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JIRA Service Desk 101: An Intro to ITSM

Following Clearvision's JIRA Service Desk 101 event, this post brings you an introduction to ITSM and JIRA Service Desk.

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.

JIRA Service Desk 101 Facebook gallery

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.

Want to know more? Register for our upcoming JIRA 102 webinar

In this post:


What is a Service Desk?

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 Service Desk is:

  • A functional unit made up of a dedicated number of staff responsible for dealing with a variety of service events, often made via telephone calls, web interface or automatically reported infrastructure events
  • The Single Point Of Contact for IT users on a day-by-day basis – it should handle all incidents and service requests, usually using specialist software tools to log and manage all such events

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 should we care?

Why is the Service Desk so important?  Well, it’s key to the main IT Service Management processes.

  • Acts as the Single Point of Contact (SPoC)
  • Records and measures every Incident, Request, Change, Problem
  • Allows for collaboration between resolver groups
  • Gives transparency to key business issues
  • Allows for accurate performance reporting
  • Integrates with other business systems: asset management, email, HR systems, etc. – and is ideal for DevOps teams  
  • Negates the need for relying on email

Above all else, the right Service Desk will allow IT teams to provide good service management and high rates of customer satisfaction.

What is ITSM?

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.

4 key ITSM processes (as defined in ITIL):

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.

The right tool for ITSM

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:

  • Complex and high maintenance
  • Resource hungry – need large teams to keep them running, and they’re difficult to implement
  • Often very expensive
  • Not appropriate for development teams to use
  • Unpopular with both IT teams and the rest of the business community

For your IT Service Management to really thrive, you should be looking for a tool that is:

  • Easy to implement
  • Easy to use and understand
  • Low cost
  • Low maintenance
  • Popular with both IT support and development teams

JIRA Service Desk

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.

  • User friendly, collaborative, and affordable
  • Integration with JIRA Software creates a strong link between IT and development teams
  • ITIL certified – service requests, incident management, problem management, change management
  • Real time performance and visibility
  • Better automation
  • Integration with HipChat means mobile alerts to critical issues

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.

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Chelsey writes about agile methodologies, software development, and collaboration and culture in the tech industry for Clearvision. Thankfully she writes better blog posts than she does bios.

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