Same project for different ITIL practices

[Paul TEODORESCU]

Hi,

If I create only one project for all ITIL practices (incident, problem, change, service request, etc.), how would the following may be impacted:

• ITIL worker form (what IT worker fills in when opening any type of ticket). If I mandate a certain field for incident, would that field be presented also in the change form?
• SLA for different type of issues - e.g. a P1 for incidents will be different than a P1 for problem tickets.

Thank you

[Dirk Ronsmans · Accepted solution]

@Paul TEODORESCU ,

The ITIL practices are split by issue type in your JSM project.

So if the agent creates an Incident or a Change they would select a different type at the start.

A field that is mandatory through the field configuration scheme will be mandatory for the issues types that all use that same scheme.

Meaning that if you create a different field configuration schemes for each respective issue type.

SLA's are managed in a similar manner. On your SLA you can set a goal through a JQL filter. That filter will then contain the issue type it is valid for. Meaning you can have 1 SLA but different goals for each issue type/itil practice (and refined further by priority or other properties)

[Paul TEODORESCU]

Thanks Dirk!

So you would not recommend creating different projects for each ITIL practice, rather keep it all under one project?

[Paul TEODORESCU]

Or to put it differently, when would one create different projects for each ITIL practice? What are use case scenarios for such implementations?

[Dirk Ronsmans]

Indeed!

I would definitely keep all of them in the same JSM Project. The only reason imho to create multiple projects (which would then have the same ITIL practices) would be if the people treating the issues would be different.

e.g. an HR Servicedesk / Facilities Servicedesk / IT Servicedesk

If you would split up the practices in multiple projects, that would mean that the agents also need to jump from project to project to do their work.