This important bank operated with two distinct business units, each utilizing request management, incident management, and change management processes. Interestingly, these processes were split between ServiceNow and Jira Service Management within the respective units. In an effort to enhance efficiency and standardize operations, the bank made the strategic decision to unify all these processes onto a single platform. After a thorough analysis of both technologies, it was determined that consolidating them within Jira Service Management was the most advantageous course of action. This consolidation not only streamlined processes but also paved the way for necessary improvements in change management and the introduction of the problem management process.
Collaborating closely with the customer, we jointly determined to initiate the essential ITSM processes from the ground up. Through collaborative working sessions facilitated by the bit2bit Americas team, we devised new process models and a comprehensive implementation strategy. These sessions harmonized the client’s requirements, their existing situation, and their expertise, blending seamlessly with the functional and technical prowess of the bit2bit Americas team. The outcome was the triumphant establishment of request management, incident management, change management, and problem management processes, all centered around a structured 4-tier service catalog. To guarantee the project’s success, bit2bit Americas provided steadfast support throughout the production release phase, extending over a duration of one month.
The technologies used in this implementation were the following:
The client rated us with 90%
satisfaction for the implemented project.
The client made the strategic choice to collaborate closely with bit2bit Americas due to their extensive experience and esteemed reputation as leading authorities in the field of IT Service Management (ITSM). Furthermore, our partnership is fortified by our distinguished status as both an Atlassian Enterprise Solution Partner and an Atlassian ITSM Specialized partner. The latter credential serves as a testament from Atlassian, affirming our partner’s proficiency in deploying ITSM solutions using their products. Moreover, our team possesses a multitude of technical certifications in Atlassian products and ITIL, affirming the comprehensive technical and functional competence of our specialists.
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.