It’s been a big year for JIRA Service Desk Server, so we sat down with the product manager, Vidhu Sharma, to hear about what the team has been up to and get a glimpse into the vision for the future.
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Hi Vidhu! Tell us a little bit about yourself.
I’m a product manager for JIRA Service Desk. I’ve been creating products and crafting delightful experiences across a wide spectrum of companies for over a decade. I consider myself a maker and DIY kind of person – taking things apart and putting them together is what interests me. I guess I picked that up while working as a PM in a hardware organization! I thrive on innovation and customer empathy – they fuel my desire to build better products and challenge the status quo.
When I’m not at work, I love a good Macallan single malt and mindful yoga, close to my belly and soul!
For readers who aren’t familiar, what’s JIRA Service Desk Server?
JIRA Service Desk Server is a cheerful approach to service management. A purpose-built application on top of the JIRA platform, it inherits the platform’s strengths on workflow, flexibility, ease of use, and rapid configuration with a UI that is designed for service desk users. It’s also a fully-featured, ITIL-certified service desk that provides request management, incident management, problem management and change management out of the box. One of the best aspects of JIRA Service Desk Server is how well it integrates with JIRA Software, which really helps close the feedback loop between the development team and their customers. With JIRA Service Desk Server you can loop in developers easily, link incidents to the dev backlog, and get to the root cause of problems before they escalate.
What’s shipped for JIRA Service Desk Server in the last 6 months?
Lots of heavily requested features! We’ve spent the last 6 months working on improvements to some of our most highly used features in JIRA Service Desk Server. We made it possible for agents to customize the emails their customers receive to fit their own corporate aesthetic, voice and tone. We also introduced the ability to group customers into organizations to make external support easier, and also enabling customers to select a language for their portal.
We also updated our ITIL templates bringing them inline with the latest changes to the ITIL standard, and we introduced the highly requested customer service templates! The team also improved the handling of email communication to Service Desk to help reduce the number of unwanted tickets, and made SLA timers more human readable by allowing you to display the time remaining in working months, weeks, and days. Along with all of this, the team has been focused on bringing byte-sized (computer humor) improvements that help teams collaborate better and use JIRA Service Desk Server more intuitively.
What feature are you most excited about?
We’re excited about email customization because it truly helps personalize the communications which are key to a warm service management experience.
Can you tell us about JIRA Service Desk Data Center?
Many of our customers run in mission-critical environments and depend on Atlassian to get work done. While JIRA Service Desk Server runs on a single node with internalized data stores, JIRA Service Desk Data Center provides you with the ability to run on multiple nodes with externalized data stores. This provides organizations with a variety of key features including high availability, performance at scale, instant scalability, deployment flexibility, disaster recovery, SAML, and infrastructure control, so no request goes unresolved.
In the past 6 months we worked with AWS to develop Quick Starts so that customers can deploy their JIRA Service Desk Data Center cluster in a few minutes, including load balancers, databases and all the connectivity needed. These guides include configuration steps and best practices so that teams can take advantage of AWS’s elastic capabilities like auto-scaling and instant provisioning. We also recently launched zero downtime upgrades, so admins can get their weekends back. With zero downtime upgrades, nodes are taken down one at a time, and individually brought back up on the new binary. Once the last node is up, the database is ready to upgrade. Since there are always nodes running, admins don’t need to take the system offline, and users can continue to work without interruption.
Can you tell us more about the ITIL certifications JIRA Service Desk Server received?
ITIL is the most widely-used IT Service management framework in the world and is is the de-facto standard for ITSM. ITIL places your organization on the path to deliver the best, customer-centric service management. JIRA Service Desk Server is ITIL certified in four processes from PinkVerify™ and Axelos™: Request Fulfillment, Incident Management, Problem Management and Change Management. To get the PinkVERIFY™ certification, we had to hit 100% of the mandatory and integration criteria. JIRA Service Desk Server was assessed against ITIL-compatible product features, terminologies, workflow, functional requirements, and other standards.
So, what’s next? How about a glimpse into the future…
We know that JIRA Service Desk Server already helps its customers, but we want to make things more efficient, intuitive and more extensible. It’d be great if JIRA Service Desk Server could make all it’s users more efficient than they are right now. We’re also determined to bring out the best in the enterprise IT & Service Teams by helping them realize their true potential by looking into more ITIL certifications. We’re also investing in broader areas to improve in-product capabilities that help customers get started faster in their ITSM journey.
Thanks for chatting Vidhu! Don’t forget to check out the release notes if you want to read more about what the team has been working on. And if you’re new to JIRA Service Desk Server, start a free 30-day trial by clicking the big green button!