Tuesday saw Clearvision’s JIRA Service Desk 101 event take place at the Tanner Warehouse in London. It was an excellent evening full of food, drink, and the sharing of service desk knowledge.
If you weren’t able to attend, or are looking for a recap, read on for our 101 introduction to JIRA Service Desk and ITSM.
In this post:
These was just one of the questions that David Morgan, UK Project Manager for Clearvision, covered in his talk. The Service Desk is a vitally important part of an organisation’s IT team, so having a good understanding of it is helpful for every team.
The role of the Service Desk is often underestimated, but the reality is that it fulfils a business critical service in many companies. A Service Desk Analyst has to have very good customer facing skills, and needs to demonstrate a high level of empathy with their Customer / User.
The 3 types of Service Desk:
Why is the Service Desk so important? Well, it’s key to the main IT Service Management processes.
Above all else, the right Service Desk will allow IT teams to provide good service management and high rates of customer satisfaction.
IT Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services. It takes the form of a set of Functions and Processes for managing services over their lifecycle.
Service Management is also a professional practice supported by an extensive body of knowledge, experience and skills. There are numerous processes within ITSM, but four are key to consider when it comes to introducing ITSM into your organisation.
Incident Management: “An unplanned interruption to an IT Service or reduction in the quality of an IT service”
Change Management: “The addition, modification or removal of anything that could have an effect on IT services”
Request Fulfilment: “A formal request from a user for something to be provided”
Problem Management: “A cause of one or more Incidents”
This is how ITSM will add value to your organisation – by providing value to your users and customers.
Often, companies have invested in their legacy ITSM tools and can be reluctant to change. However, there are many problems with these legacy tools. On the surface, they have impressive, wide-ranging functionality.
In the vast majority of cases, though, this functionality is actually a disadvantage.
These legacy tools have more functionality than could ever be used, meaning they are:
For your IT Service Management to really thrive, you should be looking for a tool that is:
Atlassian JIRA Service Desk is trusted by over 20,000 IT teams worldwide. A leader in service desk solutions, JIRA Service Desk meets all the above criteria, which is why it’s the tool we recommend (and use ourselves!) for creating your ITSM solution.
As an Atlassian Platinum Solution Partner, Clearvision can help with the implementation, configuration, and rollout of your JIRA Service Desk, as well as offering expert training to get your teams adopting ITSM best practice from the outset.
To find out more, get in touch and arrange your free QuickConsult – a 30 minute discussion with one of our consultants. It’s your opportunity to take an expert look at your current setup, to allow you to define and prioritise your ITSM requirements moving forward.
And don’t forget to sign up for our upcoming JIRA Service Desk 102 webinar! This will take you on a deeper dive into JIRA Service Desk and ITSM best practice.