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Setting up separate Projects for each core ITIL Process.

Kim Galway
Contributor
June 5, 2025

Hi Community,

First, a big thank-you to Julia and Josh for sharing your experiences and thoughts on using a consolidated JSM project structure — your input has been incredibly helpful as we weigh our options.

That said, I’m still curious if anyone has taken a different approach by creating separate projects for each core ITIL process: Incident, Problem, Change, and Release.

If you’ve done this (or seriously considered it):

  • How did you structure the projects?
  • What drove the decision to split by work type?
  • How do you handle integration between projects (e.g., linking Incidents to Problems or Changes)?
  • What were the unexpected challenges, especially with:
    • Collaboration between teams?
    • Maintaining consistent SLAs or automations?
    • Unified reporting and dashboards?
    • Customer/agent experience across portals?

Did this approach improve long-term scalability and ownership — or introduce more friction?

Really looking to understand both the technical and organizational impact of going this route. Appreciate any insights or lessons learned!

Thanks again,
Kim

 

1 answer

1 vote
Kai Becker
Community Champion
June 30, 2025

Hi @Kim Galway 

thanks for your question. I would not recommend going that way and I haven't seen any customer in the last 10 years setting JSM up that way.

I curious whats your thoughts behind that scenario? Are these processes handled by completely different teams?

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