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With the end of Atlassian Server support, it's time to create your migration plan to Atlassian Cloud. Let's go over the basics of what you need to...

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bit2bit Americas receives Atlassian Partner of the Year 2023 IT Service Management Solutions. Atlassian announced today that bit2bit Americas...

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Estrella Roja, an important Mexican transportation company, transforms its request management with Jira Servic...

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The cloud has transformed the economics of infrastructure, essentially crumbling the barrier to entry for building ...

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Atlassian Data Center Price Change. On Tuesday, January 16th, Atlassian announced a price increase on its Atlassian Data Center...

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Building quality software in Jira with AI enabled Test Management is possible with QMetry. Join us to know more about these features...

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Everything new on the Atlassian platform. Do you use Jira Software or Jira Service Management and don't know the new features?

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We are excited to announce our Partnership with Datadog, an essential monitoring and security platform for cloud applications which ...

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The technology support team at Mutualser, one of the leading EPS in Colombia, had implemented the processes...

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bit2bit Americas transformed the project management process of a mining company using agile practices.

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Important Mexican bank migrates from ServiceNow to Jira Service Management for ITSM processes

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bit2bit Americas migrated to Atlassian's Cloud Premium platform in an important bank in Central America.

What are ITSM processes? ITIL version 4 recently went from recommending ITSM “processes” to introducing 34 ITSM “practices”. Their reasoning for this updated terminology is that “elements such as culture, technology, information and data management can be considered to get a holistic view of ways of working”. This more comprehensive approach better reflects the realities of modern organizations.

 

Here, we will not concern ourselves with nuanced differences in the use of practice or process terminology. What’s important and true, no matter what framework your team follows, is that modern IT service teams use organizational resources and follow repeatable procedures to deliver consistent and efficient service. In fact, leveraging practice or process is what distinguishes ITSM from IT.

Change management ensures standard procedures are used for efficient and prompt handling of all changes to IT infrastructure, whether it’s rolling out new services, managing existing ones, or resolving problems in the code. Effective change management provides context and transparency to avoid bottlenecks, while minimizing risk. Don’t feel overwhelmed by these and the even longer list of ITIL practices.

Problem management is the process of identifying and managing the causes of incidents on an IT service. Problem management isn’t just about finding and fixing incidents, but identifying and understanding the underlying causes of an incident as well as identifying the best method to eliminate the root causes.

Incident management is the process to respond to an unplanned event or service interruption and restore the service to its operational state. Considering all the software services organizations rely on today, there are more potential failure points than ever, so this process must be ready to quickly respond to and resolve issues.

IT asset management (also known as ITAM) is the process of ensuring an organization’s assets are accounted for, deployed, maintained, upgraded, and disposed of when the time comes. Put simply, it’s making sure that the valuable items, tangible and intangible, in your organization are tracked and being used.

Is the process of creating, sharing, using, and managing the knowledge and information of an organization. It refers to a multidisciplinary approach to achieving organizational objectives by making the best use of knowledge.

Is a repeatable procedure for handling the wide variety of customer service requests, like requests for access to applications, software enhancements, and hardware updates. The service request workstream often involves recurring requests, and benefits greatly from enabling customers with knowledge and automating certain tasks.

It’s simply not enough to have an ITSM solution – you need one that actually accelerates how your teams work.

Atlassian’s ITSM solution unlocks IT at high- velocity by streamlining workflows across development and operations at scale. Meaning what was once many siloed teams with different ways of working, are now integrated and much more collaborative than ever before.

ITSM benefits your IT team, and service management principles can improve your entire organization. ITSM leads to efficiency and productivity gains. A structured approach to service management also brings IT into alignment with business goals, standardizing the delivery of services based on budgets, resources, and results. It reduces costs and risks, and ultimately improves the customer experience.