platform. Moving to JSM, which is specifically built for IT Service Management, will align our system more closely with our needs.
What is IT Service Management (ITSM)?
IT Service Management (ITSM) refers to the processes and activities involved in designing, delivering, managing, and improving the way IT is used within an organization. It ensures that IT services are aligned with the needs of users and supports the organization's overall goals. In simple terms, ITSM helps us manage IT services efficiently and effectively, ensuring you receive timely and reliable support.
Benefits of the New Platform
Next Steps
We plan to complete the migration tomorrow, Wednesday, July 24th, after hours. Once the migration is complete, all users in the system will be divided into two groups: Agents and Customers.
- Agents: These individuals will work on the back end, developing, handling implementations, and performing testing.
- Customers: This group will consist of all individuals who submit requests, traditionally referred to as Reporters. Post-migration, there will be no need for Customers to access the back end.
JSM introduces a new portal feature that significantly reduces the learning curve for submitting projects to the various governance groups. We appreciate your understanding and cooperation as we work to improve our IT services. If you have any questions or concerns, please do not hesitate to reach out.