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Jira Service Desk Service Management

Three Building Blocks of Enterprise Service Management

by Jenny Choban on July 16, 2018

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 extending those principles to all of your service teams?


The Platform

Providing great service requires a great platform. That means teams that manage a high volume of requests, teams like – Finance, HR and Marketing – need a sophisticated tool for handling request management. Jira Service Desk is ideal. By expanding the use of JSD to adjacent teams, your organization can leverage the investments it has made in IT and reduce the cost and complexity associated with supporting multiple systems.

When business teams build their service catalogue into JSD, those processes become streamlined and standardized. Approvals  and notifications can be built in. Since requests are organized in a queue, rather than buried in an inbox, they can be responded to quickly.

The Portal

Good customer service is convenient, fast, consistent and friendly. You want that for your internal customers as well as your external customers. Converting teams to Jira Service Desk makes it easy for employees to get help. The JSD customer portal becomes a service center – one-stop shopping for employees who need help, regardless of whether they’re asking IT to change a server or maintenance to change a lightbulb.

As you begin moving teams into JSD, consider the ProForma add-on. ProForma makes it easy to create forms that embed in Jira issues and that can be published on the JSD customer portal. This means that rather than having all of the information associated with a request lumped together in the description field (or not included at all), teams can use forms to prompt customers for the process-specific information needed to fulfill the request. This reduces the need for going back and forth to get more information, saving time for both the customer and the service agent.

You can enhance your portal by linking it to a Confluence self-help knowledge base. Empowering employees to resolve problems for themselves saves time, money and frustration.  It’s also a great way to spread knowledge. When people do things for themselves, they remember how, and can share that knowledge with others.


The People

No matter how wonderful the technology, the key to good service is always the service team. Good tools help them help others. Service agents can easily track what’s been done and what needs to be done. Queues can be structured to automatically assign specific tasks to the most appropriate service agents. The process for escalating issues can be built in, supporting rapid responses to the most critical problems.

JSD also makes life easier for service team leaders. Armed with data about how often each item in their service catalogue is requested and the amount of time needed to fulfill those requests, managers can predict demand and allocate team resources accordingly. They can commit to SLAs to increase trust and enhance the team’s reputation. And they can use real data to keep team members on track and motivated.

To get a quick start on converting teams to Jira Service Desk, check out the ProForma library of process templates. The templates were purpose-built in consultation with industry experts and can be easily modified to meet each team’s needs.  Process templates include a JSD portal form, request type, workflow and any needed secondary forms all in one install. It’s a great way to demonstrate Jira’s potential for any service team.