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At Deviniti, we have been working in the ITSM area for many years. In fact, earlier this year, Atlassian recognized us as an ITSM Specialized Partner . In our work, we have noticed that these 4 elements are very important in providing high-quality IT services:
To put the paradigm into action and achieve all of these, we rely on tools such as Jira Service Management, Jira Software, and addons. Today, we want to walk you through how Deviniti apps fill in the gaps of JSM and Jira and help you excel in ITSM.
To do that, we chose four distinct categories that align with ITSM and our apps that best support each of them. We’ll also show you who at your organization can benefit from them the most. Let’s dig in!
Why is personalization crucial when thinking about your ITSM goals? For starters, it lets you personalize customer experience by aligning tools you use with the needs of users and streamline processes by showing them only relevant information. As a result, they're more happy with your customer service and they become loyal customers of your brand. Also, the personalization of their experiences makes your brand more recognizable on the market. How can our apps help you achieve all of that?
Using Extension app, you can tailor Request Details View to your customers and give them the information they need in one place. They are no longer limited by the native Jira Service Management capabilities. Instead, they can check request's progress, status or SLA in the request view itself. Personalizing the view to your clients' needs not only builds trust but also significantly speeds up resolution time.
Customizing request view is one thing, but we also have an app that will help you customize the entire look and feel of your Customer Portals. Theme Extension for Jira Service Management lets you add an easy-to-use Searcher, a footer, your logo and brand colors, and more. If you want to transform your customer portal and improve user experience, look no further. We don't want to brag, but the app is very intuitive: you can either use the built-in panel or ready-made template gallery. No need for complex markup languages available natively in JSM.
Going back to editing requests, our next app, Actions for Jira Service Management, lets your customers do just that. They can freely make changes and updates to their requests without contacting agents.
(Of course, your admins are in full control of who and when can edit them. )
The app also allows you to gain feedback and personalize your customer service even more. Using it, you can create custom fields and design the surveys to your specific needs. Then, you can set it up to pop up after a chosen transition (e.g. when the issue has been resolved) and learn what your clients think about the entire process.
Now, let's talk about transparency. In ITSM, it's all about what you show your users or customers, and how you do it. And, the tools you use play a key role here. Setting them up in a clear and useful way will improve customer satisfaction levels and enhance collaboration within your organization. Let me show you how our apps will help with that.
Dynamic Forms for Jira app makes creating forms a breeze. Conditional display upon the previous selections lets you show your users only relevant information. They no longer need to go through multiple, unrelated options to find what they're looking for. By mapping the custom fields based on the values from other fields, you make filling out forms more transparent than ever.
Equally important, Bundled Fields feature, lets you display many pieces of information in one view. You can map them as sub-fields and organize according to your needs. That way, forms become more efficient and user-friendly.
And, if you need to use this app in Jira Service Management, try Extension for Jira Service Management app—its features work exactly the same, only they're used for creating requests.
Next on the list is Issue Templates for Jira app. It lets you create clear and organized issue templates with standardized fields and descriptions. Then, you can create tasks and whole structures of tasks and sub-tasks in no time. By assigning default templates to issue types you make finding and using them effortless. If you need to, you can restrict access to chosen templates to certain Jira users. Using the app, you will maintain transparency and consistency within Jira, making it easier for your team to create, manage, and work with issues in a clear and organized manner.
How transparent and easy to use could your tools be for your customers if they wouldn't understand a thing? That's why, if you have customers worldwide, you need to use Translation for Jira Service Management app. It will translate all dynamic and custom field values, even those containing HTML. No manual work required.
IT managers who plan work and optimize processes, will see significant improvements. Using issue templates, dynamic forms, and bundled fields, they will automate routine tasks and gain back a lot of time.
Project Managers who use Jira Service Management to manage work. Thanks to translation of the app, they will be able to manage global teams effortlessly.
Support agents will be able to communicate with customers easier, no matter what's their native tongue. The same goes for IT support teams who communicate with Jira Service Management users daily.
Customer support is perhaps the one thing that comes to mind the most often when we think about ITSM. That's why, as ITSM-specialized Atlassian Partner, Deviniti has created quite a few apps for Jira Service Management. I'll show you three of them.
With the Extension for Jira Service Management app, we've addressed the common issue of Jira Service Management's request forms being cluttered with irrelevant fields. Our app's Dynamic Forms feature intelligently displays only the custom fields that are directly relevant to a user's specific request. Whether it's an onboarding request, a bug ticket, or any other type of request.
Plus, the Bundled Fields feature mentioned above, lets users group related fields together for improved organization and clarity on the forms. And the Request Details View provides customers with a comprehensive overview of their requests in one convenient place, where they can make changes and add attachments.
The My Requests Extension for Jira Service Management introduces a more user-friendly requests page with many filters and improved viewing options. It includes important details like SLAs directly on the request page so your customers can check their requests' status easily. As no access to information is one of customers' biggest concerns, using this app will make your customer experience far better.
Another thing that your customers will truly appreciate is how fast your support team works. If you combine My Requests Extension for JSM with Extension for JSM app, your support agents will have access to filtering options unavailable natively. Both apps let you expand the number of request details and columns on the requests page. That, in turn, will make working even with complex requests very easy.
Plus, the app streamlines exporting requests to .CSV format, facilitating effortless sharing with both internal and external stakeholders. No matter if they use Jira or not.
What else will make or break the user experience? The look and feel of your Customer Portal. That's why, we created the Theme Extension for Jira Service Management app. Simply install it and you'll be able to add colors, logos, and more to your Customer Portal(s). By adding a Searcher functionality, you'll make finding requests extra easy.
The app gives you the choice to either use our panel and make changes yourself or simply pick one of the templates available in the Templates Gallery.
More than that, you can set permissions and decide who can see the Pages, Projects (Customer Portals), Portal Groups (groups of different request types), and individual Request types. Working with them will become even easier that way as users won't have to look for relevant pages or requests by hand.
Support agents as they won't have to answer never-ending questions about requests' statuses and they'll see only relevant Customer Portals and requests.
Project Managers as the apps facilitates easier Customer Portals management.
And, of course, your clients: customer support satisfaction levels will go through the roof.
As the newest version of ITIL, ITIL 4 is focused on customer-centricity, automation, and collaboration, we have to tell you more about Dynamic Forms for Jira, Translation for Jira Service Management and introduce Queues for Jira Service Management.
Starting with Queues for JSM app, I'll show you how it can support ITIL needs. Let's use an example.
Service level agreements (SLAs) are a key aspect of ITIL 4 as they make sure services align with customer needs and business objectives. Queues app allows you to set up cross-project queues for tracking issues or requests that are subject to SLAs, ensuring that they are monitored and resolved within agreed-upon timeframes. To make it easy for your team, the SLA queue can contain issues from different projects, which can then be sorted based on time to resolution. If you choose to, you can restrict the queue's visibility to chosen users. That way, you'll make sure the right people handle the right requests at the right time.
For consistency and efficiency, use the Dynamic Forms for Jira app. It lets you automate data collection throughout the entire service lifecycle. As I mentioned above, automation is one of the key focus areas of ITIL 4. No matter if you need to manage change, requests, or incidents—with dynamic forms, you'll streamline the entire process. Use features like dynamically displaying fields based on previous selections, creating user or field-based variables, and configuring fields as required or read-only.
Plus, the app seamlessly integrates with both Jira's standard fields and custom fields, ensuring adaptability across all your projects.
Translation for Jira Service Management allows you to provide ITSM content and information in multiple languages. This is important for organizations that operate globally or serve diverse user bases. ITIL 4 emphasizes the importance of clear and effective communication, and offering service-related content in multiple languages ensures that users from different regions can access and understand the information.
Plus, ITIL 4 promotes the use of standardized and consistent processes. Translation app helps maintain consistency in communication across Customer Portal(s). Not to mention ITIL 4's biggest focus: continuous improvement. Our app can help gather feedback and insights from users in different regions, facilitating continuous improvement efforts by understanding the unique needs and expectations of different user groups.
Project Managers responsible for change, incident, and problem management.
IT support agents in multi-culti organizations.
Service desk agents that work with customers globally.
And all support agents who deal with SLAs on a daily basis. Using Queues app will make handling them much easier.
There you have it. Our (not even close to being done) list of features that can help you achieve ITSM goals. If you want to learn more about them, go to our Atlassian Marketplace page. And, if you need our ITSM-focused support, click here or learn more about it by downloading our ITSM-focused ebook.