Business teams across your organization have their own customers to serve, their own regulations to comply with and their own reasons for working the way they do. While the specifics will differ from team to team, the needs are the same. Teams need a way to manage their work, to ensure compliance and to be able to show what was done. Moving business teams into Jira not only enables them to make their processes more efficient, it improves governance. This is an important point to make as you advocate for bringing more teams into an enterprise service management model based on Jira Service Desk.
We’ve all been through it. You need to wade through some bureaucratic process. You research how it’s supposed to work, submit the correct information and hope that luck smiles on you for that most important factor – who receives your request and what kind of mood they're in. Too often, how a process is carried out depends on who is doing the work.
At other times, the procedures for carrying out a process are only recorded in an employee's head. Everything works fine when Shelia is there, but when she goes on leave (or leaves the organization) key processes come to a standstill.
When teams build their service catalogue into Jira Service Desk, it ensure that every step in the processes – what information needs to be gathered, how it is processed, who needs to be notified, etc. – is documented and standardized. It makes it easier to train new staff and easier to provide a consistent level of service.
Built-in Best Practices
Jira lets teams build best practices into their workflows. All required steps get carried out because they’re hard-wired into the process. Approvals and notifications can be built in ensuring that everyone who needs to be, is kept in the loop. Teams design their workflow in accordance with their processes, rather than having their processes dictated by the software. When processes change, because of new requirements or new priorities, it’s easy to accommodate that change and ensure that the new procedure is carried out going forward.
You can also structure your Jira Service Desk queues in such a way that they enhance governance. This could include:
- Automatically routing request types to the specific agents who have the specialized knowledge and training to deal with those types of requests;
- Creating an “escalation” queue which allows agents to easily send requests needing special attention to a higher tier.
- Setting up SLAs to define service goals, as well as measure and document that you’re team is responding to and successfully handling the requests it receives.
The other clear advantage of using Jira is traceability. Trying to back track and figure out what happened by tracing email threads is no fun. When a process is carried in Jira, you know that every step is recorded for easy auditing. Demonstrating compliance becomes simple rather than stressful.
Better Governance, Better Service
Better governance is a good reason for teams to move their processes into Jira. However, it’s not the only reason, and maybe not even the best reason. Building their service catalogue into JSD empowers teams to provide better service, making your whole organization more productive.
Moving teams into a service management model, built on Jira Service Desk may sound daunting, but it can actually be done fairly quickly, given the right tools. ProForma allows teams to create forms that embed in Jira issues. This means teams can collect the process-specific information they need for each request type without requiring new custom fields. Not only can you avoid complex configurations, you can get teams started quickly using the ProForma library of form and process templates. Process templates include a portal form, request type, workflow and any needed secondary forms, all in one install. It’s an efficient way for teams to streamline their processes, tighten governance and improve service.