The importance of ITSM with bit2bit Americas

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.

Enabling cross-deparment collaboration.

Bringing IT teams and development teams together through streamlined project management approaches.

Empowering IT teams to share knowledge and continuosly improve.

Improving request coordination for more efficient service.

Promoting customer-centricity with self-service and better processes.

Responding more quickly to major incidents, and preventing future ones All of which decrease costs and lead to better service.

WHY ATLASSIAN ITSM?

Because Jira’s open platform for work enables greater clarity, collaboration, and cost-effectiveness across the whole enterprise. In the midst of rapid IT transformations and always-changing business goals.

PROVING YOUR BUSINESS VALUE

INCREASED RETURN
ON INVESTMENT

Gain 246% ROI by switching from legacy ITSM tools

FASTER TIME
TO VALUE

Average implementation time of 2 months.

IMPROVED
EFFICIENCY

61% greater productivity through intuitive and integrated workflows.

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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.

* Enabling cross-department collaboration
* Bring IT and development teams together through streamlined project management approaches
* Empower IT teams to share knowledge and continuously improve
* Improve the coordination of requests for a more efficient service
* Promote customer focus with self-service and better processes
* Respond more quickly to major incidents and prevent future ones, which reduces costs and leads to better service.

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.

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.

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.

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.

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.

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.

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.

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.