It’s a fact: we live in a world of services and IT is at the heart of this transformation. Today’s customers want fast, flawless service, and IT teams are under pressure to deliver this service efficiently, optimizing costs and demonstrating value.
All of this is also intensified by the emergence of DevOps and agile movements that are increasing the pressure on traditional approaches to IT service management.
As product teams continue to reduce their time-to-market, other business teams must bring more agility in their responsiveness and support.
In that sense, IT teams are shifting to more effective and agile approaches that value ease of use, collaboration, and knowledge sharing rather than complex and inflexible workflows. Applying more efficient and agile principles to IT service management can help your teams gain effectiveness, stay agile, and focus on services that deliver business value.
In the event that your organization is uncomfortable using heavy, old tools, it’s time to switch. Like many businesses, you may have worn yourself out to pay for workflows in your IT service management that you never use or employing an army of developers to maintain time-consuming, complex, and therefore costly customizations.
The Value of Agility in Your IT Service Management
Agile IT teams are more adaptable to changing needs, increase speed when delivering new technologies, and improvise when faced with obstacles. These teams also follow the needs and strategies of the business rather than just completing protocols and delivering Service Level Agreements (SLAs).
When your teams are aligned with the business strategy, they can simplify day-to-day work and keep the focus on driving technology improvements for the company, from sales and marketing to new digital services that ensure customer success.
Elevate IT Service Management
IT Service Management or ITSM is simply how you manage the delivery of end-to-end IT services for your customers based on best practices and ITIL (Information Technology Infrastructure Library) is one of them, as well as the most widely adopted practice of IT service management frameworks.
While Agile is a set of best practices, offering an industry pattern with an interactive approach to delivering business value. Agile aligns teams with customer needs and business goals to enhance the importance of delivering this value.
When IT teams are looking to increase speed, improve efficiency, and decrease waste by maintaining muscle and discarding what is a hindrance, they combine ITIL and Agile to provide a much more pragmatic approach to IT service management.
Applying lean and agile principles in your IT service management leads to collaborative service delivery and interactive service improvement. By leveraging core principles as guidelines for ITIL and Agile, your IT service management will shift from “doing everything the right way” to “doing things right.”
Atlassian Jira Solutions for IT Service Management
Atlassian was founded in 2002 with a mission to unleash the potential in every team. Atlassian’s IT service management tools (Jira Service Desk, Jira Software, Confluence, HipChat, Bitbucket, and Trello) eliminate the friction inherent in teams and make it easier to get organized, discussed, and work together.
These IT service management tools are suitable for teams of all types and sizes in virtually every industry: from IT and services teams to technical and software teams; from sales and marketing to human talent, finance and legal teams. The careful investments Atlassian has made to ensure that these products support so many different teams reflects its ongoing commitment to research and development.
Jira Service Desk, Jira Software, Confluence, HipChat, Statuspage, and Trello are the foundational products that form a robust foundation for an ideal IT Service Management (ITSM) solution. The Riada marketplace add-ons, Insight, and Insight Discovery form a backbone for an asset library.
Each of these IT service management tools has a specific role to provide the context and functions needed to support a collaborative, communicative, and efficient service operation.
See You in the Cloud!
As an Atlassian Platinum Enterprise Partner and accredited with the ITSM badge, at Itera we have certified specialists whose focus is on the adoption of collaborative management in Jira, on the architecture of cloud services and on the best practices for the adoption of IT Service Management in perfect balance that streamlines and aligns your teams.
Here you can watch our webinar on IT Service Management
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