ITSM processes and their management with Jira Service Management
Managing IT services is a complex task that requires effective tools and systems such as ITSM software. ITSM software (IT service management software) helps companies to organize their IT services more efficiently. With Jira Service Management, Atlassian offers a solution that is specifically designed to support ITSM functions in companies.
Problem management with ITSM software
Problem management is always a central aspect of ITSM software. The aim here is to identify the causes of IT problems and then rectify them in order to prevent recurring faults. With Jira Service Management, problem tickets can be created and managed efficiently, with detailed root cause analyses and documentation helping to nip future problems in the bud.
"Jira Service Management solves IT problems and prevents new ones from arising."
Functions
- Logging: Record and manage problem tickets in order to analyze the causes and document solutions in detail.
- Root cause analysis: Performing analyses to identify the root cause of IT problems and develop long-term solutions.
- Finding solutions: Initiating change processes and producing comprehensive reports to prevent recurring problems.
Change management
Change management is another critical area of ITSM software. It enables IT teams to make changes to systems securely and in a controlled manner. With Jira Service Management, change requests can be easily managed and automated workflows can be used to approve and implement changes.
"Jira Service Management makes it easy to manage change requests for processes or technologies."
Functions
- Change requests: Centralized management of change requests for more context on the affected systems and tasks.
- Risk assessment: Integrated tools for direct risk assessment to approve or reject changes based on their risk.
- Automation: Implementation of automated workflows to increase the efficiency of change control.
- Permissions: Configuration of workflows for approvals and authorizations for entire groups.
- Deployment tracking: Connect to Bitbuck Pipelines and other CI/CD tools to push low-risk changes directly to production.
- Plans: Creation of change plans using Confluence so that all participants can work together asynchronously on a wide variety of tasks.
Asset management
Effective asset management is essential for managing and optimizing IT resources. Jira Service Management offers comprehensive functions for tracking and managing IT assets in order to maximize their use and effectively reduce the resulting costs.
"Manage physical and digital resources (assets) effectively with JSM."
Functions
- Asset tracking: Keep track of all IT assets and their lifecycle.
- Asset Discovery: Automatically identify and catalog all IT assets in your network.
- Cost management: Analyze the life cycle of assets to realize efficiency gains and cost savings.
- Assets review: Identifying opportunities to increase efficiency and reduce support costs.
- Import & integration: Uncomplicated migration of asset information thanks to support for all common file formats.
Assist is a helpdesk for groups who like to work with Microsoft Teams. With Assist, users can create, view, edit and manage requests directly in Teams. The connection with Jira Service Management allows requests to be processed quickly and efficiently, which improves response times and of course has a positive effect on customer satisfaction.
Request management in Jira Service Management
Request management in Jira Service Management offers comprehensive tools for managing tasks across teams so that employees and customers receive the support they need as quickly as possible. Polygran helps you to integrate these functions seamlessly into your workflows.
"Service requests can be processed quickly and satisfactorily with Jira Service Management."
Functions
- Service desk: User-friendly portal with customizable request forms and AI-powered responses for efficient support.
- AI-powered virtual agent: Automates support interactions to simplify requests and route complex issues to the right teams.
- Request queues: Combines requests from different channels, uses machine learning to categorize and manage.
- Self-help: Portal with knowledge database reduces inquiries and offers quick solutions for self-help.
- Service Level Agreements (SLAs): Defining SLA guidelines for monitoring and prioritizing requests.
- Reports and key figures: Tools for customer satisfaction and team monitoring.
- Support for Slack and Microsoft Teams: bidirectional synchronization with Jira Service Management tickets.
- Dynamic forms: No-code/low-code form builder with ready-made templates to quickly capture information.
Knowledge management with ITSM software
Knowledge management is another important component of ITSM software. With Jira Service Management, companies manage their collected knowledge particularly effectively in order to promote independence and reduce the total number of IT requests.
"Organize, share and use collective company knowledge with Jira Service Management."
Functions
- Help for self-help: Easily accessible knowledge databases for employees to solve common problems on their own.
- Progressive improvement: Runbooks and playbooks as well as document changes support teams in learning.
- Knowledge analysis: Analysis of the use of articles to identify and correct gaps.
- AI knowledge management: Intelligent algorithms provide relevant articles and prepare the search results.
Configuration management
Configuration management is included in the Premium and Enterprise plans of Jira Service Management. It provides deeper insights into the infrastructure that supports applications and services and helps DevOps teams to manage risks and resolve errors quickly.
"With JSM you can check and track configurations on software or systems. "
Functions
- Mapping of dependencies: Detection of dependencies between configuration elements or assets and services in order to assess risks during changes and resolve problems.
- Infrastructure detection: Scans the entire network to detect infrastructure elements and record them in the CMDB.
- Automation: Automated updating of the status and dependencies. Creation of processes in the event of deviations or unauthorized changes.
- Import options and integrations: Supports the migration and integration of asset information. Enables imports in common file formats and integrations with leading third-party tools.
Incident management
"Coordinate your development and IT operations teams to respond efficiently to incidents and achieve continuous improvement. "
Functions
- Alerts: Bundle alerts and customize preparedness plans and escalation policies to ensure quick responses and avoid alert fatigue.
- Escalation prevention: Provision of additional information through the use of chat channels and video conferencing for better collaboration and documentation.
- Notification function: Linking of support tickets with incidents. Use AI for real-time updates and inform stakeholders via various channels.
- Reporting and documentation: Analysis of incident response activities and creation of post-mortem reports for export to Confluence for continuous improvement.
Polygran and the integration of Jira Service Management
Polygran is your partner for the successful integration of Jira Service Management into your IT environment. We offer comprehensive services to ensure that your ITSM software solution is used optimally.
- Consulting and analysis: We evaluate your current ITSM processes and develop a customized strategy for the integration of Jira.
- Implementation: Our experts implement Jira Service Management seamlessly into your existing IT infrastructure.
- Training and support: We provide your employees with comprehensive training and ongoing support to ensure that you realize the full potential of your ITSM software.
- Optimization: We help you to continuously improve your ITSM processes and increase efficiency.
Don't hesitate any longer and take the next step to optimize your ITSM processes together with Polygran.
Book a free, no-obligation appointment today and benefit from our extensive knowledge of Jira Service Management.
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