ITSM(IT Service Management)
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This document discusses how Atlassian's approach to IT service management can help IT teams by providing capabilities like incident management, service request management, problem management, and change management. It describes how Atlassian solutions like Jira Service Desk can help improve visibility, support innovation, reduce costs, and make the ITSM system more adaptable.
ITSM(IT Service Management)
- 2. SCOTT DAVIS | SOLUTIONS ENGINEER | @JHABITEICI Transform Your Service Desk The Atlassian Approach to IT Service Management
- 5. What does this mean for your IT team?
- 7. CRM Payroll Purchasing App service Digital Services BUSINESS TEAMS IT TEAMS DEV TEAMS โข Demand new services โข Service improvements โข Productise my code โข No hassel infrastructure Stability Adaptability Innovation
- 8. Service Request IncidentProblemChange I T S M S o l u ti o n Pain points of legacy ITSM Lack of visibility Data silos exist Inability to drive innovation Doesnโt support need to improve and expand service offerings Deficient self- service Lacks capability and user adoption No coordination with dev No ability to link support issues with dev backlog and no visibility when issues escalated High support costs Agent workload slows IT support process & high cost per agent weighs on IT budget Difficult to adapt Inability to truly customise Current ITSM solution C h a n g e M a n a g e m e n t
- 9. What support processes are critical for your team? Incident Service Reques t Problem Change
- 10. Atlassian approach to ITSM
- 11. Capabilities your IT team is looking for Service Comms โข Email โข Some collaboration tools Docs โข Central document storage โข Minimal use of knowledge base โข Difficult to share, collaborate and track Tasks Service Request Incident Problem Change โข Legacy ITSM tool โข Multi tiered support structure โข Aligned based on technology types โข ITIL adoption IT Team
- 12. Atlassian approach to ITSM Easily adapts to meet the needs of your IT team IT Team Tasks Service Request Comms Docs Service
- 13. Easily adapt to evolving ITSM needs Service Desk Service Request Workplace support team project 1 Users
- 14. Lean approach to adopting ITIL ITIL Certified Incident Management Problem Management Change Management Service Request Management
- 15. Incident management email conferencing conferencing CRMdata storage payroll purchasing IT SERVICES website Alert
- 16. Incident response priorities Respond effectively Recover fast and define accountability Communicate clearly Be open and minimise distractions Collaborate effectively Solve issues faster with team Improve continuously Learn and stay objective
- 17. Incident MTTR Mean Time to Resolution (MTTR) websitewebsite Mean Time to Diagnose (MTTD) 70% of time Identify & Communicate Investigate & Diagnosis Resolve & Recover Closure Alert ? ? ? !
- 18. Identify & communicate service outage Identify & Communicate IncidentWebsite Service Outage Alerts
- 19. Automation Rules Automation repetitive tasks to save time and streamline IT support Classify urgent issues to increase IT team awareness
- 20. IT documentation Manage and collaborate around critical IT documentation Define Runbook incident troubleshooting guides to help IT staff quickly respond to major outages KB articles for users and IT staff
- 21. Runbook KB articles are automatically associated with the incident, so agents can quickly start troubleshooting Easy access to knowledge base articles for Agents
- 22. Builds trust Cuts support costs Always up
- 23. Investigate & Diagnose HipChat Incident Room What changed? Recent release? Incident SLA Investigating incidents
- 24. Powerful SLAs for proactive support Ensures important issues are sorted to the top queue Keeps support focused on what matters
- 25. ChatOps Places tools in the middle of conversation Leverages team knowledge Collaborate in real-time Lower incident MTTR
- 28. Incident Change Requests Resolve & Recover Closure Actions! Confluence PIR Software backlog Resolving incidents
- 29. Incident resolution Easily resolve incidents while capturing important information for future reporting Link the incident to software bugs or change requests Use automation rules to keep linked issues updated
- 30. Post incident reviews Capture critical insights to document what went wrong and shared lessons learned Standardise the PIR process to improve service quality
- 31. Incident Management Atlassian places IT teams on the fastest path to incident resolution Lower incident MTTR Provide IT teams with the tools they need to minimise service outage time Communicate clearly Improve customer communication during service disruptions Improve collaboration Breakdown barriers and solve incidents faster with connected teams Share and learn Learn from major incidents and share those insights with IT and Dev teams to improve service quality
- 32. Service request management password reset new MacBook Pro account setup how can I? email help! email alias change VPN assistance where do I find? website down!
- 33. Service request priorities Think โcustomer firstโ Focus on what customers need the most from service request catalogue Focus on popular requests Build from there based on usage and feedback Integrated knowledge Give users easy access to knowledge base articles Service Request
- 34. Access entire service desk from a single search portal Easily find popular service desks or recent requests Central portal for service desk Service Request
- 35. Create the request for yourself or on behalf of another user Easily include approvals Simple to understand and complete Service Request Customer portal Knowledge base recommendations
- 36. Service request fulfillment: IT agents get work done faster Collaborate with team members Access KB articles to share with customers or assist agents Service request details and SLAs Service Request
- 37. Service request catalog administration โข Measure the effectiveness of KB articles Easily create and manage a service catalog with JIRA Service Desk Request Types โข Implement automation rules to improve service request response โข Configure SLAs that keep IT teams focused on delivering top quality self-service Service Request
- 38. Simple self-service Make it easy to ask for help and find answers Answers are a search away Find answers while deflecting support tickets to reduce the IT teams workload Streamline request fulfilment Give IT teams the tools they need to fulfil requests Service catalog made easy Easily manage and deliver value to your entire organisation Service Request Management Atlassian enables IT teams to deliver amazing service Search Service Request
- 39. Problem management email conferencing conferencing CRMdata storage payroll purchasing IT SERVICES website 1st 30th
- 40. Problem investigation priorities Proactive approach Error controls Link RFC problem investigations Integrate IT & Dev teams Establish and improve knowledge sharing Prevent incidents from occurring by identifying weaknesses and proposing applicable resolutions
- 41. Post implementation review Related change request associated with incident when itโs resolved Reviewing trends from PIRs Investigating trends - the data inside JIRA!
- 42. Problem investigation Related change request associated with incident when itโs resolved.
- 43. Integrate software development & IT operations with Atlassian Improved collaboration โข Track work across teams with single platform โข Retain context and history of conversations โข Share across teams and project lifecycle Feedback โข Fast escalation paths to the right support team โข Lower MTTR with teams sharing knowledge โข Learn from past outages with post mortem Better performance โข Eliminate repetitive IT tasks with automation โข Complete traceability of incidents and changes to software development Dev team IT team
- 44. Reduce incidents Improve service quality and availability with proactive problem management Increased visibility Find the root cause of a problem faster Continuous feedback Bring IT and Dev closer together with the ability to link problems to the development backlog. Learn & share Improve IT support by easily sharing knowledge Problem Management Atlassian helps IT teams improve service quality
- 45. Change management email conferencing conferencing CRMdata storage payroll purchasing IT SERVICES website
- 46. Change management priorities Lean change process Streamlined approvals Implement peer approvals to improve Change Approval Board process Integrated IT & Dev teams Improve coordination on infrastructure change and SDLC Meet the pace of your IT team while enforcing your change policy
- 47. Change request submission Make it easy for IT to start the change process with creating a change request from the portal Associate impacted services and applications with the change Provide access to Change documentation in Confluence. In this example IT staff can calculate the proper change risk. Initiate
- 48. Change schedules in Team Calendars Plan & Authorize
- 49. Documenting change approvers Know when a change needs approval Document approvers so your IT team knows whoโs responsible for the approval Plan & Authorise
- 51. 200+add-ons & integrations compatible with JIRA Service Desk
- 52. Top JIRA Service Desk add-ons & integrations Email this issue Extension for JIRA Service Desk Actions for JIRA Service Desk Translations for JIRA Service Desk Teams for JIRA Service Desk Pocket Desk Connector for Service Desk Surveys for Service Desk Collective Issue View for Service Desk Canned Responses for Service Desk Issue Reminders
- 53. Create tickets on behalf of machines Alert s Monitoring Orchestration
- 54. JIRA Service Desk is a Leader Source: G2 Crowd, Software Reviews - Service Desk
- 55. SCOTT DAVIS | SOLUTIONS ENGINEER | @JHABITEICI Thank you!