Jira Service Management
How productive, mature, and effective is your IT support team? Take our quiz and find out
Providing great IT support can sometimes feel like a long, uphill climb. You need to have a clear plan of action, make sure you have the right gear in place, and of course, be confident you’re leading your team in the right direction. To help you along in your support adventure, we’ve developed an interactive […]
Bringing trust to cybersecurity with the Vendor Security Alliance
In today’s interconnected world, we rely heavily on services provided by other companies in order to offer high quality products to our customers. This is even more pronounced in the cloud. Every company is responsible for carefully evaluating the vendors that it entrusts, and today must do its own evaluation to ensure those vendors have […]
5 ways small businesses can use help desk software
Businesses, no matter their size, run on technology. And that means that the continued availability of IT services is very important to business operations – from the employee, customer, and company perspective. But, what happens when technology (inevitably) fails? In larger organizations, an employee would contact the IT help desk to report an issue, and […]
Jira Service Desk 3.2 for Server: smarter, faster, simpler
Every day, we collect feedback from our 15,000 valued customers using Jira Service Desk to give great support. That’s why in the latest Jira Service Desk 3.2 Server release, we’ve focused on shipping improvements to the customer experience and agent productivity. These are two of the core missions of the product. In customer experience, we empower the […]
Getting more out of your Atlassian products
These days, many of us rely on teaching ourselves new skills. Whether it’s a Google search, YouTube videos, or word-of-mouth, we’re accustomed to figuring it out as we go. A lot of times, this works just fine, like if you’re learning how to change the battery on your car or how to perfectly poach an […]
Atlassian sys-admins offer 6 help desk success tips
Atlassian’s growing fast. New hires enter one of our offices daily, and it ain’t easy meeting the needs of all these new folks, and keeping offices across the globe connected with a click. We could never do what we do without our IT team. I decided to ask three of Atlassian’s brightest IT minds – Major Payne […]
10 tips for creating a knowledge-powered IT service culture
The dos and don’ts of successful knowledge management.
4 ways to use knowledge management for ITIL processes
Jira Service Desk is excited to announce that agents can now view, search, and share knowledge base articles directly from an issue. By being able to discover and share knowledge easily, IT teams can streamline ITIL processes, including incident, change and problem management. Read out to find out how you can apply this new feature.
Finding the best add-ons for Jira Service Desk (and 3 favorites)
One outstanding feature of Jira Service Desk is its extensibility, through add-ons available in the Atlassian Marketplace. Once you know what you want out of an add-on, and do the right research, you can extend the power of your service desk almost indefinitely.
How the consumerization of service is changing ITSM and the service desk
As the business and technology landscapes change, so does that of corporate IT support. I hear a lot of talk about consumerization, customer experience, and enterprise service management in the context of the evolution of the IT service management (ITSM) and the service desk, but rarely are they mentioned in the same breath. They should be. Let me explain.
Three DevOps principles to streamline your operations team
In this blog post, we’ll walk you through the three underlying principles of DevOps created by entrepreneur and IT operations extraordinaire, Gene Kim. These principles describe the values and philosophies that frame the processes and practices from which all DevOps patterns are derived. We’ll also give you some helpful tips and show you a few add-ons from the Atlassian Marketplace to get the most out of these DevOps principles.
Prevention, self-service, and strategic laziness: the recipe for service desk success
Selecting the right tools and software to run your service desk is just part of what makes your customers and engineers successful. Creating a collaborative, self-service environment where people can develop and implement the most effective ways to solve complex challenges – be it from customers or internally – will result in a chamber of innovative teams tackling any issue and adapting to ever-changing business needs.
Protect our Git Repos, Stop Foxtrots Now!
First, what is a foxtrot merge? A foxtrot merge is a specific sequence of git commits. A particularly nefarious sequence. Out in the open, in lush open grasslands, the sequence looks like this: But foxtrots are rarely seen in the open. They hide up in the canopy, in-between the branches. I call them foxtrots because, […]
Atlassian, trust, and the Cloud Security Alliance
Atlassian Trust Center We have launched our new Trust @ Atlassian site to make it easier to find the information you need to trust Atlassian products and cloud services. We have Security at the heart of that trust relationship but also know that Quality, Availability, Privacy and Compliance are important. We have detailed information about our Security program, including […]
Three ways to use Jira Service Desk’s new approvals like a pro
Pop quiz! Name three things you’d rather do than set up approvals in your service desk tool. Get a root canal? Darn socks? Walk barefoot through the snow (uphill both ways)? If your toes are already getting frostbite just from thinking about it, I’ve got good news: Jira Service Desk now offers an easy […]