Headerbild Jira Service Management

Jira Service Management

Jira Service Management was developed for your service team to optimise workflows and processes and to increase the speed of response in the service area.

About Jira Service Management:

Enable developers, operators, and other teams from different departments to collaborate and improve their service management responsiveness. Respond quickly to incidents, requests, and changes and provide an optimized service experience to your customers.

Why Jira Service Management from Atlassian?

Jira Service Management is the central point of contact for all service requests. Use customizable service portals for customers, employees and other stakeholders. This gives everyone easy access to quickly find the service they need. Jira Service Management not only offers you functions for incident, problem or service request management, it can also support your team with asset management solutions. In this way, give your team an accurate overview of assets, responsibilities and infrastructure to have a consistent level of knowledge for designing a solution. Let users find solutions on their own by connecting your knowledge base to the program.

These partners already trust us:

Jira Service Management Features

Request management

  • Self-service portal with service desk for customers/employees
  • Reports and metrics to measure, monitor and optimize satisfaction
  • Establishment of SLA agreements

Incident management

  • Alerts and on-call management
  • Notification via various channels (SMS, e-mail, ...)
  • Escalation option of incidents as well as reporting and analysis

Problem management

  • Problem logging and root cause analysis
  • Mapping IT infrastructure with Insights
  • Starting change processes and initiating necessary approvals

Change Management

  • Automate processes with predefined rules
  • Risk assessment engine to determine impact of change
  • Use calendars to manage schedules

Asset and configuration management

  • IT asset tracking, discovery and auditing of resources
  • Dependency mapping
  • Network infrastructure discovery

Use Cases for the Deployment of Jira Service Management

Example 1: Incident Management with Jira Service Management

Incident Management in Jira Service Management allows you to set rules for your service processes as well as escalation, assignment and notification. Create tasks to resolve the incident and assign them to the team. Determine how and when the affected parties will be notified of progress and resolution of the incident.

Example 2: Create a service portal

Create a service portal for your employees and customers. Allow all stakeholders to make targeted service requests. You can customize the services you offer and define what information you need from the customer.

Example 3: Adapt your service management to the task at hand

Use the extension options for Jira Service Management and visually adapt the service portal to your needs. Enable service requests from different sources such as Slack, Teams or emails. Combine Confluence with your service portal and enable independent solution discovery.

ITSM with Jira Service Management

Use the Jira Service Management service portal as a focal point for all your stakeholders' requests. Extend this with Statuspage and Opsgenie. These programs enable you to optimize your incident management. Statuspage monitors all relevant components for you and automatically creates a notification when an incident is received to directly inform people with the same incident. You can create a page to inform everyone involved about the resolution progress. Opsgenie, once an incident has occurred, directly takes care of forwarding it to the right technician. You can store your on-call, escalation plan, responsibilities and communication path in Opsgenie.

Our services for Jira Service Management

We use Jira Service Management for our own service management. This means that we can not only advise you as an Atlassian Solution Partner, but also offer you our know-how as well as solutions created in-house. In this way, you can benefit from our experience. We show you how to integrate your knowledge base, integrate asset management or incorporate other desired functions and implement your requirements with ready-made modules or individually tailored solutions. In this way, we support you in the strategic planning, optimization or implementation of your individual service management solution.

Arrange a non-binding appointment:

Christopher Willfroth
Atlassian Expert TIMETOACT Software & Consulting GmbH
Lösung 9/21/22

IT-Service-Management (ITSM)

IT Service-Management (ITSM) can be used to improve (business) processes in terms of customer and service orientation.

Icon Atlassian Jira Service Management
Produkt 8/8/22

Jira Service Management

Powerful and intuitive service management solution for IT and service teams

News 9/18/24

New pricing structure for Atlassian Cloud from October 2024

Atlassian is implementing significant price and package changes for its cloud products as of October 16, 2024. The price adjustments affect Jira, Confluence, Jira Service Management and other products, among others. Certain Jira Service Management features will also be moved to higher-value editions and some services will be converted to a usage-based pricing model.

Headerbild von Enterprise Service Management
Service

Enterprise Service Management

Our Enterprise Service Management Solution offers you a way to make Service Management accessible to all participants via an easy-to-use service portal. You can map your processes in this portal according to defined procedures and connect them to other systems. In addition, you relieve the process participants through automation.

Headerbild zu Atlassian Cloud
Technologie

Cloud from Atlassian

Atlassian Cloud gives even small teams the ability to leverage the Atlassian product world. It allows you to flexibly adjust the number of users. Furthermore, you can choose from three paid variants of Cloud products. In this way, you always adapt your Atlassian product to your individual requirements. The multiple certified Atlassian Cloud solutions are hosted at Amazon Web Services Inc.

Managed Services & Managed Support
Service

Managed Services & Managed Support

Our Managed Service Team of specialists will relieve your IT department. We ensure that you can work more efficiently, reliably and quickly

Headerbild zu Incident Kommunikation Management
Technologie

Incident communication management

Statuspage allows you to keep track of the status of individual system-relevant components as well as a history of past incidents. Our self-created solution also allows you to connect various monitoring tools and query them in specific cycles. The component failure automatically generates an e-mail to your ticket system.

Logo Atlassian Confluence
Technologie

Confluence from Atlassian

Create, organize, and collaborate on tasks - all in a single place. Confluence is a workspace for teams and organizations where you can store your documentation and collaboratively develop and share knowledge. Dynamic pages give your team a place to create, capture, and collaborate around projects or idea development.

IT Vendor Management Teaserbild
Service

IT Sourcing & Vendor Management – Managing IT Partners

We ensure the application of best practice methods for the selection and evaluation of IT vendors and service providers and for cost-optimized supplier management.

Referenz

Inventory management with Jira and Confluence from Atlassian

The catworkx approach for lifecycle management of IT inventory: The lifecycle of the inventory is modeled as a specific Jira workflow and various inventory categories are mapped and managed as task types. Confluence is perfectly suited for the documentation.

Training

Advanced Asset Management in Jira Service Management (Cloud)

Over the course of the "Advanced Asset Management in Jira Service Management" training participants will learn how to unlock the full power of Jira Service Management with the help of assets.

Kompetenz

IT Monitoring & Service Assurance Consulting

Ensure the continuous operation of your IT and enable customers and employees to use IT services and products without problems.

IT Service Monitoring Lösungen für verbesserte Servicefähigkeit
Kompetenz

IT & Business Service Monitoring Solutions

With IT service monitoring, you can uniformly monitor the IT-supported services in your company. You have an overview of the current status of the services at all times, quickly identify the cause in the event of disruptions and thus remain able to act.

Cloud Technologie Managed Service
Service

AUTOPILOT Business Class

Business is our upgrade to Economy. This version includes a few more features, such as the handling of incidents and standard changes (user, group, calendar and license management and Gmail settings) according to the fair use principle.

Technologie 1/12/22

Our service offer for Mendix

The Dutch software manufacturer gives us the possibilities to create platform-independent low/no-code solutions for you with its products. In addition, we offer a wide range of services related to Mendix and are available to you from conceptual design to hosting and operation of your new solution.

Atlassian Jira Cloud
Produkt 9/2/22

Jira Cloud

Jira Cloud offers teams a flexible and scalable platform for project management and the planning and tracking of tasks.

Software License Consulting & Cost Optimization
Technologie

Our starter packages

Fast access to a modern and scalable service desk, efficient task and Project Management across all business processes and performance check

Service

Monitoring & Service Assurance

Identify and resolve problems quickly with monitoring and service assurance to increase customer satisfaction.

Service

Management consulting services

We help your idea management to take off: We provide you with comprehensive and individual advice on strategy and processes.

Service 9/12/22

Managed Services

From analysis to access time - Managed Services from catworkx for your Atlassian infrastructure from A to Z

Bleiben Sie mit dem TIMETOACT GROUP Newsletter auf dem Laufenden!