IT Service Management (ITSM) is how IT teams are dealing with end-to-end delivery of IT services to customers. This includes all the processes and actions to design, create, deliver, and support IT services.
ITSM stands at the core of modernizing organizations. As the number of software-powered services is increasing, IT service teams are allowing employees and teams in an organization to bring value quicker. The primary role of the IT team has been transformed from supporting the business into differentiating the business and delivering customer experience. Nowadays it’s your call to move into approaches to ITSM that focus on collaboration, ease of use, and faster value delivery.
Built on Jira, Atlassian’s new approach to ITSM, Jira Service Management, helps teams to break free from the past. It brings development and IT operations together on a unified platform, to work together at high speed and flexibility, so they can adapt to business changes and bring great customer and employee service experiences fast. As Atlassian Partner in the Middle East - Jordan, Egypt, KSA, we are ready to help you with your service management project.
IT Service Management principles can enhance your entire organization. ITSM leads to performance and productivity gains. A well-built, structured approach to service management also aligns IT with business goals, standardizing the delivery of services based on budgets, resources, and results. It reduces risks and costs, as well as significantly improves the customer experience.
Recently Atlassian released Jira Service Management (JSM), the next generation of Jira Service Desk. In addition to all the rich ITSM features in Jira Service Desk that over 25000 companies already chose for their daily needs, Jira Service Management delivers:
On-call scheduling, alerting, incident swarming, and more from a popular Opsgenie product. There’re deeper integrations with Jira Software, Bitbucket, and Confluence, so you can smoothly manage incident resolution processes that distract your development and IT operations teams.
Your teams will be able to make smarter decisions around changes to services, with better awareness, from both your software development as well as infrastructure-related tools. Innovate smarter with advanced approval workflows, automated change risk assessments, and deep integrations with popular CI/CD tools, like Bitbucket Pipelines, Jenkins, and CircleCI.
The agent experience is redesigned to better define your service requests, incidents, issues, and changes. There are new features like bulk ticket actions and the power of Machine Learning to intelligently categorize similar tickets, and take action quickly.