After the past year, enterprise teams now have a deeper appreciation of what it takes to be effective collaborators, to share knowledge, and to take more control of their own IT service management (ITSM) needs. The hybrid work environment, with people working remotely part of the time, has created a heightened sensitivity to finding the best means of managing workflows across diverse workspaces and to resolving ITSM issues quickly. Enter Atlassian Jira Service Management: the anti-stress ITSM antidote that gives teams the power to create a service culture that better suits their needs and to work together more easily, across a hybrid environment, to reach their team objectives.
Teams have projects that either slowed down or were put on pause due to the pandemic. Forty8Fifty Labs, the 2020 Atlassian Partner of the Year: Services winner, sees Jira Service Management as the tool that can help teams get these projects to the finish line. Unlike traditional, one-size-fits-all ITSM tools, Jira Service Management goes beyond IT processes to enable legal, HR, finance – literally any team that interacts with IT – to build out its own service culture and service operations.
For example, one company’s HR team used Jira Service Management to create a service desk exclusively for employee departures. When an employee leaves the company, HR submits a ticket, and the automation engine creates child tickets and notifies the teams that manage account access so they can remove the terminated employee’s credentials.
Jira Service Management has more benefits, including:
Shared Visibility. At the same time that teams have more empowerment, Jira Service Management also gives them the power of visibility across the enterprise, through an open, collaborative platform. Teams can link issues across Jira and ingest data from other software development tools, so IT support and operations teams have richer contextual information to rapidly respond to requests, incidents, and changes.
Collaborative DevOps. Yes, DevOps teams still get value too. By adopting Jira Service Management for ITSM, Dev and Ops teams can share and link tickets, see work across teams, and collaborate seamlessly because they’re now all on the Jira platform.
Simplified Incident and Change Management. The automation available in Jira Service Management Premium save teams hours each month. Once an incident ticket is closed, Jira runs an incident report and creates action items that are tracked. Once a team creates one, that sets the mandate and alerts people to complete tasks as well. The alternative is time-wasting manual processes.
Full Integration Power. Jira Service Management integrates with Atlassian Opsgenie, Jira Software, Bitbucket, and Confluence to seamlessly orchestrate incident resolution processes that span development and IT operations teams. It also offers integration to the 1,000-plus integrations and applications on the Atlassian Marketplace to provide even more contextual information for making ITSM decisions.
Self-Service. Employees can find answers to common questions using a self-service portal. Teams can leverage Confluence as a knowledge base that surfaces relevant articles to deflect requests. Employees now get the help they need, without having to engage with an agent.
Unblock Your Future
This year Jira Service Management will celebrate its first anniversary. We at Forty8Fifty Labs are already seeing how Jira can help teams across the enterprise have a more productive ITSM experience – inside and out of the IT department. We’re also celebrating how Jira, through automation, and shared visibility, is helping teams work better together, to solve IT problems and to better serve their internal and external customers.
Reach out today to see how we can help you unblock your ITSM future.