Looking for ITSM & Jira Cloud Governance Document Examples

[Shirley Vong]

Hi,

I’m currently working on developing an ITSM and Jira Cloud governance document for our organization, and I’d love to learn from others who have gone through this process.

If anyone has created a governance framework or document that outlines best practices, roles and responsibilities, change management, configuration standards, or usage policies for Jira Cloud (especially in an ITSM context), I’d be incredibly grateful if you could share it or point me to any helpful resources.

Some specific areas I’m looking to cover include:

• Governance structure and decision-making processes
• Role definitions (e.g., admins, project leads, service desk agents)
• Change management and configuration control
• Standards for workflows, issue types, and custom fields
• Integration and automation guidelines
• Reporting and compliance practices

Any templates, examples, or lessons learned would be greatly appreciated!

Thanks in advance for your support and insights.

Best regards,

[Christopher Yen]

Hi @Shirley Vong , welcome to the community!

Personally I think these sorts of things are better off simple and tailored to your organization's needs or else they will not be read or utilized. Typically I will create a policy for each ITIL / ITSM practice (incident, requests, problem, change etc) and in each policy I along with sponsors & stakeholders will define the scope, objectives, definitions, roles and responsibilities / RACI, SLAs, and cover any compliance requirements you need in writing. These should all differ quite a bit based on the needs of each organization.

A change control practice should cover a good number of your points and could be a good place to start. 

Some resources:

• ITIL Service Operation - High level view of the ITSM practices and these could serve as a basis for your policies
• Some ITIL aligned templates 

Hopefully this helps!