5 Effective Strategies for Modernizing Your ITSM Solutions

IT Service Management (ITSM) is a vital aspect of businesses since it bridges the IT department and the clients, customers, and even employees within your organization. 

Businesses have been implementing ITSM for many years, but the problem is that many companies also tend to stick with the same ITSM practices throughout the years.

We live in an era where digital transformation has progressed rapidly and continues to advance with time. So, many IT frameworks and practices considered best and most effective just a few years back are already being replaced by modern solutions. 

Your business needs to keep up with these changes and optimize ITSM solutions and workflows to ensure that your IT and DevOps services offer maximum efficiency and deliver value to the organization and its customers.

Modernizing your ITSM framework, identifying outdated practices, and evolving the traditional service desk business model can be quite a daunting task. To help you get started, we’ve come up with five strategies to help you modernize your ITSM solutions effectively.

Shift Left

In IT Service Management, “Shift Left” is an approach where the resolution of issues, problems, and incidents are moved closer to the lowest support tier or even the end-user where possible.

In other words, it’s the process of enabling end-users and lower support tiers to resolve simple issues on their own, with knowledge management integration, instead of escalating the incident upwards. 

When successfully implemented, this strategy significantly reduces the pressure on the IT support teams at higher tiers and substantially improves both the employee experience and the user experience.

Here are some ways to implement the “shift left” initiative:

  • Train lower support tiers and equip them with the necessary tools to independently handle various incidents and tickets in real-time.
  • Enable end-users to find solutions to specific issues through self-service portals with a user-friendly interface, FAQs and online help centers, quickly accessible manuals and guidelines, etc.
  • Share knowledge and information across various levels of the support system so that those at lower levels don’t need to contact upper tiers of support time and again.

The best way to empower the end-user to resolve their own issues is by integrating a knowledge management system, like Confluence into your service management portal.


We can’t emphasize enough how crucial automation is in the field of IT service management. 

If you haven’t already automated the tedious manual processes in your organization, you should focus on it right away. 

Many simple IT operations processes like creating and routing tickets, essential documentation, log keeping, and various alerts and notifications can easily be automated with the latest ITSM tools like Jira Service Management.

Automating such processes saves valuable time and removes the burden of manually completing repetitive, mundane tasks while also enhancing the customer experience. 

As a result, your IT team can better focus on delivering top-notch service, meeting their SLAs, and increasing customer satisfaction rates.

Change Enablement 

An integral aspect of ITSM is change management – a systematic method of implementing and managing organizational changes. 

ITSM strategy is an approach where the top management is responsible for handling and authorizing changes, helping those at the lower levels adapt to those changes.

The fourth and latest iteration of the ITIL framework has redefined the ‘change management approach to ‘change enablement.’ This new approach improves the efficiency of making successful changes within the organization. 

Instead of implementing changes on the higher authorities, change enablement focuses on enabling all employees to influence changes and adapt to them within the scope of their role. 

It does so by introducing three types of changes:

  • Standard changes: These are simple changes with a low-risk factor that needs little to no authorization. Most employees have complete knowledge of such modifications, and they can be implemented by most staff.
  • Normal changes: These need special authorization, so they can only be implemented by following a specific process where the changes are first assessed, then authorized, and finally scheduled.
  • Emergency changes: Changes that must be implemented quickly and urgently. As such, they can bypass the standard procedure followed by normal changes. The authority of implementing emergency changes may be given to a specific individual or team separate from those that handle normal changes.

Following this approach of change enablement in IT organizations will increase the flexibility of your ITSM solutions, increase the efficiency of making necessary changes in the organization, and improve decision-making for managers.

Sharing of Information and Collaboration

It’s common for businesses to have siloed teams, where each unit has its own set of tasks and responsibilities. However, following this approach will decrease collaboration between teams, which is not suitable for your IT assets. 

When there is a lack of collaboration, only a particular team may have the knowledge and info to solve specific issues, which means other teams become redundant whenever those specific issues arise.

So, one of the critical changes you should bring to your ITSM process is boosting collaboration, communication, and sharing of information between teams.

Well-connected teams can aid each other to find solutions faster, promptly respond to queries, and support customers with greater speed and efficiency.

Using Modern Tools

If you want to modernize your ITSM solutions, you must start using modern ITSM tools with essential features such as:

  • Seamless integration with other tools used in your organization
  • It can be operated by both large and small teams with equal efficiency
  • Can automate simple tasks, as emphasized earlier
  • Has advanced incident management and change management features

One of the best-advanced ITSM tools is Jira Service Management, built on the already popular Jira Software. It’s an excellent tool that comes with all features explained above. 

It integrates with tools like Confluence and, obviously, Jira Software if you’re using it already. It automates many processes, thus reducing the burden of mundane tasks from your IT team and significantly increasing the quality of service they can offer to customers.


Modernizing your ITSM is not just an option but a necessity for businesses in this digital era where technology is continuously evolving. 

The ITSM features explained above will surely help you make a smoother transition from your existing ITSM processes to more efficient and modern service management solutions.

While the demand for quality IT services has always existed, today, expectations are higher than ever due to remote work and companies seeking ways to streamline and integrate operations across disparate teams and locations.

Coyote Creek’s ITSM Solutions for Atlassian users empower your teams to deliver outstanding services by implementing the tools and processes that they can use to continuously improve and adapt service delivery.

Coyote Creek is an expert in Jira Service Management (JSM) implementations and is well-versed in Asset Management, Confluence Knowledge Management integrations, and ITIL best practices.

To learn more about how we can support and enhance your existing ITSM processes, please reach out today for a free consultation call.