See why customers prefer Jira Service Management and be ready to bring your ITSM into the 21st century
With the expansion of digital business and distributed teams, traditional norms of team structure and ways of working are becoming increasingly challenging. Now, modern support, operations and business teams must come together to deliver the best digital service experience. However, traditional service management is full of inflexible systems and processes that do not allow team collaboration that is necessary for today’s modern enterprises.
Organizations need “autonomy with alignment”: a balance between working fast and the way they want to while maintaining visibility and connection to the teams around them.
Jira Service Management is Atlassian’s IT service management (ITSM) solution. Built on the same foundation as Jira Software, it includes both core ITIL use cases and business-centric use cases known as Enterprise Service Management (ESM). Teams use Jira Service Management to centralize and respond to service requirements, respond to incidents, facilitate and automate changes, collect and maintain knowledge, manage assets and configuration items, etc.
Compared to traditional service management solutions, Jira Service Management connects development teams, IT operations and the overall business on a single platform. In doing so, Jira Service Management unlocks high-speed teams by accelerating workflow, delivering faster time to value, and enabling agility and collaboration to respond to change and deliver great service experiences.
45,000 customers trust Jira Service Management
Leader in The Forrester Wave: Enterprise Service Mangement, Q4 2021
Gartner released its annual Gartner® Magic Quadrant™ for IT Service Management Platforms: an in-depth analysis of the ITSM landscape, market direction, and vendor solutions available to customers. In which, Gartner named Atlassian as a Leader in Enterprise Service Management and gave them the highest possible strategy score within this evaluation.
In their 2022 Buyer’s Guide to ITSM Platforms, Gartner found that "8 out of 10 IT IT organizations overspend on IT service management (ITSM) platform subscriptions by half of the contract value because they purchase functions that do not get fully used."(Gartner, 2022)
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high-velocity service management
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.