IT Service Management Archives - Atlassian Blog

Staff Picks

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...

12 essential skills you need in a help desk job

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...

Jira Service Desk

Jira Service Desk is ITIL certified

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...

IT Service Management

How to build an incident response plan

Most Recent

There’s this rumor going around that ChatOps was the invention of start-ups. I don’t know about you, but I can think of several enterprise IT/Ops...

Hipchat Data Center presents: 5 surprising ways enterprise teams are winning with ChatOps

Nothing fills out the “worst-case scenario” column quite like a data breach. For the countless teams out there who work hard to protect their customers’...

We read 100 data breach notifications to make this guide (which we hope you’ll never need)

This is a guest blog written on behalf of Jack Harding, IT Consultant at Praecipio Consulting and Larry Brock, IT Chief of Staff at Samsung...

Jira Service Desk

How Samsung does lean ITIL® with Jira Service Desk

Fresh ideas, announcements, and inspiration for your team, delivered weekly.

People need to know where to go or what to look for in case problems arise. In the physical world, things like first aid kits...

A guide to introducing Statuspage to your customers (with a template)

Customer service emails have a way of being pretty terrible. As a company, if you don’t make a solid effort to build good systems around...

We filed 100 support tickets to find out how to send better customer service email auto-replies

Fresh ideas, announcements, and inspiration for your team, delivered weekly.