Accelerate Delivery with Jira Service Desk Approach to ITSM

Accelerate Delivery with Jira Service Desk Approach to ITSM


Regardless of ITIL’s (Information Technology Infrastructure Library) eminence as the gospel of Information Technology, outdated ITSM (Information Technology Service Management) tools supporting conventional ITIL has left numerous IT organizations upset. Retaining the old school may work in several areas, but IT is an exception to this regard. The implementation of older solutions is often costly, challenging, and difficult to modify.

So, it’s important to work out how to do IT differently – in terms of how IT teams operate, and how Jira Service Desk can move for supporting newfangled methodologies to ITSM that are gaining admiration among customers.

Here’s an account of certain new methodologies to Information Technology that are stimulating things regarding the process of re-architecting Jira Service Desk for support, and the technique the IT teams are currently using to offer a legendary solution.

IT Growth

Numerous tools & methods describe the way of undertaking ITSM, but DevOps & bimodal IT constitutes to be the two developments that people are most excited about. Through bimodal IT, one can accomplish 2 distinct streams or, modes of Information Technology delivery – one is devoted to stability, and the other one is focused on novelty & agility. DevOps breaks down the barrier between IT & development teams, that was created so stealthily & long time back that none knows how or when it performed.

Hence, the two facets of both practices are taken into considerations and applied to Jira Service Desk to facilitate progressive IT teams with the capability to balance constancy and novelty.

As opposed to multifaceted processes that are frightening to adopt or modify, the creation of a single tool helps to support service requests like event management, problem management, as well as change management. Acting in the same way as the DevOps, a high value is placed transparency, so that teams can ditch the “silo” approach, keeping lines of communication open.

While most of the IT organizations consider “service desk tool”, they only depict events and service requests. Problem & change management typically need distinct modules or tools, and the integrations are usually far from unified.

So, what’s the big takeaway? As an alternative to breaking things off into segmented zones, one should keep the work as per team requirement. Request for service, occurrence, problem as well as change management should be united, not by the type of request, but based on the project.

Undertaking ITSM in a different way

Through a single product methodology, arranging an SLA or amending a work process is quite easy, as they share key processes. No added learning curve or no mending of modules is involved. One can build projects reinforcing incidents to problems, and change requests. A project lets a consistent division of data & processes for helping IT teams stay organized. In the case of a small organization, one can initially start with incident management and subsequently take the benefit of added facets as per the requirement.

Team Collaboration Promises a Lot of Opportunities

 Take an instance of a top international travel site that required an improved Information Technology tool. The company had experienced rapid growth in the course of the last few years, where its visitors have increased to reach an average of several million users per month. Uptime entails entirety for them. Even a downtime for a second brings an enormous loss in revenue & client trust. They have to detect the problems and fix them faster.

If the company is using a conventional IT tool, it will face difficulty in dealing with the problem and managing the company’s growth. Whatever has worked traditionally for IT teams doesn’t make sense all the times in the new digital era. If the company spends too much time fixing the tools & tracking down bugs, the IT professionals will not get adequate time to fix the issues. It is at this juncture that they require an innovative IT solution to enable collaboration amongst the vanguard IT agents & the back-end developers.

The company could have various squads working on Information Technology, business tools, and infrastructural problems. The IT Service teams can emphasize on service requests and incidents associated with supporting the employee requirements. Their Business Tools, Global Accessibility & Performance teams can focus on incidents, problems, and modifications concerning the business service functioning at an optimum service level.

Through a project-based methodology to ITSM, the business can provide a single solution where the teams work on the types of issues they have taken into consideration with their work process, data schemes, SLAs, and intelligence while providing IT management complete sharing, visibility and governance.

The leading advantage of the company is increased team collaboration. The IT as well as the software development teams collaborate often and resolve problems quickly as they can associate and track issues from the stage of inception to resolution across the teams. Everybody has complete visibility into the line, and all experts can work together to resolve issues faster. Consequently, the developers and IT staff have time to emphasis on creating improved software applications and solutions.

The Process of Using IT Infrastructure Library in Jira Service Desk

IT service management (ITSM) encompasses the way of managing the delivery of end-to-end IT services for clients based on best practices. IT Infrastructure Library (ITIL) constitutes to be one of the most frequently adopted practice frameworks for ITSM. It entails a set of practices focusing on aligning IT services with business requirements. ITIL is an extensively accepted method for ITSM and can facilitate IT organizations to accomplish business transformation and growth.

Jira Service Desk offers a default ITSM template (like standard workflows) for customizing the service desk to meet company regulations and requirements. Further, Jira Service Desk provides metrics out of the box and offers the capability to drill down & export if one wants to undertake advanced business intelligence.

Jira Service Desk integrates the Jira workflows & task management facets with a self-service portal so that teams can seek help with ease. The out-of-the-box ITIL processes and SLAs & automation features facilitate the IT team to accelerate service delivery.

Get the new service desk with a service catalog, ITIL workflows, and basic reports from SPM Global Technologies at +91 9739380513 or info@spmglobaltech.com, aimed at digitizing Information Technology. Consult the experts of SPM Global today for Jira Service Desk ITSM Implementation and transform your business. If you combine Jira Service Desk with Confluence, you can create a Confluence knowledge base. Talk to the experts for creating a project using a Jira service desk template and let your team accomplish some incredible stuff.

LEAVE A COMMENT