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ITSM

Implementing ITSM change management in Jira

For decades, combining software development and ITSM change management processes was really difficult to implement. But in 2021, Atlassian made a brilliant and bold move to offer this in Jira Service Management in the Cloud. Keep on reading to learn more about what this recent development means for ITSM change management processes carried out in Jira.

Przemysław Wysota

8 September 2021 • 24 min read

ITSM

4 challenges of knowledge management in organizations

What to do with the knowledge that your company produces? One of the most common approaches is developing a knowledge base. Let's learn how to build one.

Przemysław Wysota

26 August 2021 • 25 min read

ITSM

5 secrets behind the success of highly efficient IT teams

How to become a highly efficient team? The perfect solution doesn't exist but we want to share some tips and tricks to bring the team effectiveness to the higher level.

Martyna Wiśnik

12 May 2021 • 21 min read

Apps

How to enable self-service in Jira Service Management

Originally published December 20, 2019, updated February 9, 2021 Nowadays, self-service becomes a new sexy. Customers seek for on-demand problem solving, which is something support teams have to consider. According to Forrester Research, 72% of customers prefer self-service over the phone or email support. Given that they can easily find and use these capabilities, providing them can reduce […]

Karolina Lasoń

20 December 2019 • 22 min read

ITSM

Let’s talk to a robot – using chatbots as part of the support team

  Originally published October 1, 2019, updated February 5, 2021 More than two-thirds of marketers say their companies compete mostly on the basis of customer service (according to Gartner). Organizations do what they can to make their support teams available and productive. That’s true for support directed at both internal and external clients who generally […]

Radoslaw Cichocki

1 October 2019 • 23 min read

Apps

SLA management in Jira Service Management

Originally published September 25, 2019, updated February 5, 2021 Great user experience doesn’t stand only for presenting an exceptional user interface, eye-catching graphics and helpful content. It also includes delivering high-quality customer service, which we can do by solving our clients’ problems within a specified deadline. Especially in industries like IT or telecommunication, companies define time-based goals for their support team and include them in the end-user […]

Karolina Lasoń

25 September 2019 • 23 min read

Apps

Securing Jira Service Management with permissions

 Originally published August 12, 2019, updated January 5, 2021 Online security is not only about the technology and processes, but also about the people. Especially that over 95% of security breaches happen because of human error. And such error may give unauthorized people access to vulnerable data that not only our customers but also our employees entrusted us […]

Karolina Lasoń

13 August 2019 • 25 min read

Apps

Extending Jira Service Management Server automation possibilities

A lightning pace of changes taking place in technology is reflecting on all industries, including IT and ITSM. Such technologies like machine learning, artificial intelligence and automation may become a challenge if we won’t go outside of our comfort zone and embrace them. To do this, we need to work with experts in specialized fields that were created in […]

Karolina Lasoń

19 June 2019 • 13 min read