filter Filter Blog

Category: Service management

Service Management Jira Service Desk

An AUG Learns How to Extend JSD to Non-tech Teams

Posted October 31, 2018 By Jenny Choban

Not everyone can make it to Atlassian Summit, but the information shared at Summit can make it to everyone. Earlier this month, ThinkTilt CEO, Simon Herd, presented to the Atlassian...

Jira Service Desk Service Management

Three Building Blocks of Enterprise Service Management

Posted July 16, 2018 By Jenny Choban

Three key items can be combined to set a foundation for great customer service. You probably already have them for IT. Why not implement an enterprise service management strategy by...

Service Management Jira Service Desk

Are You Ready for Enterprise Service Management?

Posted July 11, 2018 By Jenny Choban

There’s starting to be a bit of buzz about Enterprise Service Management (ESM) – with good reason.  Applying the lessons learned in ITSM is a great way for organizations to improve...

Jira Service Desk Service Management

Jira Service Desk vs. the Status Quo

Posted April 16, 2018 By Jenny Choban
Kerry needs access to one of the organization’s systems for a project she's working on. The procedure requires that she complete a form agreeing to the terms of use. She needs to...

Jira Service Desk Service Management

Improved Jira Data Collection Promotes One-touch Service

Posted March 5, 2018 By Jenny Choban

Look into the queue of any Jira Service Desk project and you’re likely to see a lot of requests that are "waiting for customer".

Jira Administration Service Management

10 Steps to Implementing ProForma and JSD for Business Teams

Posted February 14, 2018 By Jenny Choban
When a team is ready to begin the process of converting to Jira Service Desk, following a well laid plan will help and ensure a success low-stress and successful transition. Steps...

Jira Administration Service Management

Why You Need ProForma Custom Forms & Fields for Jira

Posted January 29, 2018 By Jenny Choban
Many of your teams are probably already using designated software systems to handle their core tasks (an accounting system for finance, a payroll system for HR). However, these...

Jira Service Desk Service Management

Mind Your Queues: Optimizing Request Management with JSD

Posted January 22, 2018 By Jenny Choban
Converting your business teams’ request management to a service desk model is advantageous for both the teams and the customers they serve. If multiple business teams are using Jira...

Service Management Jira Service Desk

Selling the Service Desk Model

Posted November 21, 2017 By Jenny Choban

You know you have a good thing in Jira Service Desk. You suspect that it could be a great tool for teams across your organization. But you’ve found it difficult to convince the Big...

Jira Service Desk Service Management

Better Service: The Innovation People Actually Want

Posted August 13, 2017 By Jenny Choban
I listened to a podcast the other day where the host said that people in Silicon Valley have begun to roll their eyes when they hear the word “innovation”. I’m not surprised. The...

Jira Service Desk Service Management

Did it work? Measuring Success of Moving to a Service Desk Model

Posted July 26, 2017 By Jenny Choban

Before You Have the Metrics...You Need a Plan

This is one of the several questions you should be asking as part of planning your implementation. Like any change, the conversion to a...

Jira Service Desk Service Management

Beyond Forms: ProForma Process Templates

Posted July 24, 2017 By Jenny Choban

You’re sold. You know you love JIRA and the idea of any business team being able to create their own forms and attach them to JIRA issues sounds like a good one. So what’s the deal...

Service Management

How's Your Internal Customer Service?

Posted July 19, 2017 By Jenny Choban


The secret shopper calls did a lot of things. It gave us data to support what already knew (or at least hoped) to be true - the fact that we provided great service to our external...

Jira Service Desk Service Management

What the hell is a Process Template?

Posted June 26, 2017 By Jenny Choban
Wouldn’t it be great if teams could drive their business processes and not the other way around? What if any team could use JIRA’s workflow engine to power their processes? What if...

Jira Service Desk Service Management

JIRA and ProForma: Better Service for Less Money

Posted June 14, 2017 By Jenny Choban

What if you could empower every team in your organization to deliver better service and save money at the same time? Sound too good to be true? Powering up your business processes...

Jira Administration Service Management

Applying the Service Lifecycle Beyond IT

Posted April 19, 2017 By Jenny Choban
As the use of service desks expands beyond IT, it’s worth considering how the ITIL service lifecycle fits for other business teams. Applying the lifecycle model helps ensure that ...

Service Management Jira Service Desk

Customer Service - Getting Better or Going Down Hill?

Posted April 12, 2017 By Jenny Choban
Now that we have CRM and all these great tools, customer service isn’t really a problem anymore, right? Not so fast. The New York Times recently published an article coaching...

Jira Administration Service Management

Five Strategies for Getting Buy-in When Implementing ProForma for Your Business Teams

Posted April 7, 2017 By Jenny Choban
You know your business teams carry an overwhelming workload. You know the power of being able to automate workflow, track requests and allocate resources based on real data about...

Jira Service Desk Service Management

JIRA Service Desk for Any Team

Posted December 3, 2016 By Simon Herd


It’s probably no surprise that IT departments always have the coolest tools. IT folks know what’s possible and have an eye on what’s new and available.

Jira Administration Service Management

Processes Are More Alike Than Not, Across Different Organizations

Posted October 13, 2016 By Jenny Choban


We are all more alike than we are different. Whether you engineer software, manufacture gadgets, or serve up the best burgers in town, you need to follow the same sound business...