ITSM Resources

IT service management (ITSM) is simply how you manage the delivery of end-to-end IT services to your customers based on best practices. One of the most commonly adopted best practice frameworks for ITSM is ITIL or IT Infrastructure Library.  Check out these resources to help your IT teams take a lean and agile approach to ITSM.

What is ITSM - IT Service Management

Transform service desk with ITSM and automation

Are you interested to find out how to transform your service desk into a lean, mean ITSM machine? Or how to create macros and templates to automate repetitive tasks so agents can focus on solving the hard stuff? Or how to automate onboardin

What is ITSM - IT Service Management

Taking the problems out of problem management

Finding the root cause is part of effective problem management. Learn how to prevent problems altogether with these 4 expert tips. Read on.

What is ITSM - IT Service Management

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. Read on.

What is ITSM - IT Service Management

How Atlassian does legendary customer service

Learn how Atlassian does legendary external customer service and reduced support tickets by 34%

What is ITSM - IT Service Management

How Atlassian does legendary internal support

Learn how Atlassian does internal support...and solves 50% of tickets through chat instead of email

What is ITSM - IT Service Management

How Atlassian does legendary service outside of IT

Learn how Atlassian has set up 50+ service desks across the business, and saved internal business teams over thousands of hours a year

What is ITSM - IT Service Management

Summit 2015 IT keynote: Atlassian for IT teams

In the era of unlimited software at our fingertips, IT is under pressure to go beyond just fixing incidents to enabling teams across the business to be their best. Hear from Didier Moretti, General Manager of Confluence and JIRA Service Des

What is ITSM - IT Service Management

How to use JIRA for IT change management

Learn how the Electric Reliability Council of Texas replaced multiple tools with a complete IT change management system running on JIRA.

What is ITSM - IT Service Management

How to make problem management work

Hear from IT veteran John Custy as he introduces the key problem management concepts, dispels a few misconceptions and explains different methodologies.

What is ITSM - IT Service Management

4 musts for successful IT metrics and reporting

IT teams measure so much, it’s easy to lose focus. We share how to set the right goals from the start — and get far better results. Learn about successful IT reporting and measurement.

What is ITSM - IT Service Management

Expert tips for better incident management

Top IT experts share their tricks for finding and resolving incidents faster, and preventing them altogether. Read on in our incident management series.

What is ITSM - IT Service Management

Why first-call resolution (FCR) matters

Many IT teams measure first call resolution (FCR) religiously. Should you? Dive further into what FCR actually means, and how to use it more effectively.

What is ITSM - IT Service Management

Atlassian's intro to IT asset management

Still using spreadsheets? Read our intro to asset management and learn how Atlassian’s IT team tracks its own assets, and 6 ways you can benefit, too.

What is ITSM - IT Service Management

Nailing the incident management process

Starting or scaling a service desk practice? Don’t reinvent the wheel. Learn the best way to handle incidents with these proven processes.

What is ITSM - IT Service Management

Help desk vs. service desk vs. ITSM: What's the difference?

What's the difference between help desk, service desk, and ITSM? Find out why it matters how you describe your IT support.

What is ITSM - IT Service Management

Help desk vs. service desk vs. ITSM: What's the difference? Part 2

Understanding the differences between ITSM, ITSSM, service desk, and help desk.

What is ITSM - IT Service Management

ITSM for the Modern IT Team

Learn how best-of-breed IT teams operate in the modern workplace. From self-help, automation, DevOps, self-healing technology and continuous integration, we'll cover a new way of thinking about classic ITSM, where innovation and customer sa

What is ITSM - IT Service Management

Why help desk and help desk software?

What is a help desk? Everything you need to know about help desk: types of help desks, reasons why a company needs a help desk, and who's who on help desk