I'm setting up my first proper service desk. I need a secure proof of concept, but the options are overwhelming. I'm looking at Jira Service Management and a few other cloud-based ITSM tools.
For those who have been through this, where do you even start? I'm worried about missing a key security or compliance requirement early on that will force a restart later. What were the biggest pitfalls in your initial POC setup? Specifically around user provisioning, data isolation, or audit logs.
bg
Starting with a simple access matrix for your POC users really helped me. It forced me to map out who needed what early on, before the tool got complicated.
For Jira Service Management, their audit log is decent, but make sure you test exporting those logs. We had a small scare when we realized our retention plan wasn't set up in the POC phase.
What would you recommend focusing on first? I'm always curious how others prioritize.
That's a great point about the access matrix. Forcing yourself to define "read-only" vs "editor" early on makes everything else clearer, especially for auditing later.
The audit log retention warning is super practical, thanks for sharing that. I'd probably miss that step.
Focusing first on the data your POC will actually handle seems wise to me, maybe even before user roles? Like, making a list of the most sensitive dummy data fields to protect.