Share how Jira Service Management has helped you end Bad Service Management

[#1]

Hey Community,

In case you missed it, Atlassian recently announced their commitment to end Bad Service Management. You might know it as the kind of service management that causes:

• Bloated budgets with little to no value added
• Siloed and non-flexible workflows between external and internal facing teams
• Difficult integrations between their customer service management tools and internal tools + workflows

No one wants these things for their organization🙅🏻‍♀️. That’s why so many teams around the world have turned to Jira Service Management⚡. TEAM is in our DNA and we want to make sure we stop this BSM chaos from harming more teams. Our ask for you is to help us spread the word!

Share how Jira Service Management has helped you end Bad Service Management. What tips do you have for organizations that are trying to end BSM? Drop your response below to earn our limited edition End BSM Now badge!

Enroll in Kudos

Don’t forget that you’ll need to be enrolled in our free Kudos program on the Atlassian Community in order to earn our End BSM Now badge! Not in our kudos program? Learn more and enroll with a single click by clicking on ”Kudos” in the top right corner on the Atlassian Community.

Here are a couple of our favorite End BSM stories:

Saint-Gobain

“With Jira Service Management, everything started to flow…We could finally link projects and use dashboards between our service management solution and Jira Software. This high-level cockpit view helped us deal with the rollout and improved the productivity of everyone.” - Rachid Laghzaouni, PMO Tools Manager, Saint-Gobain

Based in France and founded in 1665, Saint Gobain is one of the oldest companies in the world. They provide a variety of construction, high-performance, and other materials to locations around the world. During the global pandemic, PMO Tools Manager Rachid Laghzaouni led a major initiative to replace ServiceNow with Jira Service Management for 20,000 internal end-users. Prior to this, they used Jira Software for development and ServiceNow for ITSM. It meant dealing with “two different systems, which was quite painful,” says PMO Tools Manager Rachid Laghzaouni.In addition to cutting costs by 70% in the first year alone by switching from ServiceNow (projecting an 82% reduction in year 3), Saint-Gobain has also benefited from significant productivity gains with development and operations on a single platform.

Lanware

”The whole operation - people’s expectations and their perceptions- has changed from 'what can’t we do' to ‘what can we do.’ Jira Service Management is the shining beacon by which all other applications will be judged within our organization.” - Ian Brookes, Service Operations Manager, Lanware.

Lanware is a “specialist IT consultancy and managed private and public cloud provider to mid-market financial services sector” business that has been in operation for more than 20 years. In 2020, driven largely by challenges of the global pandemic, Lanware decided to transform their service desk operations in order to enhance the experience their customers have. They knew that in order to best meet the needs of their customers, they would have to leave their legacy ITSM platform, Cherwell.After significant research and discussion with several consultancy firms and platform providers, Lanware decided to move to Jira Service Management (JSM) with the help of solutions partner Valiantys. Since going live with JSM, Lanware has seen over 7,500 issues created and amazingly 84% of those tickets were handled and resolved by the Service Desk. This is a 10% increase in issues handled by the team.

ENGIE Mexico

“We needed to move towards a more customer-centric approach on ITSM. Jira Service Management helped us meet our target while saving time and money.” - Jose Luis Lizárraga Castro, IT Support Engineer at ENGIE Mexico

ENGIE has over 170,000 employees spread across the globe, focused on delivering low-carbon energy solutions and services. Their Mexico-based team realized the need to transform their service management processes to provide their customers and employees with great service experiences. The problem? Their existing solution, ServiceNow, was complex, hard to configure, and costing them a lot of time and money trying to move at high-velocity. After a side-by-side comparison, ENGIE decided to use the Premium version of Jira Service Management Cloud, which allowed them to combine cost savings with access to unlimited automation features, higher disk storage capacity, and a configuration management database (CMDB). Switching to Jira Service Management they cut license costs by 67% and freed up over 200 hours/ month of their technical teams’ time to focus on more value-added work.

🚀 New to Jira Service Management? Learn about our special limited-time offer

Get 30% off when you sign up for Jira Service Management. We’re offering this special limited-time offer as part of Atlassian’s effort to put an end to Bad Service Management (BSM). BSM happens when dev, IT, and business teams work in silos, making it impossible to deliver great service experiences. (promo ends June 30, 2023)

[Curt Holley]

I'll keep this real simple.

• Discourage the use of emails as a way of raising a ticket in JSM
• Make the portal as helpful as possible (Customer focused layout, KB Articles, Conditional forms)
• Encourage incorporating Assets into all your ITSM practices
• Automate, Automate, Automate

[Dave Mathijs]

I completely agree with @Curt Holley on this one.

Although you're looking for use cases of End BSM, I'd like to add the following that comes to mind:

• Customers-first approach, always
• Keep it simple, work iteratively, start where you are, improve continuously
• Exploit the out-of-the-box features and functionalities of JSM before adding apps
• Integrate with other Atlassian products for better collaboration

[John Funk]

Not a lot to be able to add from @Curt Holley and @Dave Mathijs 

Definitely use the portal more than emails for tickets. This also means taking advantage of the now built-in Proforma Forms to capture all the information you need up front to work the issue and reduce the back-and-forth email exchanges for clarity. 

Integration with other Jira products (Jira Software, Jira Work Management) and Atlassian products (Opsgenie, Statuspage.io, Confluence, Bitbucket, etc.). This reduces costs by shifting work to others that just need a regular Jira license and not the more expensive Agent licenses. 

Finally, use the built-in functionality of automation rules. There is so much that can be done with these - from simple to fairly complex. Start using automation TODAY! Learn as you go, but get you toe in the water and learn as you go. 

[Omar Mohamed Fathi]

automations,workflows and forms

[Dan Breyen]

We were using emails to track tickets.  Email chains included people that weren't working on the issues directly.  Sometimes support emails could get overlooked on a busy email day.  Now we can keep track of what's going on and where issues are at.

[Brant Schroeder]

We used JSM to end BSM by creating a single place for our customers to go and find self-service materials to answer their questions, submit requests and get support.  The intuitive portal allows our customers to submit requests including the information needed to quickly service the request.  The ability to customize workflows to meet the team's processes and collaborate across teams allows us to exceed our customer's support expectations.  JSM supports our agile teams and helps us eradicate BSM.

[Tobias H]

We had a real rough time before JSM, but now our average ticket life span is rapidly falling and our agents have much more time to do more valuable work than just looking at a queue all day :D

[Paul Wiggers]

We migrated from another service platform and JSM offered a lot of benefits

• Integration with other Jira products (Software)
• Assets to enrich issues with customer data
• Highly customizable workflows
• Automations to help the process 

Managing Jira is a continuous process and we are discovering new use cases on a daily basis!

[Markku Miettunen]

I am promoting JSM by telling everybody that Jira is your best friend.