In a word, yes. Jira Service Management (JSM) is a service management solution for any team, including IT. As an IT service management (ITSM) tool, Jira Service Management helps companies optimize and formalize how their IT teams deliver services to employees and customers.
JSM assists IT and support teams in establishing an effective service request process, addressing downtime, collaborating effectively, and fulfilling service requests in a timely manner. It enables IT teams to provide end-to-end services to both internal and external customers. Using JSM, IT teams can enhance their operations and support broader digital transformation initiatives across the organization.
What is IT Service Management?
ITSM is a strategic approach to designing, delivering, managing, and improving how businesses use technology to provide IT services. It focuses on customer needs and service delivery rather than just technology. ITSM is crucial for enhancing organizational performance and customer satisfaction, encompassing the processes and tools IT teams use to manage technology across an organization.
What is an ITSM Tool?
An ITSM tool is a software application or platform that consolidates and enhances your ITSM processes into an efficient workflow. For example, Jira Service Management. ITSM tools typically offer features such as:
Service management
Keep your team on task and on deadline with the ticketing features ITSM tools provide. They help organize and manage service tickets and requests, prioritizing them to optimize the entire service process.
Analytics and insight management
These features help you discover actionable insights from your data through dashboards. Many tools also let you customize these dashboards to suit your specific needs, providing even more relevant insights.
Organizational governance
The top ITSM tools help you implement and enforce IT policies across the organization to better manage modern IT challenges such as remote work, distributed teams, and cross-team collaboration.
Time and asset management
Gain end-to-end visibility of IT assets, track license or seat usage, and maintain control of IT costs with an ITSM tool. This is vital for expanding the influence of the IT team beyond just IT.
Can you use Jira for ITSM?
Absolutely! Jira Service Management supports many workflows and processes used by digital-forward companies. It offers a flexible template that aligns with ITSM best practices and supports Agile-based approaches.
Jira Service Management is even officially certified as ITIL® compatible by Pink Elephant, the world’s leading IT service management education and consulting provider for several ITIL 4 practices, including IT asset management, knowledge management, change management, service catalog management, and service configuration management.
8 ways to use Jira Service Management for ITSM
Here are eight ways you can use Jira Service Management for ITSM across your company:
1. Customize your ITSM
There’s no one-size-fits-all when it comes to ITSM. The beauty of Jira Service Management is that it can be customized to suit the needs of your business, teams, and customers. You never want your ITSM team’s productivity and responsiveness hampered because a tool has limited functionality. Apps like Enhancer Plugin and JMWE can customize your workflows for your business, team, and customers' needs.
2. Empower IT and support teams
Improve resolution times by streamlining your service desk with tools like HelpDesk+, Chat for Jira Service Management, and Canned Responses Pro to ease request management while eliminating repetitive manual tasks. This enables teams to focus on more important work.
3. Automate incident management
Jira offers a powerful suite to prioritize, respond to, and analyze incidents swiftly and effectively. It can assess various issues, from ones needing only a single team member to solve to organization-wide interruptions that need all hands on deck. By constantly monitoring your networks, Jira automatically notifies the relevant on-call team, who can then use Jira Service Management to link issues and set priority levels for the incident, all in the same tool. And with Integration+, your teams can swarm incidents in Slack or Microsoft Teams, with everything tracked in Jira.
4. Get more visibility into any problem or fix
Jira gives IT teams more visibility into all areas of a diagnosed problem so they can find post-incident reviews, developer backlogs, and other help tickets to see if anyone is already working on a fix. If there’s no fix happening yet, they can create a change ticket and kickstart that process. The cross-team visibility reduces redundant work, enables teams to apply existing workarounds if applicable, and gives you a more accurate picture of the costs incurred by any given incident, its workarounds, and fixes. Apps like Dashboard Hub Pro gives teams insights from across their Atlassian products with live data from Jira Service Management, Jira Software, Opsgenie, Insight, Confluence, and more for greater visibility.
5. Learn more about your IT assets
Jira Service Management includes features to track IT assets throughout their lifecycle, including hardware and software. Your company will be able to see at a glance what assets you have, where they are, and how they function. The Assets and Inventory Plugin for Jira offers added features such as built-in asset definitions so you can start tracking your assets from day one, view detailed asset reports, and manage assets across Jira Service Management and Jira Software for cross-team collaboration. Companies use this app to optimize asset management, improve compliance, develop life cycle workflows, and reduce costs.
6. Improve collaboration and communication
Service management is inherently “messy” because it tends to span siloed departments like IT, support, development, and engineering. It also tends to span across different platforms including Jira Service Management, Jira Software, Slack, and Microsoft Teams, for example. Time to SLA is an end-to-end service-level agreement (SLA) management app that empowers teams to fulfill service requests on time with tools to create, track, and report SLAs. The app is available on Jira Service Management and Jira Software, helping to ease cross-team collaboration on IT service management (ITSM) workflows.
7. Improve the customer experience
Jira Service Management provides a customer portal people can use to submit and track service requests. This is useful for external customers who might otherwise think their requests go into a black hole because they’re never updated on the status (or getting an update is more trouble than it’s worth.) This self-service portal reduces the time and effort customers spend trying to get help and improves their satisfaction with your service and company. You can also add a live chat widget to your customer portal or any website using Chat for Jira Service Management, giving your end users an easy way to get support.
8. Use Jira for non-IT teams
Jira Service Management brings an end-to-end toolset that companies can use to support non-IT teams delivering services to the company too. HR, facilities, sales, marketing, and any other team can use it to manage their internal service desks, IT assets, role-based automation, service level agreements (SLAs), and communication. It offers numerous default configuration sets that align with these different teams, making it easy to deploy anywhere across the company.
Learn more about ITSM and Appfire’s ITSM Solution
ITSM teams face constant pressure to build, implement, and maintain foundational IT technologies while scaling quickly and cost-effectively. That’s where Appfire’s ITSM solution comes in.
Appfire offers a powerful solution that enables IT teams to:
- Keep up with growing demand and remove process bottlenecks
- Increase IT scalability and reliability
- Improve service quality
- Customize, automate, and govern your ITSM tech stack
- Enforce audit and compliance guidelines
- Empower better collaboration and communication
To unlock the power of Jira for ITSM across your organization, contact an Appfire partner today. We’ve got the right partners and apps to set you up with a suite of Jira- and Atlassian-powered solutions that’ll optimize and modernize ITSM within your organization.
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