Reducing Delays in IT Service Management with Better User Insights

[Elena Zanchetta_Communardo]

Hello there! 👋

In IT Service Management, quick and accurate responses make all the difference. But what happens when key user details—like location, department, or availability—aren't easily accessible in Jira? Support agents waste time searching for information, approvals get delayed, and tickets end up assigned to unavailable team members.

Here’s how having the right user data at the right time can help IT service teams work more efficiently and reduce unnecessary delays.

via GIPHY

Benefits of User Profiles for Jira for IT Service Management Teams

User Profiles for Jira Cloud provides features that address common ITSM issues, making support operations more efficient:

• Reduced Resolution Time: By displaying user information—such as location, phone number, department, and manager—directly in support tickets, agents can find necessary details without additional communication.

•  Visibility of User Absences: The app shows user absence information within tickets, allowing agents to reassign tasks if the assigned person is unavailable.

• Prioritization Based on Role: Tickets can be prioritized according to the reporter's job position, ensuring that critical users receive timely attention.
• Simplified Approvals: Workflows can include an approval step by using the synchronized manager's custom field as the approver, enabling managerial review before tasks proceed.

TomTom's Experience with User Profiles for Jira

TomTom improved its IT Service Management by integrating User Profiles for Jira. They accessed user location data directly within Jira tickets, which helped route requests to the correct queues based on user locations. This approach led to quicker and more precise ticket handling. Displaying user details automatically within tickets reduced the time spent searching for information, expediting resolutions. For more on TomTom's experience, you can read their success story.

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Having easy access to essential user information within Jira tickets can make a big difference for IT Service Management teams. When agents can quickly see details like a user’s location, department, or availability, they spend less time searching for information and more time resolving issues. This not only speeds up response times but also ensures that requests are handled by the right people at the right time. Plus, when someone is out of office, tasks can be reassigned without delays. With better visibility into user details, IT teams can work more efficiently and provide a smoother support experience for everyone.

What about your team? Have you ever faced challenges due to missing user information in Jira? How did you handle it? Share your thoughts and experiences in the comments.