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3 new customization ideas using Jira Service Desk’s API
We’re excited to unveil Connect for Jira Service Desk, our shiny new API that connects your Jira Service Desk with other software solutions. Whether you’re a Jira Service Desk admin or developer, there is so much you can build. Craft integrations that create tickets from a phone call or a text, or create add-ons that pull in essential customer information to your Jira Service Desk dashboard – and that’s just the beginning.
How the consumerization of service is changing ITSM and the service desk
As the business and technology landscapes change, so does that of corporate IT support. I hear a lot of talk about consumerization, customer experience, and enterprise service management in the context of the evolution of the IT service management (ITSM) and the service desk, but rarely are they mentioned in the same breath. They should be. Let me explain.
Prevention, self-service, and strategic laziness: the recipe for service desk success
Selecting the right tools and software to run your service desk is just part of what makes your customers and engineers successful. Creating a collaborative, self-service environment where people can develop and implement the most effective ways to solve complex challenges – be it from customers or internally – will result in a chamber of innovative teams tackling any issue and adapting to ever-changing business needs.
Three ways to use Jira Service Desk’s new approvals like a pro
Pop quiz! Name three things you’d rather do than set up approvals in your service desk tool. Get a root canal? Darn socks? Walk barefoot through the snow (uphill both ways)? If your toes are already getting frostbite just from thinking about it, I’ve got good news: Jira Service Desk now offers an easy […]
Help desk vs. service desk vs. ITSM: what’s the difference? Part 2 of 2
In part 1 of this two-part series, I explained the difference between a help desk and a service desk. Thankfully, the difference between service desk and IT service management (ITSM) is easier to explain – especially when you start with ITSM. ITIL, the most commonly-adopted ITSM best practice framework, describes ITSM as: “The implementation and […]
Twitter’s 5 tips for a successful knowledge base
Twitter has grown rapidly over the last few years, adding employees, offices, and acquisitions as quickly as the next trending topic explodes and dies away. Growth and change internally puts a burden on the IT team to scale support, and they’ve done that with a robust knowledge base in Confluence. To get the scoop, I sat down with Twitter’s Manager of IT, Alex Stillings, and IT Support Engineer, Alex Hernandez.
Inside Atlassian: the secret to legendary service
Back in 2001, our co-CEOs Mike and Scott started a global business from Australia with $10,000 on a credit card. They knew that nothing less than legendary service would be needed to be successful. Service, both external and internal, is part of Atlassian’s DNA. Check out our ebook to get practical tips from Mike on Atlassian’s service culture, a topic that is close to his heart.
Help desk vs. service desk: what’s the difference?
Does it matter if you use the term help desk, service desk, or ITSM to describe IT support? It does – as you might be underselling or overselling capabilities (either to yourself or others) including your IT support technology. Here’s a guide to looking at their differences and similarities.
Getting started with Jira Service Desk’s employee self-service and customer satisfaction reports
The right metrics aren’t just a “nice to have” – they’re a “must have.” Now, you can measure both employee self-service and customer satisfaction. By providing an easy and fast way for customers to get answers – like taking advantage of a knowledge base – customers are happier and agents are more productive. If you deliver a better self-service experience, you’ll likely see your customer satisfaction (CSAT) scores improve. Over time, your IT team will benefit from seeing these improvements, which in turn will improve team productivity. (Not to mention job satisfaction.)
Inside Atlassian: how IT & SRE use ChatOps to run incident management
Any team that slings code for a living deals with service issues. They know all too well the hated red alert… the dreaded text in the middle of the night… the loathsome ping from a coworker telling them that $#!π just hit the fan. But what separates good services from great services is the ability to recover swiftly with minimal affect on users. And a big factor in swift recovery is ChatOps.
Separating the signal from the noise: how Atlassian does proactive support
I’m part of a team called Service Enablement, which is a special project group within the broader support team at Atlassian. We work closely with the support, engineering, product, and design teams to ensure that we provide a feedback loop between customers and the product. Most importantly, we try to prevent major incidents from happening before they happen – because we care about you as customers, and we want you to be customers for life.
How Jira Service Desk approaches ITSM
Despite ITIL’s status as the gospel of IT, traditional ITSM (IT Service Management) tools supporting traditional ITIL leave many IT organizations frustrated. Keeping it old school works in a lot of areas, but IT isn’t one of them.
Bimodal IT, and 2 ½ other enterprise resolutions for 2016
In the mad dash for the end of the year it’s easy to forget that after all the lights, drinks, and budgets from 2015 come to a close, your company expects you to know what you’re doing for 2016. Here’s why you should plan to get a head start on bimodal IT, streamline some tools, and watch Star Wars.
How to become a high-performing IT support team with DevOps
High-performing IT teams are embracing the DevOps revolution. And no wonder: a recent survey from HDI showed that the consumerization of technology is raising the bar in terms of what companies expect of their IT teams and the services they deliver. But what is DevOps all about, anyway?
How the agile manifesto rescued The Daily Telegraph’s service desk
The Daily Telegraph’s Director of Service Delivery, was facing a seemingly impossible task: bring service delivery back in-house, and do it within three months. Learn how they applied the agile manifesto and improved customer satisfaction by 140%.