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December 11, 2023
2.5 min
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Reduce ITSM Complexity with a Scalable Approach to Enhance Your Jira Service Management Functionality

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In today's complex and rapidly evolving IT landscape, effectively managing IT Service Management (ITSM) is challenging for many organizations. Fortunately, Jira Service Management (JSM) offers robust solutions to streamline and enhance ITSM processes.

In this webinar, our hosts, Dave Derington, Director, Solution Architecture and Foogie Sim, Manager, Solution Architecture at ServiceRocket, teach you how to unleash the full potential of JSM. They’ll dive into JSM use cases and app integrations, discuss best practices with apps and customization governance, and provide tips for tackling app-related issues.

Want a sneak preview? Below are just a few things we covered in this exciting webinar.

Should You Invest in Apps for JSM?

A key point of conversation during this webinar was whether or not you should use apps to enhance your JSM usage. There are two trains of thought:

Without apps, you get a product that is:

  • Scalable and easy-to-maintain
  • Has no added costs
  • Covers all common use cases

However, with apps, you get:

  • Extra features beyond the standard
  • Bespoke customizations

These additional features and customizations could enhance your JSM functionality and bring it to a new level. With apps, you can access automations that integrate with your existing assets, assist with change management approvals and provide extended workflow functionality to enhance your JSM usage. You can also get advanced reporting features and dashboards, plus third-party app integrations to bring all of your tools together in harmony.

But even with these added benefits, there are still a lot of factors you need to consider. Dave and Foogie outlined a few of these in the webinar, including:

#1: Scaling Your Issues

By having a well-thought-out plan, you can ensure your Jira instance can scale and accommodate to meet your organization's needs as it grows. By anticipating user growth and planning for it in advance, you can ensure you have enough licenses, server resources and support to meet the needs of your users. This can help you avoid last-minute purchases or upgrades, which can be costly and disruptive.

#2: The Responsibility of Customization

While custom fields can be incredibly useful in providing additional information and functionality, using too many can significantly decrease system performance as the system scales up. That's why limiting the number of global custom fields and using them sparingly to ensure optimal performance is essential.

#3: Supercharge with Marketplace Apps

When it comes to adding apps or add-ons to your system, it's important to consider the ramifications of removing them should the need arise. It’s also crucial to carefully evaluate the necessity of any add-ons before installing them. Ensure there is a clear business requirement for the feature, as this will ensure any changes made to the system are beneficial and sustainable in the long run.

Watch the Webinar Now

Do you want to hear more about utilizing apps to enhance your JSM functionality? Watch the entire webinar below to get the full picture:

Discover how our ITSM services can streamline workflows, increase productivity and optimize your business.

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