Are you thinking of modernizing ITSM? Then Jira Service Management (JSM) can be a good choice for your organization. This service management tool can help your business, IT Ops, and software development teams to collaborate seamlessly and at speed.
JSM incorporates DevOps and Agile principles to simplify and streamline IT Service Management (ITSM) and Enterprise Service Management (ESM).
External parties like customers and internal employees can submit requests through JSM and team members can work together to resolve these requests, optimize service delivery, customer satisfaction, and deliver great experiences.
JSM is lightweight, user-friendly, and integration-ready, so you may want to deploy it yourself. But before you start, make sure to follow the best practices explored in this article. This way, you can ensure frictionless deployment and get started quickly.
Why JSM is Right for ITSM and ESM
JSM is a fast, flexible, and collaborative ITSM solution based on IT Infrastructure Library (ITIL) practices. Built on Atlassian, it allows for streamlined integration with other Atlassian tools you are already using, like Jira and Confluence.
Additionally, it includes rich ITSM and ESM capabilities for configuration management, incident management, automation, and change management. All JSM cloud plans also come with on-call scheduling, alerting, and incident swarming capabilities powered by Atlassian Opsgenie.
JSM enables service provider teams to set up service desks quickly. With this platform, HR, legal, and IT teams – among others – get rich contextual information to track, manage, and resolve customer queries, incidents, and change requests. Moreover, they can continuously adapt at scale to match changing customer requirements or business needs.
With this open, collaborative platform, it’s easy to track work, bringing greater transparency and accountability across the enterprise. It’s easy to deploy and customize to fit your specific use cases.
Best Practices for a Successfully deploying Jira Service Management
To unlock high-velocity support teams and optimize ITSM with JSM, follow these best practices:
Create different service projects for each team
A service project allows teams to receive, track, manage, and resolve customer requests via email, a help center, or an embeddable widget. With a service project, teams can easily organize, categorize, and prioritize service requests and remain on track with their goals or service level agreements (SLAs).
Before creating a service project, choose a project template. JSM includes templates for all these use cases:
- IT service management
- Customer service management
- General service management
- HR service management
- Facility service management
- Legal service management
Each template includes pre-configured request types and workflows so teams can quickly create projects tailored to their specific use case.
You can create both company-managed and team-managed service projects. It’s easier to set up team-managed service projects if you don’t have expert users. By default, end-users get the “create team-managed projects” global permission. However, Jira admins can prevent this by granting this permission only to certain groups.
Set up request types
A request type defines what a customer will see. It also determines how tickets will move through the system and display to teams after submission. Each request type maps to a workflow that can be customized with a drag-and-drop editor to streamline service.
You can map a single issue type to different requests to utilize a single workflow for multiple issue types and group multiple requests to simplify tracking and management.
Many customizations are possible with JSM request types to simplify problem management workflows. However, your main goal should be to help customers. To this end, avoid going overboard with customizations and always keep customer experiences in mind.
Some good practices include:
- Use team custom fields to route each request to the appropriate queue.
- Include fields only to capture critical data. Don’t overload customers with too many fields.
- To simplify the request process for customers, pre-set fields if some request types require the same kind of information.
- Identify and set team KPIs and metrics to measure JSM success.
Organize request types
Group request types so customers can find them easily on the customer portal. For effective search and useful results, use the keywords they would typically use to describe their issue.
To organize request types, create new groups and then drag and drop request types into these groups. You can also simplify navigation by setting icons for each request type and editing their descriptions.
Set up fulfillment procedures and identify stakeholders and process owners. Set appropriate SLAs to document and prove service performance. You can even customize your JSM reports by request type for better tracking.
Configure Email Requests
The most common way to receive support requests is through email. Configure intake requests using the Atlassian email provided or by connecting a 3rd party email service.
Connecting is as easy as choosing your mail server and signing into the correct mail account. For those who use Gmail, be aware that Google is requiring app passwords for personal accounts.
Once you’re connected, users will be able to send requests via email, and reply to already open requests just as easily. Communication between agents and customers is faster, easier, and issues can be resolved with the click of a button.
Set up a knowledge base so customers can help themselves
A knowledge base of articles enables both customers and agents to readily access key information. Customers can serve themselves and resolve many of their own issues while agents can access articles to solve requests faster. Plus, they can provide standardized answers instead of multiple responses from different sources.
A knowledge base is also useful for gathering customer feedback. Use this feedback to create more relevant articles and update existing articles. Encourage service teams to create new articles if a new request contains useful information.
It’s easy to set up a self-service knowledge base with Atlassian Confluence. With a free Confluence plan, you can access core knowledge management capabilities in JSM. Moreover, you only need product access to JSM and not Confluence to create and manage knowledge base articles from your service project.
If you already have Confluence on your site, you can link knowledgebase spaces to your service project, so all drafts and published pages from those spaces will appear in the project. But if you don’t, you will have to add it manually from your service project’s sidebar navigation.
Configure a custom URL for the customer portal and a request widget
With a server or data center version of JSM, you can configure a custom URL for the customer portal. This simple URL will allow customers to easily access the portal. To create alternate URLs, configure the rewrite valve in Tomcat 8, an application server included in JSM 3.0+.
Then create a rewrite configuration file, configure rewrite rules in this file, and test the new configuration to ensure the new URL works.
These steps will not change the URLs that appear in the JSM UI or notifications. In these cases, the base URL and default service management URLs will be used.
It’s also a good idea to create popup widgets in JSM so customers can request assistance from anywhere instead of having to go through a request portal or help center. Widget requests will arrive in the relevant team’s request queue and follow the preset workflows.
Simplify JSM Deployment and Speed Up Time-to-Value with Coyote Creek
An Atlassian Platinum Solution Partner like Coyote Creek can help you get the best results from your JSM deployment. Our experts will evaluate your existing processes or set up a new instance to get you going with JSM quickly. They will also standardize and optimize your JSM implementation, so you start getting great results from Day 1.