ITSM – The Upgrade for Your IT Services.

With IT Service Management (ITSM), you can warrant a seamless IT and customer service. The term ITSM relates to the entirety of processes and actions involved in providing IT services - including planning, compilation, delivery and support of IT services, just to name a few examples.

A commonly used example for this is a request for new hardware. An applicant creates a ticket with all relevant information in a specified portal, triggering an automated workflow. If issued correctly, the ticket in question is filed into the responsible IT team's queue, where all tickets are sorted and processed according to their importance.

Specialized ITSM platforms such as Jira Service Management empower you to manage your IT services more efficiently and coordinate all components to work and interact on an optimal level.

ITSM Core Processes.

IT service management involves a large variety of processes aiming to improve upon the structure of your IT services, minimize risks and maximize the quality of your IT infrastructure. The most important of these enhancements include:

Management of Service Requests

A Service Desk provides users with support for IT problems. Workflows, automation and self-services like “helpdesk” functions and FAQ databases help to streamline more complex processes.

Enterprise Service Management

With ESM, the principles of IT service management are extended to your entire company. All teams, such as marketing, HR and finance, are integrated into a single, company-wide service desk.

Asset Management

Manage your IT assets more efficiently. Asset Management allows you to keep track of inventory, usage, updates, maintenance or decommissioning of your assets.

Change Management

Changes to the IT infrastructure can have a tremendous impact on essential day-to-day processes. Change Management aims to minimize related risks and maintains the quality of your IT services through such changes.

Incident Management

Reduce the impact of IT incidents that may disrupt your company's running operations. You can do this, for example, by tracking and prioritizing incidents as well as trigger automated responses to specific incidents.

Problem Management

Identify and eliminate the various causes for recurring problems to uncover weaknesses in your current IT infrastructure and create long-term, lasting solutions to current and future problems.

Service Level Management

Service Level Management involves closely monitoring service level agreements (SLAs) to guarantee compliance with agreed-upon standards and thereby increasing customer satisfaction and loyalty.

Reach Your Goals Faster with Frameworks.

ITSM tools like Jira Service Management use optimized frameworks that provide standardized best practices and procedures for you to smoothly manage your IT services. One of the most valuable tools for this is ITIL (Information Technology Infrastructure Library). ITIL provides guidance and best practices to help your company increase the efficiency of its IT services. Among other things, this will help you to align your IT processes specifically to the needs of your customers. The latest ITIL 4 standard also focuses on aligning IT services with agile requirements and business objectives.

Next Level Customer Service.

With Jira Service Management, you can benefit from a user-friendly ITSM platform for convenient and centralized management of your IT service tickets. We are happy to advise you on these matters and offer our comprehensive service and support to you. Simply get in touch with us.

Learn More about Jira Service Management