Unlock the power of ITSM for business function teams with Jira Service Management 🚀

[#1]

Hello Atlassian community! 🤩

Are you ready to explore the game-changing capabilities of Jira Service Management? In this article, we'll dive deep into the key features and benefits of JSM, uncovering how it optimizes processes and enhances communication for your business function teams. As part of our exploration, we'll also touch on some of our applications designed to complement Jira/JSM in ITSM, providing practical solutions for your team's unique challenges.

Join us as we unravel the potential of JSM through real-world use cases, spotlighting its applications' power in streamlining workflows and improving overall efficiency.

Let's embark on this exciting journey together!

ITSM across the teams inside big organizations

Jira Service Management (JSM) acts as a unifying force across diverse business function teams, fostering collaboration and ensuring a seamless flow of information throughout the organization. Let's explore how JSM empowers different teams and enhances communication among them.

IT support

The IT support team is at the forefront of addressing technical issues and assisting employees with technology-related challenges. JSM equips this team with powerful ticketing and request management capabilities, enabling them to efficiently track, prioritize, and resolve incidents. The integration with Jira Software allows for a seamless handover of bugs, feature requests, and enhancements, ensuring a holistic approach to issue resolution.

Security

The security team is all about rapid incident response and risk mitigation. JSM's intake of work and service catalogs helps this team manage security-related requests effectively. Promptly addressing incidents and vulnerabilities minimizes potential threats to the organization. Integration with tools like Workday and Salesforce aids in maintaining up-to-date user information and access controls.

Facilities and logistics

The facilities team manages workspace setups, office maintenance, and logistical requirements. With JSM's ticket queues and custom workflows, they can efficiently handle service requests from various departments. Coordination with other teams, such as IT support for equipment issues or HR for employee onboarding, becomes seamless through shared data and communication channels.

HR and payroll

JSM streamlines HR teams' employee onboarding, offboarding, and other HR-related processes. Custom issue templates facilitate repetitive HR tasks, while the integration with HR systems ensures synchronized employee data and seamless ticket resolution. The connection with payroll systems also guarantees timely and accurate salary-related inquiries.

Legal

Legal teams deal with various contracts, agreements, and compliance matters. Those teams find support in JSM's issue tracking and centralized documentation, facilitating effective legal case management.  Collaborating with other teams, such as IT and finance, e.g. for contract approvals, is facilitated by shared resources and data integration.

Sales, marketing and business ops

Efficient service delivery is crucial for the success of sales, marketing, and business operations teams. JSM's customizable portals provide quick access to relevant information and services, while integration with Salesforce and HubSpot ensures smooth communication and collaboration between these essential teams.

How Jira Service Management (and Deviniti's apps) support the workflow of business function teams

At the heart of successful business function teams lies effective collaboration and seamless information exchange. In the pursuit of exceptional customer support, businesses are constantly seeking practical solutions to enhance efficiency and effectiveness. At Deviniti, we understand the critical role of IT Service Management in achieving these goals. That's why we have purposefully designed a suite of applications for Jira/Jira Service Management with ITSM in mind.

Let's explore how Jira Service Management, along with our applications including Extension, Queues, Issue Templates, Actions, My Request, Azure AD Attributes Sync Attributes Sync, and Issue Sync Pro, excels in facilitating seamless communication and knowledge sharing across different departments, fostering a cohesive and efficient organizational environment. These applications have been crafted to empower your teams and optimize your business processes.

In this section, we'll take a closer look at the key aspects of how JSM and our apps enhance collaboration within an organization and how they can revolutionize your business function teams' workflows.

Let's dive into real-world use cases to showcase the power of these solutions in streamlining processes and improving overall efficiency.

Queue management

Jira Service Management offers a queue management system that organizes customer requests, supporting the workflow of business function teams. Customer requests are organized into queues, providing teams with a quick view, triage, and assignment of incoming requests. The queues display high-level information on each issue, such as a summary, status, and customer name. They are normally sorted based on a Service Level Agreement (SLA) or goal set for your team's service interactions. 

Additional app: Queues for Jira Service Management

While JSM offers a strong foundation for queue management, the Queues for Jira Service Management app takes it a step further by allowing teams to create custom queues tailored to their specific needs.

Business use case: Streamlined facilities management

The Facilities team leverages the Queues app to manage and prioritize incoming service requests more efficiently. They create custom queues based on the nature of the requests, such as "Workspace Setup," "Office Maintenance," or "Logistical Support." By categorizing tickets into specific queues, the Facilities team can ensure that tasks are allocated appropriately and addressed in a timely manner.

💡For example, when managing workspace setups for new employees, the Facilities team can prioritize the queue and promptly prepare the required resources, resulting in a seamless onboarding experience.

(IT Support) Collaboration

Jira Service Management lets IT support teams efficiently handle tickets and collaborate with other teams. However, in some cases, accessing relevant user information may require manual searching in separate systems or fields, leading to inefficiencies in the support process and potentially slower issue resolution.

Additional app: Extension for Jira Service Management

The Extension for Jira Service Management app enhances IT support teams' capabilities by providing easy access to relevant user information, such as department, location, or job role, within the service desk.

Business use case: Enhanced IT support collaboration

The IT support team utilizes the Extension app to streamline their service desk operations.  When a support ticket is assigned to them, they can easily access relevant user information, such as the user's department, location, and job role, through the Extension app. With this data readily available, the IT support team can collaborate effectively with other teams, such as Facilities and HR.

💡For instance, when assisting an employee with a hardware issue, the IT support team can quickly verify the user's department and involve the Facilities team to arrange a workspace setup or equipment replacement. This enhanced collaboration between teams leads to faster issue resolution and improved employee satisfaction.

Empowering employees with self-service

Jira Service Management allows users to conveniently submit and track their service requests. However, when self-service is required, the default capabilities might be limited, preventing users from making real-time updates to their personal information within their requests.

Additional app: Actions for Jira Service Management

To address this, users can utilize the Actions for Jira Service Management app. It adds an extra layer of functionality, empowering users to make immediate updates to their personal information directly within their service requests. 

Business use case: Empowering employees with self-service

When an employee needs to update their personal information, such as their contact details or emergency contacts, they can make the necessary edits directly within their support request. This self-service capability eliminates the need for manual intervention by the HR team and allows employees to quickly update their information.
💡For instance, if an employee moves to a new address, they can update it through the Actions app, ensuring that their requests are accurate and up to date.

Requests personalization

Jira Service Management offers a Customer Portal where users can interact with their service requests. However, the default capabilities may lack the level of customization and personalization needed for business function teams. Users might not have the ability to add relevant columns, apply filters, or tailor the portal to their specific needs.

Additional app: My Request for Jira Service Management

To address this limitation, the My Request for Jira Service Management app provides enhanced customization options for the Customer Portal. With this app, business function teams can easily add relevant columns, apply filters, and personalize the portal to optimize their workflow and deliver a more tailored and efficient service request experience.

Business use case: Customized employee service requests

The HR team utilizes My Request to enhance the Customer Portal experience for employees. By customizing the My Request page, employees can add relevant columns, such as "Request Type" and "Status," and apply filters based on different field types.

💡For example, employees can filter requests to display only those related to payroll or training opportunities. This personalized view enables employees to access relevant information at a glance and makes it easier for them to track the status of their requests. As a result, the HR team experiences reduced ticket inquiries and increased employee satisfaction with the self-service options available.

Access to user data

Jira Service Management enables some integration with systems and tools to access user information. However, the lack of built-in integrations with specific identity management solutions can result in manual searching for user details in separate systems, leading to potential delays and errors in providing IT support.

Additional app: Azure AD Attributes Sync for Jira

The Azure AD Attributes Sync for Jira app seamlessly integrates with Jira Service Management, empowering IT support teams to access crucial user data instantly from Azure AD Attributes Sync.

Business use case: Seamless IT user data access

The IT support team utilizes Azure AD Attributes Sync integration to streamline access to user data while handling support requests. When resolving IT issues, the support agents can instantly access crucial user details, such as the user's department, job role, and contact information, directly from Azure AD Attributes Sync.

💡For instance, when assisting an employee with account access, the support agent can quickly verify the user's role within the organization, ensuring appropriate access privileges are granted. This seamless integration saves time, minimizes manual data lookup, and enables the IT support team to resolve requests more efficiently.

Standardized (HR) processes (Jira)

Jira offers the flexibility to create and customize issues to meet various needs. Teams can define their own issue types and custom fields, allowing for some level of customization. However, when it comes to more advanced and structured processes (e.g. HR processes), the native Jira lacks dedicated templates tailored specifically for specific tasks (e.g. onboarding or offboarding). 

Additional app: Issue Templates for Jira

The Issue Templates for Jira app enhances Jira's flexibility by providing dedicated templates for structured processes like HR tasks (e.g., onboarding or offboarding)

Business use case: Standardized HR processes

The HR team utilizes Issue templates to standardize and expedite repetitive tasks within their department (such as onboarding or offboarding).

💡For instance, when handling employee onboarding requests, the HR team can create dedicated issue templates and structures that include all the necessary fields for collecting new hire information, conducting background checks, and assigning company assets. By utilizing this template, the HR team ensures consistency and reduces the chances of missing critical steps in the onboarding process. This standardized approach enhances efficiency, reduces manual errors, and enables the HR team to focus on delivering a smooth onboarding experience for new employees.

Enhanced workflow (Jira)

Jira offers a powerful workflow management system that supports the collaboration and efficiency of business function teams. With Jira, teams can design and customize workflows to match their specific processes, ensuring seamless task progression and clear visibility of each stage.

Additional app: Issue Sync Pro

Business use case: Coordinated IT support and development

The IT support team effectively coordinates with the development team by implementing Issue Sync Pro. When support tickets require further development or bug fixing, they are automatically synchronized with Jira Software, enabling the development team to work on the issues without manual data duplication.

💡For example, when a critical bug is reported, the IT support team can quickly escalate it to the development team, who can begin working on a solution promptly. This integration ensures a smooth workflow between support and development teams, leading to faster issue resolution and a more coordinated approach to addressing IT challenges.

Summary

In conclusion, Jira Service Management is more than just a tool for improving efficiency and streamlining processes. It serves as a powerful enabler, empowering teams to deliver exceptional services, overcome challenges, and foster effective communication within and between departments. This customer-centric approach not only boosts customer satisfaction but also enhances employee experiences, leading to overall organizational success. With the addition of purpose-built apps, teams can further enhance their processes, streamline operations, and deliver exceptional customer support. Together, Jira Service Management and dedicated apps provide a comprehensive solution for businesses seeking to optimize their workflows and achieve their service management goals.

We invite you to explore the possibilities of Jira Service Management within your organization and share your experiences in the comments below. Whether you've witnessed remarkable improvements or encountered challenges in the process, we value all your insights. Share your experiences and insights in the comments below; let us know how these powerful features have transformed your business function teams, elevated customer experiences, and optimized operations.

Join the conversation, ask questions, and connect with other great community members to exchange insights and best practices. Together, we can unlock the full potential of Jira Service Management and drive success in today's fast-paced business environment.