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Jira Service Management is a highly customizable ITSM tool that allows organizations to match their processes to their specific needs, aligned with ITSM and ITIL requirements. One of the key strengths of the Atlassian tools is integration. Jira Service Management seamlessly integrates with a wide range of collaborative tools, such as for example, Confluence, Slack, or Microsoft Teams. The other reason why JSM is perfect for ITSM is automation. The software automates many repetitive ITSM tasks, which helps to reduce manual effort. This frees up IT teams to focus on more complex requests.
Reporting and analytics are also critical for ITSM success. Jira Service Management enables organizations to measure their ITSM processes, identify areas for improvement, and make data-driven decisions that improve service delivery. Finally, Jira Service Management is scalable and can be used by organizations of different sizes and complexities. It is suitable for small teams as well as large enterprises with complex ITSM requirements, making it a versatile and flexible ITSM tool.
To further improve the efficiency of your ITSM processes, utilizing the apps available on the Atlassian Marketplace can be highly beneficial. Deviniti offers a diverse range of plugins specifically designed for Jira and Jira Service Management, extending the capabilities of the native Atlassian suite. Our products have been developed to address the unique challenges faced in providing IT services. As a Platinum Marketplace Partner, we actively gather feedback from Atlassian users to ensure our products meet the needs of even the most complex projects. We strive to fill any potential gaps in the functionality of the Atlassian suite and exceed the expectations of our users.
At Deviniti, our focus is on providing high-quality apps and exceptional customer service to help our users achieve their ITSM goals. In this article we would like to compare the features of native Jira Service Management and Jira Service Management extended with our applications: Extension for Jira Service Management, Actions for Jira Service Management, My Requests Extension for Jira Service Management, Theme Extension for Jira Service Management, and Queues for Jira Service Management.
Jira Service Management offers request forms that include all configured fields by default. This means that users have to fill in all the information, even if it is not relevant to their specific issue. Completing numerous fields takes a lot of time and can distract users from the important aspects of the task at hand. The Extension for Jira Service Management solves this problem by allowing users to display only the relevant custom fields on their forms. By using the Dynamic Forms feature, the app can show a specific set of fields based on the user's previous choices for requests type such as onboarding, new setup, bug tickets, or any other you need. This app helps to minimize the need for scrolling and confusion about what information to include in the request, allowing users to focus on the crucial information.
Another feature of the Extension is Bundled Fields, which enables users to group context-related fields, such as in lists or tables, to better organize task details. This makes the forms more specific and transparent.
Finally, the Request Details View feature provides customers with all the necessary information in one place. Unlike in native Jira Service Management, where only agents can see the SLAs section on request forms, with the app customers can see their ticket progress, status, related tasks, and Issue Link panel, as well as add attachments such as screenshots that make their requests more understandable. This results in faster ticket resolution and builds customer trust.
The Actions for Jira Service Management app enables customers to edit fields on their forms at any time, without needing to involve support agents. With the native Jira Service Management, customers can only send a specific request once and are unable to correct it later. However, with Actions, customers have the possibility to modify their requests during the resolution process, for example, after the status has changed. The app also allows one to determine who and when can edit requests.
My Requests Extension for Jira Service Management provides its users with New Requests page with a broad range of filtering possibilities and viewing enhancements, for example, additional information such as SLAs on request page. It also enables the exporting of requests to .CSV, making it possible to share with stakeholders who don't use Jira. In the native Jira Service Management, there are 11 columns available for teams to filter requests and find the ones they need to address. By using My Requests Extension along with the Extension for Jira Service Management app, your organization can add more columns and details to requests, providing more specific filtering possibilities. My Requests Extension for Jira Service Management also allows the saving of already-used filters. This is particularly useful when dealing with many complex requests as it improves search possibilities.
Additionally, the User Scoper feature of My Requests Extension for JSM allows for the specification of which group of users can see the information included in a given request. Overall, this app is a valuable tool for teams looking to streamline their request management process and improve communication with stakeholders inside and outside Jira.
The native Jira Service Management provides users with a simple interface, basic background, and a text banner, resulting in a minimalistic Help Center. Although, if you require more customization possibilities to make it more attractive for customers, Theme Extension for Jira Service Management is the solution for you.
With the Theme Extension for JSM app, you can make your Customer Portal visually consistent with your brand by adding colors and logos to your Help Center. It also allows for the enrichment of your Customer Portal with links, a footer, and a flexible Searcher. The best news is that you don't need to know Wiki markup to do all this. Our app provides an intuitive panel that lets you play with the design of your Customer Portal in an easy way. Furthermore, the Theme Extension for JSM includes the Templates Gallery, which enables you to start your customization based on pre-made projects. Another useful feature of the app is the ability to differentiate Customer Portals, which comes in handy when working on multiple projects that require a dedicated look and feel.
Last but not least, Theme Extension includes the Permissions feature that controls who can see your Pages and related things like Projects (Customer Portals), Portal Groups (groups of different request types), and individual Request types. With permissions, you can decide who has access to these things and set restrictions for different users.
In the standard setup of Jira Service Management, support teams have dedicated queues for each project. This approach can create difficulties for agents who need to manage multiple customer portals simultaneously. Switching between projects can be time-consuming and there is a risk of accidentally overlooking requests. This can lead to chaos, longer resolution times, and employee frustration.
To address this challenge, we developed Queues for Jira Service Management. This app provides a single view for all tickets across Jira Service Management, Jira Software, and Jira Work Management. With cross-project features, teams can easily navigate through all the issues they're involved in and ensure nothing is missed. In addition, it's possible to customize their view with helpful columns and categorize queue groups to tailor them to individual business needs.
With Queues for Jira Service Management, exporting all queues and previously created columns during migration can be done quickly and easily. The application offers the ability to assign specific projects and team members to a specific queue, improving organization and security. Additionally, controlling the visibility of queues ensures that specific queues are only visible to the assigned teams, enhancing confidentiality. With streamlined ticket management and improved visibility, agents can work more efficiently.
Overall, we believe the combination of Jira Service Management and Deviniti apps can provide IT teams with a comprehensive, customizable, and scalable ITSM solution that can improve service quality, streamline operations, and reduce costs. Deviniti, as the first Central and Eastern European company (and one of only 22 in the world), has been recognized by Atlassian as a certified ITSM Specialized Solution Partner. Maintaining our ITSM professionalism is of key importance, and we are committed to keeping up with current and best practices. We invest in ITSM, and already 30% of our Atlassian Services team holds ITIL4 Foundation certification, and 10% hold ITIL4 Specialized certification. If you're interested in learning more about how Deviniti apps can extend the capabilities of Jira Service Management, we encourage you to explore the Atlassian Marketplace or visit Deviniti's website for more information.
We also would love to hear about your experience with Marketplace apps and how they have helped improve your ITSM capabilities. Please feel free to share your thoughts in the comments below!
Katarzyna Kornaga _Deviniti_
Senior Content Specialist