Move an existing service space to the ITSM template
Instead of re-creating your space, we recommend that you enable ITSM work categories in your current space by going to the Features page in your Space settings. Find out how to add work categories to any of your service spaces.
No matter which service space template you started with, you can now access the full capabilities of Jira Service Management by adding IT service management (ITSM) work categories to your existing service space. Find out how to add work categories to any of your service spaces.
However, if you’d rather re-create your existing space as an out-of-the-box ITSM space, you’ll need to create a brand new ITSM space and replicate your existing setup within it. We only recommend a manual move if you have a strong understanding of Jira configuration and your existing space has minimal customization. Manually moving existing service spaces to the new ITSM template is not recommended for large and complex spaces that have been highly customized.
You need to be a Jira admin to move your existing space to theIT service management template.
Learn about the IT service management template
The IT service management template has been designed for the needs of DevOps and IT, with many new features also suited to HR, Legal, and other organizations. The template comes with ITIL practices and categories embedded into the navigation. These categories contain features that help you structure your work, break down silos between teams, and facilitate high-velocity service management. Read about the new IT service management template.
Ensure the IT service management template suits your team
When you create a new ITSM space, you can take an onboarding tour to learn about the new features and decide if it’s the right choice for you and your team.
Compare your current space with the ITSM space, and take note of the differences between the available features and their configurations. Consider your request types, work types, workflows, SLAs, automations, reports, and anything else that’s important to your team.
If your space uses, or is similar to the previous IT service desk template, and has minimal customization, it might be a good fit for manually moving to the IT service management template. Find out how to set up an ITSM space.
Follow best practices for moving to the new IT service management template
You’ll need to configure the new IT service management template so that it recreates the setup of your existing space and meets the needs of your team and work.
1. Associate work types with the new space and update your workflows
You can use your existing work type configuration by associating it with your new space. This will allow you to leverage all your existing workflows and field configurations when you create new request types. You can also use one of the out-of-the-box work types provided in the new space.
Once you’ve moved your work types into your new space, you can pull your workflows from these work types. If you’ve made very few changes or customizations to your workflows, you could instead modify the default workflows to suit your needs. Read about Jira Cloud workflows.
To associate your work types with the new space:
From your service space, select Space settings, then Request management, then Work types.
Select Actions.
Select Edit work types.
Drag and drop the work types you want to associate with the new space from the right column ‘work types for current schemes’, to the left column ‘Available work types’.
2. Recreate your request types and set up work categories
Re-create your request types in your new space, and set up your request forms and work view. You can use the base configuration from the work types you’ve added, or modify the default work types. You’ll also need to assign your request types to work categories and reconfigure your portal groups.
Find out how to set up request types in Jira Service Management.
Read about work categories and how to use them in your service space.
Our recommended approach to categories is to modify the request types in the 'service requests' category to replicate your existing request types, modify the request types in the ‘problem’ category if needed, and to leave the request types in the ‘change’ and ‘incident’ categories as is.
3. Reconfigure automation
Recreate your automation rules so that everything continues to run smoothly. You’ll need to copy across any rules you created in Legacy Automation and re-create any custom rules you configured in your existing space.
Your global automations will still work without any reconfiguration, but it’s best to check to make sure your rules are running smoothly. Legacy and space automations will need to be re-created.
For change management automations, we recommend using our out-of-the-box change request type and customizing it to suit your needs, as the ITSM space’s risk assessment features will work best with this request type.
4. Set up your SLAs
Copy over your SLAs so that you can continue to track how well your team is meeting the level of service expected by their customers. Find out how to set up your SLA goals.
5. Prepare your reports
Set up your reports and dashboards so that you have a better understanding of what’s happening in your new space. Think about your reporting gaps; you may need to report on both spaces for a time during the move from one space to another.
Make sure you move across your existing requests to the new space if you need historical reporting. If you want a fresh start, you can skip this step.
6. Move existing requests to your new space
When you’re ready, you can move across the requests from your existing space to your new space.
7. Help your admins, agents, and help seekers adopt the new template
Add your team to the new space, and set up your permissions as they are in your existing space.
Let your agents and space admins know the change is coming, and give them an idea of what to expect so that they can get working right away when it arrives. Read about global permissions.
Was this helpful?