Service Desk is now an application on its own and no longer an add-on to JIRA. https://www.atlassian.com/software/jira/service-desk

Ironically the two boards end up being the same with the same options. The difference is that the Scrum board adds a layer of organization and planning in front of the eventual board. If you want to simply display issues and organize them, use Kanban. If you are planning sprints, use Scrum.

We have found that creating an issue type to specifically track an initiative, or a major feature to be the most effective. You add all the needed fields to flesh out required reporting in this “Project Management” issue type and keep the burden away from the development team.