Unlock Cross-Team Collaboration with JSM & Jira Software for Effective Enterprise Service Management

Hi, Atlassian Community! 👋🏻 It’s Derya from Appfire.

Jira Service Management (JSM) has become an indispensable tool for IT and service teams, streamlining customer interactions and boosting overall efficiency. IT service management (ITSM) workflows are even better with seamless collaboration across teams, departments, and tools.

Here are some overlooked use cases of how almost every team in your company can utilize popular Atlassian Marketplace apps to ease collaboration on ITSM workflows in JSM and Jira Software.

1. Streamline repetitive tasks

Imagine a tester encountering a bug during the testing phase or a project manager creating hundreds of similar issues in every project. Instead of manually typing a bug report each time or cloning the issues, they can utilize a canned response template, dynamically populating fields with relevant information just per two clicks. This not only saves time but also ensures consistency and accuracy.

While Jira offers a built-in canned responses functionality limited to JSM, Canned Responses Pro is available in both Jira Service Management and Jira Software, allowing standardized templates for both issue comments and descriptions.

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Consider using canned responses for the following use cases:

  • Reusable description templates for different issue types,
  • Template for recurring issues like documentation updates, compatibility checks, design review,
  • Checklists for tasks that require a specific order or involve collaboration from multiple team members,
  • Code Review Comments,
  • Test and Release Notes,
  • Deployment Status Updates.

2. Enhance accountability with SLAs

Service Level Agreements (SLAs) aren't just for customer support; they can also be used by HR, legal, facilities, marketing, and development teams to set expectations and track progress.

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Time to SLA for Jira Service Management and Jira Software empowers teams to do just that, offering flexible SLA configuration, automated tracking, comprehensive metrics, and detailed reporting.

Incorporating SLAs into your workflow can accelerate ticket resolution, monitor individual task completion, and enhance overall project timeline management, fostering a culture of accountability and efficiency. 

3. Track project performance

Data-driven decision-making is crucial for any team, not just support and development. The Enhancer Plugin for Jira emerges as a versatile tool in this context, empowering users to harness the power of data and propel their projects forward. For instance, using its Time Tracking Report, you can:

  • See the time spent in each status and identify potential bottlenecks before they derail projects.
  • Uncover patterns and trends in issue completion times, pinpoint areas for improvement, and reduce cycle times.

As the examples show, these apps extend beyond their primary use cases and serve as invaluable assets that are not limited to specific teams or functions. They open up a plethora of opportunities for collaboration and information sharing within the organization, allowing teams to implement effective enterprise service management (ESM). As more teams leverage such tools, the result is a workplace where productivity is increased, and individuals are empowered with the tools they need to excel, regardless of the nature of their tasks or projects.

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Tuncay Senturk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 8, 2024

Thanks, @Derya Ozdemir [Appfire] for the informative article on ITSM apps! Very useful insights and app recommendations.

Like Derya Ozdemir [Appfire] likes this
Derya Ozdemir [Appfire]
Atlassian Partner
January 9, 2024

Thanks for reading, @Tuncay Senturk! I'm glad you found it helpful.

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