Jira Service Management
An introduction to incident management
Incident management is one of the most critical IT support processes that an IT organization needs to get right. Service outages can be costly to the business and IT teams need an efficient way to respond and resolve these issues quickly. Read on to learn more about incident management with your IT service desk, subscribe to the ITSM Bootcamp, and download Jira Service Desk.
Jira Service Desk named most popular and most affordable ITSM software solution
We are thrilled to announce that Jira Service Desk has been named a top ITSM solution from Capterra, an online software reviews and ratings site used by millions of people to make their software buying decisions. Jira Service Desk has been named the #1 Most Affordable ITSM software and the #1 Most Popular ITSM software based […]
Reflections from Pink Elephant: how IT teams are shaping up in 2017
[youtube https://www.youtube.com/watch?v=Cb185lziS3E?version=3&rel=1&fs=1&autohide=2&showsearch=0&showinfo=1&iv_load_policy=1&wmode=transparent&w=600&h=368] They say what happens in Vegas stays in Vegas, but we can’t help but share what we learned about how IT teams are gearing up for a fast and furious 2017. Last week, Atlassians and our solution partner, Rightstar, descended on Pink Elephant’s 21st Annual International ITSM conference at the Bellagio Hotel in Las […]
Best practices for service request management
A few weeks ago we kicked off the ITSM bootcamp with an overview of the Atlassian approach to ITSM. Over the next few weeks, we’ll be walking you through the four core IT processes: service request management, incident management, problem management and change management, with a few other ITSM surprises thrown in. To keep updated […]
8 Jira Service Desk apps to improve your customer service
Jira Service Desk is focused on helping service teams deliver great customer service. Jira Service Desk’s powerful integration with Jira Software allows service and development teams to close the feedback loop and resolve requests faster. But that’s not the only integration Jira Service Desk has. Thanks to the many apps created specifically for Jira Service […]
8 pro-tips for automating Jira Service Desk
Ask anyone in IT – maximizing efficiency and minimizing small and monotonous tasks is the gold standard. Being able to streamline processes is absolutely essential in an industry where there’s never a shortage of work to do. That’s why service desk automation is awesome. Instead of spending hours manually triaging or following up on tickets, […]
Resolve incidents faster with Jira Service Desk & xMatters
Machine learning and automation can go a long way, but ultimately complex problems still need to be solved by people. In the IT world, this means getting the right person on the right problem — fast. In a cloud-first world where high performing IT and software teams deploy multiple times a day, mistakes can, and […]
Infographic: the new shape of modern IT teams
We recently conducted a survey of over 600 IT professionals across the United States to learn what makes modern IT professionals tick. We knew that IT teams come in all shapes and sizes but we wanted to dig deeper and understand what it means to be a modern IT team practicing ITSM. Modern IT teams […]
The Atlassian approach to IT Service Management (ITSM)
Every software company today is fundamentally becoming a service company. We live in a services first world and IT sits right at the center of this transformation. So let’s go on a journey from the transition to a services first world, to the challenges facing IT teams with legacy ITSM tools and finish up with […]
Customizable email notifications and more in Jira Service Desk server 3.3
Looking for Jira Service Desk Cloud? Click here to learn about these features available in cloud. Today, we’re excited to announce the release of Jira Service Desk server 3.3. The Jira Service Desk team has worked hard to deliver features you asked for as well as functionality we believe will make Jira Service Desk easier […]
How the Daily Telegraph’s IT team used Confluence to fuel tenfold growth
The Daily Telegraph is the UK’s #1 news brand. Through its newspapers, mobile apps, website, and magazines, the Telegraph reaches 2.1M viewers every day. Before using Confluence, The Telegraph was outsourcing IT services, and suffering from poor resolution times and lack of transparency. It didn’t have a living knowledge base or an effective collaboration solution […]
12 essential skills you need in a help desk job
Working at a help desk or in a support role is a great way to be tapped into the core of any business: customers and products. In a help desk job, you get to connect with customers, understand their experience with your company, and get to know the product inside and out. It takes a […]
AWS Quick Starts now available for Jira Service Desk Data Center
At Atlassian Summit 2016, we announced that Data Center customers can now deploy their Jira Software and Bitbucket Data Center instances to Amazon’s Web Services (AWS) in just a few minutes with AWS’s Quick Starts. We’re now excited to announce that Jira Service Desk has joined the family! With AWS’s Quick Starts – powered by […]
Jira Service Desk is ITIL certified
ITIL is the most widely-used service management framework in the world. It’s essential for organizations to align the assets and functions of IT to the overall business. As the de-facto standard for ITSM, ITIL places your organization on the path to deliver the best, customer-centric service management. And now, Jira Service Desk is ITIL certified […]
How to build an incident response plan
On October 21, 2016 at approximately 4am PST, the internet broke. Ok, ok we know the internet doesn’t “break.” But hundreds of important services powering our modern web infrastructure had outages – all stemming from a DDoS (Distributed Denial of Service) targeting Dyn, one of the largest DNS (Domain Name System) providers on the internet. […]