Jira Service Desk vs Custom Jira ITSM Workflows

[Manny Reyes]

We are looking into migrating from our current Service Management software (SNow) to Jira.  We would like the new Jira environment to align with the DEV/Ops side of the house, for reporting.  

Is it best to build out customized workflows using Jira Software, or should we go with Jira Service Desk?  If we decide to go with Jira Service Desk, how customizable is it?

[Ashkan Malekly · Accepted solution]

Hii @Manny Reyes 

Absolutely jira service desk is very simple and good but in my opinion, in our company with large size we have to build out customized workflow cause, many problems or many cultures in a company are there that maybe there are not in your company and Atlassian maybe not consider them. So I recommend you build your desire workflow by considering the suggestions of Atlassian jira workflow. This page may be useful.

[Manny Reyes]

Thank you for the perspective.