We live in a world where customer service is of the utmost importance. From startups to large traditional companies, all are facing internal and external service requests and the management of these requests have since evolved. Solution-oriented IT tools are in demand to provide a fast and reliable way to deliver products and services to the marketplace and have a seamless method of supporting them. Adoption of these tools is falling outside of your typical customer service team and being used by multiple departments within an organization to manage workloads.
As most companies strive for the best service experience, not only for your staff but also your customers, it’s better to think how you can improve your management of requests and define the workflows that best fit your organization’s business requirements through embracement of ITSM-focused tools.
In a fast-paced world with high demand, many traditional and legacy solutions can lack the ability to fit the organizations need for a variety of reasons. Often times these tools are expensive, have a difficult usability rating or a dated user interface, and are time-consuming to administer and maintain.
Imagine the stress you face with your information and data documented across different spreadsheets, receiving a storm of e-mails requesting help from both your employees and customers and the slow process of building and running manual reports to drive decisions regarding the improvement of the services provided.
It is so important to invest in the right ITSM solutions. But let’s first understand what this means to your company. And since we are Atlassian Platinum Enterprise Solution Partners and work with Atlassian tools like Jira Service Desk, Confluence, and Jira Software, we thought it would be beneficial to outline how Atlassian approaches ITSM to help you understand how these tools are valuable to your organization, and why they are the most sought after ITSM tools in the marketplace today.
ITSM, ITIL and the Atlassian Approach
Atlassian views ITSM as the optimization of service delivery to provide value to the customer in the form of services. We like to think that through the management of services companies can focus on improving business value by providing the best services through people, process, and IT.
ITIL is one of the most used frameworks to implement ITSM focusing on strategic and business decisions. If your company is thinking about how to start improving its service management or wants to structure a streamlined and reliable solution to provide better services, ITIL certified tools are a good start.
Jira Service Desk is ITIL certified by Axelos on 4 core processes:
- Change Management
- Problem Management
- Request Fulfillment
- Incident management
And there’s more to Atlassian aside from being ITIL certified. Last year, Jira Service Desk was named the Most Affordable ITSM Solution and the Most Popular ITSM Software by Capterra. These awards may represent something bigger. Let’s first highlight how Atlassian approaches ITSM so you can understand what it can bring to the table for your company.
When we’re talking about Atlassian relation with ITSM we can ensure that it’s not only about services, but how you connect an entire environment to provide better solutions to all areas. Since they have a clear focus on empowering team collaboration, the only way to make it possible is to break the silos, integrate tools, and provide the right information in one single place avoiding context changes.
When you depend on processes, people, and technologies, you can improve your service management by having flexible processes and workflows, automating repetitive tasks, and being supported by a platform that keeps everyone on the same page. And that’s how Atlassian tools help you handle your ITSM!
Here are some ways Atlassian tools can help you improve your ITSM by following the 4 ITIL core processes we covered earlier:
The solution helps you submit and track your changes to approval, create workflows, document them on Confluence and plan with Team Calendars.
Improve team collaboration by documenting the problem investigation process, linking issues with causes and providing a reliable information source to avoid those problems in the future.
Improving your service request by providing a service catalog with Jira Service Desk to centralize your request on a customer portal, create knowledge base articles and monitor SLAs.
Solve your issues faster on an incident by automating repetitive tasks, putting your teams together and collaborating in real-time to reduce downtime.
Customer Value in Jira Service Desk
Throughout the years our interactions with our customers have proven basic needs for improving productivity and standardizing their processes. Jira Service Desk time and time again has proven to be the best option to achieve just that considering it was built with a concentration on teams and projects.
A lot of companies that we support stated that when they started to expand their teams and the number of support tickets and services became overwhelming they needed a solution to help them centralize, track, and automate those processes. That’s where many internal and legacy tools became bottlenecks for their ITSM strategy because they’re not flexible and easy to integrate with other solutions.
Atlassian solutions are set apart. After structuring your service desk to help IT teams manage their services, many other teams identify that these solutions can expand to other areas, therefore becoming a company-wide streamlined toolset. It’s increasingly common to see adoption in non-IT areas.
To see how we helped solve similar ITSM issues for Smiles, a Brazilian loyalty program company, download this case study here.
If you already use Jira and are facing problems managing your services, contact us and see the benefits of expanding the Atlassian tools at your company. We’re here to help you during your Atlassian journey by licensing, implementing, and supporting your solutions.