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Category: Jira service desk

ThinkTilt News Jira Service Desk

Empowering Service Teams with Multiple Forms on a Single Jira Request

Posted August 2, 2018 By Jenny Choban

ProForma is designed to help you easily collect, view and organize all of the information you need on a Jira issue – without wading through long comment chains or having to parse...

Marketing Jira Service Desk

Simplifying Content Creation with JSD & ProForma

Posted July 30, 2018 By Jenny Choban

A large health insurance company needs to produce articles for their monthly, member newsletter. In some ways, these articles are just like any other piece of content. They need to...

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...

Jira Service Desk Service Management

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 Jira Administration

Trello, Jira or JSD: Which is Better for Business Teams?

Posted July 9, 2018 By Jenny Choban

Having to choose between a couple of great options is a nice problem to have. Still, you do want to make the right choice, and what's best for one team may not be what's best for...

Jira Service Desk Jira Administration

4 Ways Moving Business Processes to JSD Improves Governance

Posted July 4, 2018 By Jenny Choban

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...

Jira Service Desk Risk Management

Better Compliance with ProForma & Jira Service Desk

Posted June 13, 2018 By Jenny Choban

“We don’t just have 65 different buckets of money,” my boss used to say. “We have 65 different sets of rules.” I worked at a social service agency. Our services were funded by...

Jira Service Desk Case Studies

How the LSU Foundation Said Goodbye to PDFs and Streamlined Processes with ProForma

Posted June 1, 2018 By Jenny Choban
The LSU Foundation works to cultivate philanthropic partnerships in order to advance Louisiana State University’s academic priorities. They use Jira Service Desk to manage requests...

Procurement Jira Service Desk

Making the Most of Jira Service Desk Flexibility

Posted May 29, 2018 By Jenny Choban
Sometimes a great solution is right in front of your face and you don’t realize it.  A tool you already have could be the perfect solution to a problem you’re confronting, but you...

Human Resources Jira Service Desk

Two Ways Jira Can Make HR More Agile

Posted April 18, 2018 By Jenny Choban
There’s been a bit of buzz about Agile HR recently. It makes sense. More responsive HR results in better, happier, more professional employees and that can only be good for the...

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...

Legal Jira Service Desk

Paper Chase: Better Document Tracking in Jira

Posted April 9, 2018 By Jenny Choban
As much as we like to talk about going paperless, we still haven’t gotten away from paperwork. For many teams, drafting, editing and approving documents is a core function of their...

Jira Service Desk Jira Administration

Simple Jira Administration & Tailored Service with ProForma

Posted March 14, 2018 By Jenny Choban

Every business process is driven by data. Whether you’re responding to a request for an invoice or giving an employee a well-deserved pay raise, you need to collect, transfer and...

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 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...

Jira Service Desk Jira Administration

Systems of Record vs Systems of Engagement: Have Your Cake and Eat It Too with Jira

Posted December 4, 2017 By Jenny Choban
Reading about the trend of “systems of record” being displaced by “systems of engagement” reminds of course I once took on nutrition for preschool-aged children. We learned all...

Jira Service Desk Service Management

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 Jira Administration

One Solution for Service Teams: Forms & Templates for Jira

Posted October 30, 2017 By Jenny Choban
Every team is a service team. Business units like HR, Finance and Marketing handle hundreds of requests from internal and external customers. Yet their designated software systems...

Jira Service Desk Jira Administration

Beyond SLAs: Collecting Meaningful Metrics

Posted October 25, 2017 By Jenny Choban

Google "most important help desk metrics"  and you’ll get a lot of very homogeneous looking results. Your screen will fill with titles like, Top Ten Service Desk Metrics, The Seven...

Jira Service Desk

Making JSD Yours While You Make it Everyone’s

Posted September 27, 2017 By Jenny Choban

The Advantages of Having Business Teams Use Jira Service Desk

Every team needs a service desk. Whether they are internal or external we all have customers. And we all have processes...