ITSM Accelerator
Accelerate your ITSM journey with Jira Service Management
Atlassian's Jira Service Management is designed for flexibility; adapting to any company’s scale and process. But this requires knowledge of which features and configurations to deploy, and skill to best align it to industry best-practice.
Jira’s out-of-the-box templates help get you started, but the additional configuration can take months, with trial-and-error making it challenging for those without experience.
GLiNTECH’s ITSM Accelerator solution has been designed for those wishing to harness the benefits of Atlassian Cloud, fast and without the painful change process creating additional problems.
It’s been curated by GLiNTECH’s Atlassian and ITSM experts, with features curated from the ‘most wanted’ list of our Enterprise clients. It’s designed to provide all the functionality you need to effectively manage your IT Services (and more) from day 1, with minimum fuss.
What does the package offer vs JSM ‘out-of-the-box’?
The solution deploys a number of additional features and capabilities to successfully manage a busy request portal.
These provide:
- Speed and accuracy - reducing the need for tacit knowledge or back-and-forth questioning
- Increased visibility - relevant contextual and historical details are surfaced on tickets, providing insight when it matters
- More robust services - better incident and change processes; reduced time to resolution and powerful automations mean increased service quality for all
JSM’s powerful features provide a significant ROI to IT and Service teams; this package is designed to fast-track that value.
Solution Inclusions
- Analysis & Enablement Workshops
Structured workshops with key stakeholders (Service Desk Manager, Agents, etc.) to confirm outcomes, understand pain-points, outline target design. The enablement workshop provides a full handover of your new, optimised JSM and Assets project.
- Configuration Import & Setup
Using GLiNTECH’s Assets Configurator app, we import all the schema’s, object types, attributes and automations you need for robust ITSM practices. Your consultants use the information gathered during the workshops, along with to configure and customise your implementation appropriately.
- Software Training
Two software training courses, with presentations, demonstrations and extensive hands-on lab activities. This enables your team to understand and leverage the power of all new JSM Cloud features.
- Support on-demand
For peace of mind and to maintain momentum, our experts are available on-demand to answer questions, or tweak configuration at any time as you roll this out.
- Roadmap & Advisory
Every organisation is unique, so we have experts available for any additional guidance on Integrations, customisations, or anything else you need to incorporate JSM into daily use. We work with you to identify a future state roadmap to extend your value from JSM in future.
Solution Outcomes
- JSM portal configured for up to 10 Service Requests, 2 Incident Forms & 1 Change Management
- Robust Assets Schema’s & Attributes for People, services & Assets
- Initial CSV load of people and assets
- Suite of Automation Rules, configured to your instance
- 2 training courses and workshops for an enabled team
Most Suitable For
Anyone on Jira Cloud that wants an accelerated uplift of their JSM capabilities, based on industry best practice.
Service Desk managers looking to free up their agents time, moving away from administrative processes to work on higher value tasks.