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The best incident management is value driven – here’s why
Today, we’re all laser-focused on delivering world-class service, resolving issues faster, and building lasting trust within the organization. But things break – that’s just a fact. We need to think a lot about how to handle them when they do. So we follow our Incident Management process to restore service quickly and our Post-Incident Review […]
The 5 secrets of high-performing IT teams
What makes for a high-performing IT team? We ran a survey with HDI to find out.
An introduction to incident management
Incident management is one of the most critical IT support processes that an IT organization needs to get right. Service outages can be costly to the business and IT teams need an efficient way to respond and resolve these issues quickly. Read on to learn more about incident management with your IT service desk, subscribe to the ITSM Bootcamp, and download Jira Service Desk.
Reflections from Pink Elephant: how IT teams are shaping up in 2017
[youtube https://www.youtube.com/watch?v=Cb185lziS3E?version=3&rel=1&fs=1&autohide=2&showsearch=0&showinfo=1&iv_load_policy=1&wmode=transparent&w=600&h=368] They say what happens in Vegas stays in Vegas, but we can’t help but share what we learned about how IT teams are gearing up for a fast and furious 2017. Last week, Atlassians and our solution partner, Rightstar, descended on Pink Elephant’s 21st Annual International ITSM conference at the Bellagio Hotel in Las […]
Best practices for service request management
A few weeks ago we kicked off the ITSM bootcamp with an overview of the Atlassian approach to ITSM. Over the next few weeks, we’ll be walking you through the four core IT processes: service request management, incident management, problem management and change management, with a few other ITSM surprises thrown in. To keep updated […]
12 essential skills you need in a help desk job
Working at a help desk or in a support role is a great way to be tapped into the core of any business: customers and products. In a help desk job, you get to connect with customers, understand their experience with your company, and get to know the product inside and out. It takes a […]
Jira Service Desk is ITIL certified
ITIL is the most widely-used service management framework in the world. It’s essential for organizations to align the assets and functions of IT to the overall business. As the de-facto standard for ITSM, ITIL places your organization on the path to deliver the best, customer-centric service management. And now, Jira Service Desk is ITIL certified […]
How to build an incident response plan
On October 21, 2016 at approximately 4am PST, the internet broke. Ok, ok we know the internet doesn’t “break.” But hundreds of important services powering our modern web infrastructure had outages – all stemming from a DDoS (Distributed Denial of Service) targeting Dyn, one of the largest DNS (Domain Name System) providers on the internet. […]
Inside Atlassian: how we use service enablement to ship better software
Service enablement exists to create a frictionless product experience for our customers. Our goal is that our customers can intuitively use our products without having to reach out for help. So how do we create this system? Imagine you’re a development team. You ship a product customers love, who spread the word, and your customer base grows. But, […]
How productive, mature, and effective is your IT support team? Take our quiz and find out
Providing great IT support can sometimes feel like a long, uphill climb. You need to have a clear plan of action, make sure you have the right gear in place, and of course, be confident you’re leading your team in the right direction. To help you along in your support adventure, we’ve developed an interactive […]
5 ways small businesses can use help desk software
Businesses, no matter their size, run on technology. And that means that the continued availability of IT services is very important to business operations – from the employee, customer, and company perspective. But, what happens when technology (inevitably) fails? In larger organizations, an employee would contact the IT help desk to report an issue, and […]
Atlassian sys-admins offer 6 help desk success tips
Atlassian’s growing fast. New hires enter one of our offices daily, and it ain’t easy meeting the needs of all these new folks, and keeping offices across the globe connected with a click. We could never do what we do without our IT team. I decided to ask three of Atlassian’s brightest IT minds – Major Payne […]
Joining the Atlassian family
Just over three years ago, we embarked on a journey with a simple goal in mind. The software world was moving quickly in the direction of rented servers, hosted solutions, and outsourced vendors, all in service of allowing teams and companies to move quicker and to be more nimble than ever before. What used to […]
10 tips for creating a knowledge-powered IT service culture
The dos and don’ts of successful knowledge management.
4 ways to use knowledge management for ITIL processes
Jira Service Desk is excited to announce that agents can now view, search, and share knowledge base articles directly from an issue. By being able to discover and share knowledge easily, IT teams can streamline ITIL processes, including incident, change and problem management. Read out to find out how you can apply this new feature.