Setting up separate Projects for each core ITIL Process.

[Kim Galway]

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