If you are involved in IT delivery, you probably want your organization to feel that your efforts help them reach their individual goals. And you want operations to feel that you are a value-creating partner. 

You also want to show that IT is adapting to the world's changing demands and behaviors, such as Agile, DevOps and cloud services. All this, while you are expected to manage technical hitches, security incidents and stoppages.

Old IT service structures don’t work anymore

Most people in your situation feel bogged down with their old structures and ways of working. If you are like them, your work keeps getting more redirected to focus more on the customer. You may also feel you need to give your team the power and conditions to rapidly and expertly support wide-ranging activities. For all these reasons, there is a great move towards embracing modern IT Service Management (ITSM).

But with the traditional and complex system support for ITSM, it is easy to get stuck in stiff, inert, ways of working. 

Operations and customers frequently expect more and better from IT. They need faster, better and cheaper IT deliveries. Before, you could only choose two of these options at the cost of the third. 

We would argue that you can now, in many cases, choose all three. We see it happen all the time, with the use of Atlassian’s Jira Service Management.

Jira Service Management - ITSM for Agile teams

Traditional ITSM system support is usually built for siloed organizations. You often see groups for different technical areas and types of applications. At its worst, this can create fertile ground for a "blame game". 

With Jira Service Management, you can transition to a team-orientated and flexible (Agile) way of working. A culture and way of working where the team has a shared responsibility for satisfying the operations. Many organizations are trying to tear down their traditional silos and start working more team-oriented with the customer in focus. The culture and the ways of working in DevOps are examples of this. 

ITIL 4® is your friend

To keep in step with this development, ITIL® 4 was introduced in February 2019. This was a much wanted development of the popular ITSM framework. ITIL 4 gives you a framework to use, to transform your activities to work more Agile and establish a DevOps culture. The framework has been developed to focus on:

  • the customer 
  • flexibility 
  • cooperation 
  • human-centered processes 
  • speed

With Atlassian's Jira Service Management, you get all the opportunities to be part of this journey and develop all of the above capabilities in your organization.

Improve even further with apps from the Atlassian Marketplace

It’s easy to add to your tool stack and improve even further, through a plethora of apps in the Atlassian Marketplace. For example:

  • If you want to add an integrated system for knowledge management, add Atlassian Confluence. 
  • If you need control of how your IT environment is structured and how the components fit together, add Atlassian Insight as a configuration management database.

There is a smorgasbord of more than 1,000 add-ons in Marketplace, with different functions to choose from to develop your ITSM platform. And if you want to have the development department totally integrated with the delivery and operations organization, you just add Jira Software. Still at an attractive cost.

In summary: Better, faster IT services through modern ITSM

You can deliver better and faster IT services through transparency and better cooperation between the activities, development teams and IT teams. Your employees will be more motivated and driven, and you will enhance your capability for innovation and automation. 

We have seen great results at organizations that use Jira Service Management from Atlassian. They have a transparent and competitive price model, and gives you ample opportunity to improve even further through the extensive ecosystem in the Atlassian Marketplace.

Published: June 7, 2022