Today’s consumer is more shrewd, self-educated, and independent than ever before.
Therefore, it has become paramount that IT service teams be able to deliver on big customer expectations. This includes always-on services and an exceptional customer service experience.
To be able to do that, businesses need a flexible, agile, collaborative IT service management (ITSM) solution. Additionally, they need to be able to customize it to best suit the needs of their customers.
Atlassian knows this well and has been diligently working behind the scenes to expand and improve the already super popular Jira Service Desk platform.
Their result? Jira Service Management (JSM): a new ITSM solution and expansion on JSD which enables customers to streamline and accelerate service delivery with less complexity and greater cost efficiency.
We’ve written before about how to identify the right ITSM solution as well as how Jira Service Management differs from Jira Service Desk. So, if you’re just beginning your ITSM journey, we invite you to begin with these two resources.
Today, however, we’re going to move beyond the basics and tell you bluntly, why we as IT veterans ourselves, believe you should choose Jira Service Management as your ITSM solution. Let’s dive in!
Reason #1: One Platform to Rule Them All
But seriously…Jira Service Management unites your IT Service, DevOps, and Customer Support teams all on one platform. Not only does this simplify costs and workflows, but you can provide a more streamlined, efficient, and cohesive experience for the customer by removing silos and having the teams mentioned above work together.
Furthermore, as a member of the Atlassian family of enterprise solutions, Jira Service Management integrates flawlessly with Confluence for an integrated Knowledge Base as well as Opsgenie for improved service and incident management workflows.
And, if you opt for JSM Cloud, Opsgenie and Insight Asset Management are complementary additions to your license.
And if you’re already using Jira Software, you can connect your IT tickets to the development team’s backlog. This will allow you to pinpoint the root cause of recurring issues, eliminate the need for additional escalation, and close the feedback loop between teams.
Reason #2: JSM is More Cost-Effective Than Legacy Tools
With Jira Service Management, you can eliminate much of the maintenance and upgrade costs associated with managing legacy tools with simple upfront pricing.
If you select the cloud version of Jira Service Management, you can get even more from your investment including:
- No servers, storage, or maintenance required- Atlassian automates this for you.
- No need to schedule and perform upgrades- Atlassian provides immediate access to new features and automatic upgrades.
- Elastic scaling, as needed through AWS cloud hosting.
Reason #3: Quick Start = Less Downtime!
Deploying legacy tools like BMC Remedy and ServiceNow can take up to a year to fully implement depending on the number of teams using the product, the size of your workforce, and the complexity of your infrastructure.
Even one day of downtime for your IT operations teams or software development can cost you thousands of dollars in lost productivity. For many, this is simply not an option.
With Jira Service Management, you can deploy rapidly. JSM offers an intuitive interface that can be spun up quickly and efficiently with no code and ready-to-use templates so teams can get right to adding value and delivering great customer outcomes.
Reason #4: Extend the Power of Jira to Your Customers
Jira Service Management also provides your organization the ability to implement an intuitive ticketing portal where customers can get straight to what they care about most: the progress of their service requests.
On the agent-facing side, efficient, templated problem management workflows allow your business teams to provide updates and contextual information to the tickets. Furthermore, you can customize visibility so that only the appropriate parties see the information you provide.
And, as stated previously, an additional Confluence Knowledge Base widget can be added to provide helpful FAQ articles and documentation to both customers and your service team to facilitate faster resolution and overall better request management.
Reason #5: Enterprise Capabilities
Jira Service Management Premium and Enterprise editions also provide over 99% service-level agreements (SLAs), unlimited storage, performance metrics, advanced change management and configuration management controls, API, and more to help you get the most from your Atlassian investment.
Coyote Creek Can Help You Optimize Your JSM Implementation
At Coyote Creek, we now understand better than most the need to select the right Atlassian products that not only enable you to provide an exceptional customer experience but also fit your business objectives and budget.
We’ve been through the process ourselves, and we’ve helped numerous clients make the most of their Atlassian investment by optimizing licensing and pricing, using co-termination where appropriate, and executing a thoughtful, best-practices migration and implementation.
We can empower your IT teams to do their best work and provide a high-quality, high-velocity customer experience by ensuring your Jira Service Management instance can facilitate self-service, remove siloes between your teams, and find areas to increase agility at every possible turn.
Additionally, if you’re currently using a Server version of Jira Service Management or Jira Service Desk, we can create a custom migration plan to get you over to either Cloud or Data Center version of JSM while minimizing downtime for your teams.
We’re Atlassian experts, well versed in Jira Service Management as well as other common applications like Jira Software, Confluence, BitBucket, Opsgenie, and Atlassian Marketplace applications.
Learn more about how Coyote Creek can support your organization by contacting us today for a free consultation.