Atlassian Tooling

Jira Service Management – High velocity ITSM
OpsGenie – Automated alert response and On-call management
Confluence – Document Collaboration and Knowledge share
StatusPage – Incident Communications

What is IT Service Management (ITSM)?

IT Service Management (or ITSM for short) is much more than providing a means for end users to raise tickets for IT support. For sure, you need to be able to manage Change Requests, Incidents and Problems; however, ITSM has evolved to become an engaging experience in which all employees can interact with supporting teams and have their needs fulfilled through the delivery of a service. Yes, this could ‘just’ be a simple support request to reset a password, but behind the scenes all requests are going to be handled with the same care and attention, using predefined workflows and service levels to ensure that IT services are seen as an enabler and not a hindrance to getting stuff done!

What is Jira Service Management?

Jira Service Management is ‘High-velocity ITSM’; empowering Dev, IT Ops, and business teams to collaborate, respond to changes and deliver great customer and employee service experiences fast.

Key Features include:

Request Management

Manage work across teams with one platform so your employees and customers quickly get the help they need.

Incident Management

Bring your development and IT operations teams together to rapidly respond to, resolve, and continuously learn from incidents.

Problem Management

Group incidents to problems, fast-track root cause analysis, and record workarounds to minimize the impact of incidents.

Change Management

Empower your IT operations teams with richer contextual information around changes from software development tools so they can make better decisions and minimise risk.

Asset Management

Unlike legacy CMDBs, a flexible and open data structure allows teams to manage any asset. Efficiently track ownership and lifecycles, and reduce costs.

Configuration Management

Gain visibility into the infrastructure that supports applications and services. Anticipate the downstream impact of changes, so your dev and ops teams can manage risk and rapidly resolve incidents when they do occur.

Knowledge Management

Enable self-service, deflect more requests, and manage knowledge articles – all while fostering team collaboration.

Extend far beyond the boundaries of the IT department – Enterprise Service Management

Jira Service Management doesn’t stop there, not just with IT. Enterprise Service Management (or ESM for short) takes this to another level, rolling out the principles of service delivery to other core back office teams.

Do you want to raise a leave request or request a new employee be setup? Why not make a request via the new HR portal…
Do you need a contract reviewed or some legal advice? You should visit the Legal Service Desk…
Do you want to claim an expense or raise a payroll question? You guessed it, we have a FI portal for that…

All of these typical requests and many more can serviced via Jira Service Management, each team can customise their service catalogues and ticket workflows to suit their unique way of working, all whilst still using the same technology platform: Jira Service Management. This product really does help teams to ‘Work Differently, Together’, whilst providing a uniform interface and approach for all end-users.

Key Benefits

Improve Visibility

Jira Service Management provides an easy to use, intuitive interface to allow end users and support desk operatives to collaborate on tickets. Nobody should ever be in the dark about the status of their requests. As a requester I can easily see the current and historical updates and understand the current status; I can even allow visibility of my request to other members of my team.

Automate the mundane

We all say we’ll update that support request, or chase for some feedback, but sometimes life just gets in the way. Jira Service Management allows intelligent automation to be developed to look after the mundane so you can focus on more valuable tasks. This no-code/low-code approach can save 1000s of hours in productivity alone.

Collaborate to win

There’s nothing worse than an issue being put on hold pending the input of someone from a siloed team. Have they read the issue? Will they respond? Do they even care? Jira allows all teams to collaborate together on service requests so that issues are dealt with quickly and efficiently, reducing email ping-pong and improving the customer experience.

Power to the employee

Every end user can be equipped with the tools and know how to resolve issues for themselves or request services where needed through the intuitive self-service portal. Jira Service Management is integrated with Confluence (Atlassian’s collaboration and knowledge base toolset) so that users can quickly be directed to the answers they need. This seriously helps in the reduction of tickets that get raised allowing the support teams to focus on issues that really need their attention and end users getting instant support when needed.

Work Differently, Together

All teams are unique, with their own specific ways of getting stuff done, but that doesn’t mean we can’t all work together. Jira Service Management has out-of-the-box ITIL best practice processes, but these can be adapted to the way your teams work. The Jira Service Management platform can be used to support multiple teams such as Finance, human resources, facilities, marketing and more (not just IT!), each with their own ways of approaching service delivery. Team members can provide visibility and collaborate with others to get stuff done in the most effective and efficient manner.

Rapid ERP Services & Approach

Assessment – We will work with your current support teams to understand what you do today and how it is done. It is not unusual to uncover a plethora of different tools and processes in place, so we’ll create a roadmap to help guide you on your journey; identifying what should stay, what should be replaced/retired and how to get the best return for your investment
Implementation – We’ve worked with ITSM solutions for over 20 years; we’ve seen the good, the bad and the different, and have learnt a lot of lessons along the way. We’ll help design and implement a Jira Service Management solution that works around you (using Agile principles!), whilst still keeping true to basic principles of ITIL. And if you already have another ITSM solution, we can help migrate your data too.
Tooling & Add-ons – One of the biggest selling points of Jira Service Management is the marketplace apps. If you don’t find the functionality you already need out of the box, it’s more than likely there’s an application in the Atlassian ecosystem that delivers what you need. We’ll help you select the most relevant additional applications, whilst protecting you from selecting every shiny new toy in the toyshop.
Managed Services – Taking on a new enterprise application can be a daunting task, but how about if you could just get on and use it rather than having to worry about who was going to provide the administration and support? Why not leave the admin and support to us, so your team can get on with what they do best…
Training and Education – The beauty of the Atlassian toolsets is their approachability and intuitive nature. Anyone can log on and get going. However, if you want help with initial user on-boarding or want to dive deeper under the covers uncover hidden potential we can provide you with tailored training to ensure that you can leverage the full potential of Jira Service Management
License Sales – Whether you want to understand the costs of running Atlassian products, renew your existing licenses, get advice on license consolidation or just participate in a Free Trial; why not reach out to us to understand your options… We’re not high pressure sales people as we fully believe the Atlassian portfolio of tools and our services are so good they sell themselves!

Find Out More

Contact us today to find out how Jira Service Management can revolutionise your approach to ITSM.