University of Engineering & Technology of Peru.
Peruvian University of Applied Sciences, with more than 45 university courses.
Higher education institutions chain with 8 campi in Peru.
Colombian Institution part of the Ilumno Chain, University System of the Americas.
The largest international network of higher education institutions located in the US.
Chain of initial, primary and secondary education schools in Peru.
Company of the higher education sector with presence in Colombia, USA and Holland.
Innovid needed to find a true partner in designing the right Atlassian support solution for our unique needs. We wanted someone who was responsive, had in-depth product knowledge and was certified as an Atlassian Partner, was interested in understanding our process and needs, and ultimately felt like an extension of our team. I’m pleased to say that we found all of that and more at bit2bit Americas. Through our partnership with them, we have been able to execute some major updates to our workflow and keep our operations flawless day to day. bit2bit Americas is always there for us, and always with a smile.
bit2bit Americas has consistently been the perfect mix of experience and value. They are truly an extension of our team. It’s been great working with a talented group of individuals focused on delivering the best product possible – They always get it right. Having worked remotely with other teams in the past, our experience with bit2bit Americas has been a very positive one.
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We have previously worked with many foreign software development teams, and we have high standards of what we expect from such a team. bit2bit Americas has consistently met those expectations. They quickly adapted to new projects, worked collaboratively on complicated designs, and hired highly skilled engineers to meet our specific needs. They have performed well with both greenfield projects and existing products. I would gladly recommend them to others.
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.