Product Spotlight: Resolving issues faster with modern IT Operations

[Jeremy Cooley]

Hi, Community,

In today’s JSM June product spotlight, we’re diving deep into IT Operations!

We’ve got five of our JSM Product Manager All Stars sharing their best tips and tricks for bringing Dev and IT Ops teams together in Jira Service Management to streamline collaboration, and better detect, resolve, and prevent incidents from happening.

Share your best tip, and win pizza

We also want to hear from you! What’s your top piece of advice for resolving incidents with Jira Service Management?

Share your best as a comment (or Loom) below to earn the JSM June Getting Started Community badge. We’re also raffling off a team pizza party to one lucky person who shares some JSM wisdom.

Let’s meet the team!

• Name: Deeksha Rustagi

• Role: Product Manager

• Where you’re from: India

• One song or word to describe your team: "Harder, Better, Faster, Stronger" by Daft Punk

• Favorite superhero: Iron man 

• Name: Makarand Gomashe

• Role: Product Manager

• Where you’re from: India

• One song or word to describe your team:
  “Alone we can do so little; together we can do so much.” - Helen Keller

• Favorite superhero: Superman

Note: The walkthrough below includes a preview of upcoming automation capabilities that will begin rolling out to Jira Service Management Cloud customers in July 2024 

• Name: Toshan Kharumnuid

• Role: Associate Product Manager

• Where you’re from: India

• One song or word to describe your team:
  “Unstoppable” - The Score

• Favorite superhero: Spiderman

• Name: Himanshi Gaba

• Role: Product Manager

• Where you’re from: India

• One song or word to describe your team: “Eye of the Tiger” by Survivor

• Favorite superhero: Superman

• Name: Prithwish Basu

• Role: Sr. Product Manager

• Where you’re from: India

• One song or word to describe your team:
  “ Avengers.. Assemble”..

• Favorite superhero: Dr. Strange

Don't forget:

• You can keep track of all JSM June activities and challenges here. ☀️ Commenting on three or more JSM June challenges will earn you the mega JSM June Community badge.

• New to Jira Service Management? Learn more here.

• Have a question about Jira Service Management? Drop your questions in our Ask Me Anything (AMA) post. 

[Shawn Doyle - ReleaseTEAM]

What’s your top piece of advice for resolving incidents with Jira Service Management?

Reading the ticket completely before responding.

[Andy Gladstone]

What’s your top piece of advice for resolving incidents with Jira Service Management?

I have two:

1. Try to limit the number of issue types that you create. Train users on how to properly categorize issues so that assignment and escalation can follow proper and predictable paths.
2. Never close a ticket without first confirming that the reporter's issue has been resolved.

And I agree 100% with @Shawn Doyle - ReleaseTEAM, please read the entire ticket before responding!

[Joe Pursel]

Use OpsGenie to record and resolve your incidents faster.

[Sam Nadarajan]

Don't take SLAs for granted - configure them so that tickets don't happen to fall through the cracks! There's so much you can do with them such as order queues, leverage automation rules, and use filters!

[Summer Hogan]

I would imagine like Jira, don't leave issues in the wind. Resolve issues within the SLA's so you don't have to go clean them up later.