A lot can change in a decade, especially in technology.
“IT requests used to take time — a lot of time, most likely,” recalls Stephen Mann, Principal Analyst and Content Director at ITSM.Tools. “The first go wasn’t always successful. That’s changed significantly.”
The ITSM revolution enabled by JSM was a lively discussion topic at our London Lunch & Learn. Stephen was joined by Peter Marquez, CCO at ServiceRocket, and David Marlow, EMEA Solutions Manager at Atlassian, among others.
Prompted by changing user attitudes and how people work, IT transformation got a jump start in 2013 when Atlassian introduced Jira Service Desk. This tool empowered companies to simplify IT management and reduce the cost of operation.
It was a success — adoption ballooned.
Enter Jira Service Management (JSM), a platform that came on the scene in 2020. It would evolve to provide agile enterprise-class IT Service Management.
Today, 45,000 users trust JSM to enable cross-team collaboration across the organization. Easy-to-use templates empower users to work how they want to work.
It’s what Atlassian calls Autonomy with Alignment.
“There’s no reason why anyone across the organization shouldn’t be able to access low-code or no-code services capabilities that enable you to create your own workflows and your own applications,” adds Stephen.
If self-service workflow creation revolutionized ITSM, it made JSM workflows essential.
“By using ITIL guiding principles as a reference, we always start where you are,” says Teck-En, Senior Manager, Solution Management at ServiceRocket. “It's important to understand how the current business process works and the priorities. That helps us define workflows and provide our recommendations based on best practices.”
“We recommend a scalable, Atlassian best-practice approach to workflows,” says Foo Guan Sim (or Foogie), Manager, Solution Architecture at ServiceRocket.
“We balance the goals of the business team with the scalability of the instance by reusing existing statuses and custom fields rather than creating a unique status or field for every use case.”
That know-how reflects Foogie’s and Teck-En’s combined 20+ years of Atlassian experience. Their job, as they see it, is to enable teams to achieve their desired workflow goals without sacrificing the longevity of Jira.
“A good practice is to reuse the same workflow whenever possible for similar types of projects,” adds Teck-En. “Things get complex as more apps are installed to enhance Jira features.”
By aligning JSM workflows with Jira Software, agile ITSM takes off. That saves time and reduces the risk of overspending.
“Companies may know the cost of their IT services,” adds Stephen, ”but they often don’t know the business costs. When trying to cut corners, the end result could actually be tenfold for the organization as a whole.”
The best way to reduce operational costs, says Foogie, is by incorporating automation into your workflow post-functions and consolidating statuses and transitions.
“Automation,” adds Teck-En, “can help pre-fill some information and configuration to reduce the time agents spend on those tickets. We’ve seen that time and again with customers.”
The result means users spend less time doing repetitive tasks, figuring out the next steps while working on issues and less time interpreting statuses when running reports.
The revolution in ITSM hasn’t stopped there. “JSM workflows now come integrated out-of-the-box in Jira Service Management Premium with asset automation,” adds Foogie.
“This enables IT organizations to quickly track and manage all their IT assets, including hardware, software, licenses and configurations and ensures proper utilization of resources that helps with compliance.”
The days of month-long implementations are a thing of the past. Today, companies need to drive value quickly with cost-saving solutions enabled by experience.
That’s precisely what the ITSM revolution is all about.
Now’s the time to leverage Atlassian's Jira Service Management and simplify ITSM processes that improve efficiency, reduce costs and generate higher customer satisfaction.
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