What is Jira Service Management (JSM) Used For?

Hey Alex, hello from Australia - this is really helpful! Thanks so much for these videos. I found your channel a couple of days back (and subscribed of course!) when I was looking for more info on JSM from the end user (customer) perspective.
Most of the docs and training I've found so far focus heavily on the administrator and agent experience, but not so much on what the experience is like for the customers using the portal. It's highly configurable of course, but things like searching in the portal for my requests - I couldn't find a good explanation of the difference between "Created by anyone" and "Where I am a participant".

Given that the "go live" (or release) of a service request type could have impacts on an organisation's team processes (org change management - training, standard operating procedure updates, job role amendments etc), I'm particularly interested in being able to create story maps for designing, implementing and releasing a given service request type, so as to help with agile transformations for teams etc, moving off SNOW or manual systems, across to JSM.

If you could do a video stepping through designing & implementing a service request type *from the end customer perspective*, that would be fantastic. The reason this matters to me, is that if we can have the service request type as an Epic, and the various functionalities (e.g. "as a ABC customer, I want to provide my name and address, so that my laptop can be delivered to me by courier") captured as Stories, then I'm hoping it will help to configure, test & demo in a way that's customer centric, and easy for stakeholders to engage with.



Cheers!