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Should Jira Software & Jira Service Desk Live in the Same Environment?

Atlassian, Jira, Jira Service Desk, ITSM

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A question often posed to Isos Technology is, "Should my Jira Software and Jira Service Desk (JSD) applications live in the same environment? Or should they be kept separate?" When originally created, JSD was an app for Jira Software. When you are installing the applications in their environments, JSD simply sits on top of Jira Software. However, Atlassian re-built JSD in the last few years, and it can now stand alone in its own environment if desired. Now, how to decide which path is appropriate for your organization? Here are a few items to consider...

Reasons FOR Staying in the Same Instance

  • Various Departments Using the Application:
    • If your intention for JSD is for the application to be used by various departments within your organization, such as accounting, marketing, HR, etc., it is best if Jira Software and JSD are in the same environment. This allows these teams to utilize configurations that have already been created. It also eases the onboarding of new departments. 
  • Using Jira Software & JSD Together:
    • If you plan on using Jira Software and JSD together to work on customer tickets, you should remain in the same environment. This allows for ease of use in the workflows between JSD tickets and bringing in, say, the development team to work on a ticket. If they're separated, the integration is not nearly as tight in the communication. 
  • Server Maintenance Apps Double Purchase:
    • When you have each application stacked together, you are not purchasing or having to maintain a separate server.
    • Also, if you have Jira Software and JSD in the same instance, you can take advantage of a single app purchase that can work for BOTH applications. 
    • If each application is in its own instance, you will have to purchase apps separately to accommodate each application. 

 

Reasons for NOT Staying in the Same Instance 

  • Public-Facing Service Desk:
    • If you plan to have a public-facing service desk that lives outside of your corporate network, then separating out the application from Jira Software is recommended. This way, it does not interfere with your VPN/corporate firewall standards. 
    • It is possible to keep these applications in the same instance and just expose JSD outside the network. However, this requires a lot of manual work and is not ideal. It is simply cleaner to split the instances in this case. 
  • Performance: 
    • If your team plans to use JSD to manage your assets through an app like Insight from Mindville, you could experience performance issues if you are managing a large number of assets. If this is the case, separating out the instances might be beneficial, so as not to impact Jira Software and its users. 
  • Separate Groups Managing the Applications: 
    • If there are two different groups managing Jira Software and Jira Service Desk, and they have no intention of ever speaking to each other, separating the applications might be beneficial. 
    • Also, if each of these teams have different expectations set for when the applications can be "down" for upgrades, patches, tuning profiles, etc., separating them into different instances allows each team to manage those updates how they wish, as opposed to having to coordinate together on those items. 

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TAGS: Atlassian, Jira, Jira Service Desk, ITSM

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