There are 5 reports that we think support teams ought to be looking at, which either come with Jira Service Management or can be generated using Marketplace reporting apps.Ĭustomer satisfaction report – this lets you see your customer satisfaction (CSAT) ratings in chart form. Jira Service Management reports that all support teams will find useful Jira dashboards let you add multiple reports (called gadgets) to a single page and offer the most dynamic kind of reporting.ĭashboards also allow you to enhance your JSM data visualization and data storytelling by adding Atlassian Marketplace apps like Custom Charts for Jira, which offer more control over chart type, data choices, color, descriptions, and labels. The custom reports can be edited and you can create your own. Jira Service Management comes with default reports, custom reports, and dashboards. Both of these things require looking at reports. In order for service desk teams to maintain customer satisfaction, they need to measure how well they’re doing and identify areas in which they could do better. After all, your SLAs are basically useless if you’re not tracking your performance against them. It’s much more flexible and comes with several out-of-the-box reports, along with the ability to create your own, so you can check how well you’re complying with your SLAs. Jira Service Management lets you create the SLAs you want in a matter of minutes. However, a lot of traditional service desks make it difficult to configure, change, track, and report on SLAs. Many support teams use service-level agreements (SLAs) to ensure that they are delivering good service. The fact that JSM does not rigidly adhere to ITIL allows scope for features inspired by agile methodologies, such as agile incident management, cross-team collaborative capabilities, and improved reporting. In the past these were two very different disciplines. Plus, JSM is an agile tool as well as being an ITSM tool. Because Atlassian knows that these are all most companies need. Jira Service Management (JSM) keeps things simple for support teams by incorporating the four core ITIL processes only: request fulfillment, incident management, problem management, and change management. Many of those processes just aren’t relevant to most companies. This makes them too expensive and too complicated to use. The problem with many ITSM service desks is that they’re overengineered, incorporating most if not all of the 26 processes described in the IT Infrastructure Library (ITIL). How Jira Service Management simplifies ITSM You could now say that Jira Service Management is more of an enterprise service management (ESM) tool than just an ITSM one. As a result, Atlassian have added features for business teams as well, such as project templates for facilities, legal, HR, and general service management. A facilities team might use one for building maintenance issues, desk moves, event planning, and requests for equipment. For example, a HR team might use one to onboard/offboard employees and handle requests from new starters. Over time, Atlassian realized that non-ITSM teams were starting to use service desks to provide services in an ITSM-like way. “I need a new phone/laptop” or “I need a password reset” or “my system isn’t working properly”. Service desk software is used by those customers to request service by generating a ticket, e.g. Originally, Jira Service Management was targeted solely at IT service management (ITSM) teams, who manage and maintain hardware and software for their customers, whether internal or external. Jira Service Management: an ITSM tool that’s not just for ITSM And how your Jira Service Management system can turn your support team into customer service pros. This Jira Service Management guide explains what a good service desk, used in the right way, actually involves. A good service desk, used in the right way, is essential for maintaining customer satisfaction. If something goes wrong, the support team has to make sure it’s resolved quickly. If a customer needs something, the support team has to make sure they get it. Originally known as Jira Service Desk, Atlassian reintroduced the platform as Jira Service Management with multiple enhancements designed to benefit modern support teams in the post-2020 environment.Ĭustomer satisfaction rides on the support team’s back, sometimes more than any other team. Jira Service Management is an end-to-end service management platform for IT teams and business teams handling service requests from customers or employees.
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