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What are your main challenges in ITSM processes with JSM?

The last year brought about massive changes in how businesses operate their ITSM models. Organizations are compelled to embrace modern technologies and build processes for a larger scale and scope. Luckily, platforms like Jira Service Management allow them to work effectively in these hybrid operating times.

As we are trying to set our product roadmap in accordance with the needs of ITSM teams, I have a specific question: 

 

What are your main challenges in ITSM processes with JSM?

 

o We want to improve our time-to-resolution.

o We are hitting a wall trying to improve our customer satisfaction.

o Our internal customers aren't using the JSM portal to create tickets.

o We have problems adapting our ITSM processes to changing trends, like hybrid work, new communication tools, etc.

 

Thank you for quick insights or further qualitative feedback, as well.

Cheers,

Britta

1 comment

edwin vasquez Community Leader Jul 20, 2021

Hello @Britta Neugebauer !

One of the most common issues I see is not everyone using priorities and urgency as agreed to. Everything is highest priority to everyone.  :-D 

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