Device42 is the leading Hybrid IT Discovery and Dependency Mapping solution. One of its usage scenarios is the discovery of technology assets, which are stored in the product’s CMDB (Configuration Management Database). On the other hand, Jira Service Management (JSM) is an Atlassian product that serves as a platform for implementing ITSM solutions and has an IT Asset Management module, which can be integrated with other solutions. In this context, Device42 required a Jira app (a marketable module) in order to achieve an integration between both products so that organizations can use them in a natural way. The app allows the compilation of IT assets information and their dependencies from Device42’s CMDB. This information can be visualized in the IT assets tree of Jira Service Management’s IT Asset Management module.
Device42 requested bit2bit Americas to create this Jira app, which had to be available 24/7 and be ready to scale in the face of a growing user demand. In this context, a solution with the following features was implemented:
The app can be viewed here.
The technologies used in this implementation was the following:
Device42 rated us with 90% of
Expectations were high as Device42 needed a partner with experience, the ability to understand their processes and needs, and above all, be able to provide high-quality work and teamwork. Device42 came to bit2bit Americas for having the necessary knowledge and experience.
"The whole process went very smoothly. The bit2bit Americas team integrated well with
our product and engineering team, and did a great job communicating project status
and providing constant feedback. They were also very flexible and adapted well
to the constant reprioritization of features."
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.