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Nativa: ITSM Processes

This combination resulted in the improvement of our client’s management monitoring and control processes. See the success story below:

Initial situation

The Holding of Payments nativa used an unfriendly Open Source tool and spreadsheets as technological support for its management, after-sales, commercial attention, change management and software development processes demands, which were limited and incomplete for the development of these tasks. As a result, the work teams carried out manual activities, deficiency in the integration between processes, difficulty in generating indicators, etc. The end users of these processes were both external clients and collaborators, so the opportunity for improvement was significant.

Desired situation

To have a centralized technological platform to integrate and support all the previously mentioned processes, through SLAs for the start-to-end monitoring of each process.

Solution

The previously mentioned processes were implemented in an integrated manner and the creation of tickets and generation of SLAs was automated. For this, the bit2bit Americas methodology for process implementation was applied using the Jira Service Desk, Jira Software, Confluence, Tempo products, Insight Asset Management, Issue Matrix and CuPo. The joint work of nativa and bit2bit Americas allowed the solution to be successful.

Testimonial

“For nativa, the implementation of Jira has meant a before and after when it comes to monitoring and management control. It has been possible to give visibility to the demand, monitoring and control is now easier. And part of this achievement is thanks to the support and advice we have had from bit2bit as an ally in the implementation of a solution adapted to our needs. “

Yolimar Chavez, Demand Manager

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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 ā€œelements such as culture, technology, information and data management can be considered to get a holistic view of ways of workingā€. This more comprehensive approach better reflects the realities of modern organizations.

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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 itā€™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. Donā€™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 isnā€™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 organizationā€™s assets are accounted for, deployed, maintained, upgraded, and disposed of when the time comes. Put simply, itā€™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.

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

Atlassianā€™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.