Feature-rich ITSM for any Size Organization
With features that drive service delivery, every organization can benefit from Jira Service Management.
To assist customers (or staff) in helping themselves, you can connect your Confluence based knowledge center to Jira Service Management. Doing this will allow customers to find answers for themselves while logging a request with automated KB suggestions.
Enhanced Development Issue Tracking
You can log the request directly into the Jira Software for issues requiring development resources and assign them to a team’s backlog items. It ensures speedy bug fixes, and once a new build or release is completed, automatic closing of the service desk request.
Triage of Service Level Agreements
No matter what the SLA requirements are, you’ll be able to quickly and efficiently assign resources to requests, update customers or other stakeholders about the resolution process, and deliver on the agreements.
Rule Driven Automations
Jira Service Management can automate task assignments, establish rule-based routing processes, and deliver canned responses for routine tasks. With configurable workflows, every step in the service management process is controlled and accurate, automatically preventing similar requests in the future.
Compliant and Certified
With both PinkVERIFY™ and Axelos ITIL™ certified Jira Service Management, you can shorten the route to compliance and gain departmental certification. As part of the suite of tools that are recommended by PinkVERIFY, the Jira Service Management solution will ensure your organization remains compliant and supports every aspect of ITIL requirements.
Reporting, Analytics, and Resource Management
With configurable dashboards and default reports for SLAs, resource workloads, and customer satisfaction, you’ll be able to track and improve every aspect of the ITSM cycle. Agents have real-time queue updates that allow them to reprioritize tasks according to the incident’s severity. Additional billing features ensure you accurately manage your external SLAs.
Collaboration and Teamwork
You can expand teams as required, with complete control overview, edit, and update rights. Involving the right people early in the process helps address the problems quickly or launch corrective actions as projects into other departments.
With the easy integration to both Confluence and Jira Software and tools like Halp and Slack, you can ensure the ITSM management model is part of an agile organizational culture. Service Desk Agents can update confluence content while tracking code fixes until their resolution during the SLDC with Jira Service Management.