Getting Started with Jira Service Desk - An ITSM guide for small and medium enterprises

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1 Getting Started with Jira Service Desk - An ITSM guide for small and medium enterprises

2 "Getting Jira Service Desk up and running was trickier than we expected, so we reached out to the experts at Praecipio Consulting. Their smart and personable team taught us more than we could ve imagined and set us up for success. We will definitely reach out to them for future work." Greg Berglund, Assistant IT Director Customers rely on technology to get their job done, and when that technology isn t working right, the pressure mounts on them and, in turn, on you. As the IT service desk grows, choosing the right service desk platform can help your team increase productivity, consistently meet servicelevel agreements (SLAs), and improve customer satisfaction. Jira Service Desk, an enterprise-grade platform, is the industry favorite for delivering on these benefits. When companies look closer at Jira Service Desk, they often find that resources for deploying the platform target large enterprises. Concerns arise whether it can be deployed in a reasonable timeframe or whether it s a good fit at all. This white paper introduces the benefits of Jira Service Desk and offers a streamlined approach to deployment that is accessible to any sized company. Getting Started with Jira Service Desk - Praecipio Consulting 2018 Page 2

3 Why Jira Service Desk Atlassian s Jira Service Desk is a highly regarded service desk platform. Service desk managers are often made aware of the platform as a result of other Atlassian products being used in the company, such as Jira and Confluence. Jira Service Desk integrates with both of these, enabling the IT service desk to integrate workflows across the larger organization for improved collaboration and productivity. Jira Service Desk is also IT Infrastructure Library (ITIL)-certified. It is therefore an ideal choice for companies that want to get started with the framework of best practices for delivering IT services, but don t know where to start. Jira Service Desk meets all of the mandatory and integration criteria for the ITIL processes IT teams care about most: request fulfillment, incident management, problem management, and change management. As a result, Jira Service Desk can help you implement core ITIL processes while improving key support capabilities. Getting Started with Jira Service Desk - Praecipio Consulting 2018 Page 3

4 ITSM organizations also laud Jira Service Desk for its flexibility. Instead of prescribing specific support workflows, the service desk platform allows organizations to build out and customize workflows that enable businesses to apply the ITIL framework appropriately. Organizations can also use templated workflows and then customize them as needed. In addition to its flexibility, Jira Service Desk is also very simple to use. Organizations are looking to make ITSM less complex and overburdensome, and Jira Service Desk is the simple, more elegant option for managing processes and tools. Jira Service Desk also helps teams improve productivity. The service desk platform automates repetitive and recurring tasks, enabling teams to focus on critical issues that require their expertise rather than becoming mired in redundant tasks. Jira Service Desk also organizes and prioritizes customer requests, ensuring that team members address the most important issues first. Advanced, real-time reporting also helps teams improve productivity. Managers can see performance metrics in real time to better understand trends in the organization s workload. For example, you can see the amount and types of requests coming in, and how they re being resolved. Stock reports include created versus resolved, time to resolution, SLA met versus breached, and resolution by component. You can also create your own custom reports to query any combination of performance data. Finally, Jira Service Desk is a popular choice for IT service desks due to its cost. An enterprise-sized budget isn t required to leverage Jira s enterprise-grade features and capabilities. The platform s low cost makes them accessible to any sized organization. However, to be successful, you must approach deployment accordingly. Getting Started with Jira Service Desk - Praecipio Consulting 2018 Page 4

5 Streamlining Jira Service Desk Deployment Large enterprises often undergo lengthy deployments to take advantage of Jira s flexibility. They hire consulting firms like ours to implement the tool and processes. elaborate workflows. An experienced consulting firm will work iteratively, meeting with stakeholders daily to gather requirements and demo the previous day s deliverables. At the end of the months-long engagement, the organization has a custom-built Jira Service Desk deployment. That approach works well for large enterprises with mature ITSM organizations, but that doesn t mean it will work well for you. The very same benefits we discussed previously can be stumbling blocks in the deployment process when inexperienced enterprises try to do it themselves. The customization options can be paralyzing, and the out-of-the-box workflows are too basic for all but the smallest organizations. It can be difficult to find folks who have have combined Atlassian and ITIL experience and, when you do, you face lengthy (and costly) consultation projects. The good news is, a Jira Service Desk deployment doesn t have to be lengthy, pricey, or complex but you do have to know what you re doing. The good news is, a Jira Service Desk deployment doesn t have to be lengthy, pricey, or complex but you do have to know what you re doing. Enterprises that are new to ITSM or Jira Service Desk need a streamlined deployment one that s business appropriate and reduces time to value. The secret is in the our experience and intellectual property.the most labor-intensive piece of a Jira Service Desk deployment is configuring the environment. While Jira s flexibility can be a benefit for mature ITSM organizations, the truth is most companies don t need heavily customized workflows. In fact, the basic workflows most ITSM organizations require are standard best practices. While the vast majority of ITSM organizations require a change management workflow Getting Started with Jira Service Desk - Praecipio Consulting 2018 Page 5

6 that s more robust than the one included with Jira Service Desk, very few need one that s highly customized. By forgoing unnecessary customizations and implementing industry standard workflows, organizations significantly reduce deployment time and, subsequently, the costs associated with it. That said, most organizations still require the assistance of a consulting provider that has extensive experience working with companies of all sizes. Based on this varied experience, the provider can give you exactly what you need and nothing you don t. A provider that knows ITIL can deliver an industry-standard implementation of Jira Service Desk with lighter customizations to make it yours in half the time it takes for a traditional deployment. And if you decide, at a later time, that you do indeed want to customize workflows further, you still have that option. Getting Started with Jira Service Desk - Praecipio Consulting 2018 Page 6

7 About Praecipio Consulting Praecipio Consulting helps businesses enable DevOps transformations to improve collaboration and visibility to release better software, faster. Specializing in IT processes, best practices and ITIL, SAFe, and ALM frameworks, Praecipio Consulting has achieved a stellar NPS score of 75 from its clients including the world s top retailer, beverage company, automotive retailer, and the largest healthcare services company and electronics manufacturer. As an Atlassian Platinum Solution Partner, Praecipio Consulting leverages the entire Atlassian suite to offer product licensing, training, managed services and managed hosting, and custom development. For more information, visit praecipio.com. About Atlassian Atlassian unleashes the potential in every team. Our collaboration software helps teams organize, discuss and complete shared work. Teams at more than 65,000 large and small organizations including Citigroup, ebay, Coca-Cola, VISA, BMW and NASA use Atlassian s project tracking, content creation and sharing, real-time communication and service management products to work better together and deliver quality results on time. Learn about products including Jira Software, Confluence, HipChat, Bitbucket and Jira Service Desk at atlassian.com PRAECIPIO CONSULTING sales@praecipio.com 5918 W Courtyard Dr. Suite 450 Austin, TX 78730