The Top 7 Features to Look For in an ITSM Solution

If you’re reading this, we’re willing to bet you already know what IT Service Management (ITSM) is and why it’s critical to ensuring that your IT services are always available for employees and customers. 

And if you’re considering Jira Service Management (JSM) as your ITSM solution, you likely already understand that the expectations for always-on, high-quality IT services are higher than ever as innovation expands, technology becomes more customizable and convenient, and more companies are working remotely.

But with so many options and features available with ITSM solutions, you might have questions about some of the features, what they mean, and whether or not they’re necessary for your ITSM program. 

In this post, we’re going to take a look at 7 of the most important features to look for when selecting an ITSM solution to enable your teams to be more agile and deliver an outstanding customer service experience. 

We also have a Jira Service Management Cloud Comparison Datasheet that we invite you to download after familiarizing yourself with these JSM features so you can see how they stack up against JSM’s pricing tiers.

Let’s dive right in!

1. Service Request Management

With Service Request Management, you can manage tasks across business teams in one place so your IT team members and valued customers can quickly, and easily resolve service requests. 

With a simple and intuitive system, your IT teams can spend less time answering repeat FAQs, streamline their ticketing workflows, and focus on resolving major incidents. Important capabilities within your request management feature include:

  • Help desk / self-service customer portal
  • Reporting and analytics
  • Request queues
  • Service Level Agreements (SLAs)  

2. Incident Management

With Incident Management, your Development and IT Operations teams can collaborate to quickly resolve incidents and learn from them to continuously improve the ITSM lifecycle. Important Incident Management capabilities include:

  • Alerting and on-call management 
    • Opsgenie customers will be glad to know that this CI/CD tool, along with other relevant Atlassian products, integrates seamlessly with JSM.
  • Streamlined communication between teams
  • Major incident escalation
  • Post-mortem analytics

3. Problem Management

With Problem Management features, you can pair incidents with problems to pinpoint the root cause of an issue with high-velocity, analyze it, and create workarounds for users while you determine a long-term fix for the issue. Important Problem Management capabilities include:

  • Problem logging functionality
  • Problem scope
  • Root cause investigation
  • Resolution

4. Change Management

With Change Management features, you can equip your IT Operations teams with the proper contextual information, around software development changes, that they need to make better decisions and decrease risk exposure. Important Change Management capabilities include:

  • Risk assessment
  • Approvals
  • Automation
  • Deployment tracking
  • Change templates and calendar

5. Asset Management

Another important aspect of a solid ITSM tool, and currently a Jira Service Management feature, is a flexible data structure that enables your teams to customize how they manage assets. 

This includes the ability to track ownership throughout the asset lifecycle while simultaneously reducing costs. Important Asset Management capabilities include:

  • Asset review
  • Asset discovery
  • API imports and integrations for federated assets

6. Configuration Management

The ability to configure how applications and services are supported is key to having the right visibility to anticipate the impact of changes. 

This also empowers your DevOps teams to better manage the risk associated with their deployments and rapidly resolve incidents if/when they happen. Key Configuration Management capabilities include:

  • Dependency mapping
  • Infrastructure discovery
  • Integrations
  • Automation

7. Knowledge Management

Finally, it’s key that your ITSM solution is equipped with knowledge management widgets and links to facilitate greater collaboration across teams and to streamline and improve the ITSM process.

For existing Confluence users, you’ll be happy to know that you can make your Confluence knowledge bases available within your JSM portal to enable faster resolution and improved customer satisfaction. Some important Knowledge Management capabilities include:

  • Smart search
  • Templates
  • Knowledge base usage reports
  • Federated knowledge base

Coyote Creek Can Help You Select and Implement Your ITSM Solution

As veteran IT experts, we know you need the right tools for the job. We also understand that most organizations don’t have a cent to waste on unnecessary features that you don’t really need. That’s why we love Atlassian products. 

Not only are these tools on the cutting edge of business process enhancement and digital transformation, but they’re also built to work together to provide enhanced capabilities that empower your teams to provide the most exceptional customer experience while satisfying your business objectives and budgetary constraints. 

We’ve helped many of our valued clients determine what their essential, custom toolset looks like. Then, we enable them to maximize their investment by pinpointing optimal pricing, implementing co-termination when needed, and executing a migration or implementation plan according to Atlassian best practices. 

We can empower your IT teams to do their best work and provide an unmatched customer experience by ensuring your Jira Service Management instance can facilitate self-service, remove silos 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.

Ready to begin your JSM journey? Download your free Jira Service Management Cloud Comparison Datasheet and then contact us for a free consultation.