ITSM - IT Service Management / article

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 satisfaction are most important.

Are you part of an IT team following or looking to adopt ITSM practices? What are the biggest hurdles you face when adopting these practices? Are you leaving enough room for innovation?

In this webinar, Tim Wong, Senior Technical Account manager, discusses how best-of-breed IT teams operate in the modern workplace. From self-service, automation, DevOps, self-healing technology to continuous integration, he'll show you a new way of thinking about classic ITSM, where innovation and customer satisfaction are most important.

In this webinar, you'll learn:

  • How to apply ITSM in the modern world.
  • How to automate low-value tasks 
  • Ways to empower your customers with self-service.
  • Best processes for IT operations and projects.

Plus, Tim answers his top 5 questions from the live Q&A:

Q1: How should you measure and monitor service management?

A1: It really depends on how your organization measures KPIs, or what your business considers important. There are table stakes you can measure such as, how many requests do you get from external asks, and how quickly can you flow through the process? For example, you can track that you received 37 requests and it took 2 hours to get through 20 of them.  

Any process that you do adopt should be able to answer those questions for you easily and quickly; whether it's email, or a tool like Jira Service Desk. Then you can categorize requests and start identifying trends. Someone should look at the numbers on a time to time basis and align the numbers back to events, so you can understand how your team deals with things and make process improvements. 

Q2: How does ITSM work in Jira Service Desk?

A2: One of the things that Jira Service Desk does well is give you default templates, like basic ITSM. While there are some commonalities between how every company does service requests and change management, there are also major differences. We give you a firm base to start with, but then allow you to customize various things that are particular to your company rules, regulations and requirements. Earlier we talked about what your team should monitor and measure.  In Jira Service Desk, we offer all of the metrics out of the box, and give you the ability to drill down and export if you want to do more advanced business intelligence. 

Q3: What are main causes of wasted time and effort in a typical IT organization?

A3: Every organization is different. Sometimes it's onshore vs offshore, sometimes its timezones and sometimes its capacity. Those things aren't going to go away. The biggest time waste that I've seen, is miscatagorization or misprioritization of stuff. It's really hard to figure out what's an emergency because evey request is an emergency to the person and no one wants to wait in line. Make low-hanging fruit, or things that can be done quickly, jump to the top. Save long-term projects for later. Do some analysis of what kind of requests your doing, and provide self-help, self-serve and automation around those requests to get some time back. It's a complicated thing to execute, but the stategy of putting every request in a big bucket can be a big time waster.

Q4: Since Jira Service Desk also covers change and problem management, can we abandon our current Jira Software and totally transition to JSD? Or should we use it as an add on instead?

A4: The value prop that Jira Service Desk gives you is a way to map incoming requests to your services team (or help desk) and then back to some kind of underlying action, usually from a development team. This is why Jira Service Desk and Jira Software work so well together - you can link these requests to an underlying action for development. But, there are plenty of organizations that perhaps have a centralized faculty for incoming service requests like an IT team, and do not have direct vendor interaction, or direct influence over their development cycle of engineering. In that case they may not need Jira Software. If you want your IT and Dev teams to be on the same platform, and have the ability to collaborate then I would suggest both. 

Q5: Is there any way I can integrate Jira Service Desk with a Confluence knowledge base space, in such a way that tickets are associated to specific articles?

A5: Definitely. Currently, you can tie Jira Service Desk with your Confluence space for a knowledge base, and we have more features coming down the line to make this connection even tighter. Right now, we can smartly auto-suggest which articles to present based on keywords in the ticket description, and the system will actually learn which ones work. You can do this on the agent side too. For example, if an agent working after hours writes a knowledge base article that fixes a certain problem, an agent who comes in in the morning and may not have seen an email or notification can smartly write the response with auto-suggestion. This promotes knowledge transfer between a team. 



Discover ITSM software for the modern IT team

Learn more
About the author

Sarah Khogyani

Product Marketing Manager, Jira Service Desk

I've been championing IT software for three years and honing an expertise in knowledge management because I'm passionate about helping people effectively use knowledge to be more productive. I graduated from Cal Berkeley and am a California native. Go Bears! Find me on Twitter: @sarahzora


Wanna learn more?
Jira Service Desk logo

Solve more problems faster

Try it free