StrataCom has provided IT service management consulting and business process analysis for a long list of Fortune 1000 clients since 1997. We recognize the individuality of your business processes and work diligently to maximize your investment. It is our firm belief that no company should have to change their business to fit a software package, ever. Share your vision with us and we’ll speak candidly with you about how StrataCom can make that vision a reality.


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Exploring the Shift in IT Service Management Paradigms

In the ever-evolving world of IT Service Management (ITSM), efficiency and ease of use are paramount. Companies are increasingly seeking tools that not only improve their workflows but also reduce the complexity of daily operations. Stratacom, a platinum Atlassian partner, has transitioned from Cherwell to Jira Service Management (JSM) and is sharing insights on this shift. In a recent webinar, Laura Walker, Kim Euker, and William Rentrow discussed the various aspects of JSM, comparing it with Cherwell, and demonstrating how JSM simplifies and enhances workflow management.

Creating Forms and Request Types in JSM

Simplifying Onboarding with Templates

Laura Walker kicked off the session by demonstrating the ease of creating new forms and request types using templates in JSM. These templates significantly reduce the time and effort required, allowing administrators to quickly set up and customize forms. For instance, an onboarding checklist form can be easily created and linked to a specific request type. This form can then be made editable and attachable, streamlining the process for end-users and administrators alike.

Automation and External Access

Enhancing Efficiency Through Automation

Kim Euker highlighted the potential for automating the attachment and external access of forms for agents in JSM. This feature is particularly useful for organizations looking to minimize manual intervention and ensure that all necessary documentation is automatically appended and accessible. Automation in JSM runs in the background, creating subtasks and improving the overall user experience.

Testing Changes with Sandbox

Ensuring Development Control

One of the standout features of JSM is the sandbox environment, which allows teams to test changes and developments before rolling them out to production. William Rentrow emphasized how this feature aids in maintaining control over developments and minimizing disruptions. It provides a safe space to trial new configurations and functionalities, ensuring they work as intended before wider deployment.

The Power of Customization

Tailoring the User Experience

JSM offers extensive customization options, including adding logos, changing colors, and modifying layouts. Laura Walker delved into how these features can be leveraged to create a user-friendly interface that aligns with the organization’s branding and preferences. The Atlassian marketplace further enhances this customization capability by offering numerous add-ons that can be integrated into JSM to extend its functionality.

Transitioning from Cherwell to JSM

Alleviating Common Pain Points

Switching from Cherwell to JSM can seem daunting, but the transition addresses many common issues faced by Cherwell users. For example, the form editor in Cherwell often necessitated a convoluted process for simple administrative tasks. In contrast, JSM simplifies these tasks, making it easier to add, drag, rearrange, or remove fields on a form.

William Rentrow illustrated how the dynamic show-and-hide feature in JSM’s form editor significantly improves usability. He also demonstrated adding a new field, such as “error code,” and updating project settings and request types seamlessly.

Leveraging Look-Up Tables

Enhancing Data Management

One of the topics discussed during the Q&A involved linking a field back to a lookup table. This feature is crucial for managing data consistency and integrity. William Rentrow provided an example of how a dropdown field in a form can be linked to a lookup table, and how the context and default values of this field can be edited. This level of detail and control is something that many IT professionals find beneficial.

User Experience and Portals

Improving Accessibility and Layout

The user experience in JSM is markedly different from Cherwell. The portals in JSM are designed for better accessibility and customization. William Rentrow pointed out the ease with which layout changes can be published, login messages updated, and announcements made. The single sign-on feature and configurable permission models further enhance the user experience, ensuring that users have access to what they need without unnecessary complications.

Future Webinars and Support

Continuous Learning and Support

Laura Walker concluded the session by sharing contact information for Stratocom and offered customized demos of JSM to aid organizations in their transition from Cherwell. She also announced that the recording of the presentation would be available for review and encouraged viewers to share it with their teams. Additionally, she promoted an upcoming webinar focused on Varema Software and software license management.

In closing, she thanked the audience for their participation and expressed the team’s readiness to offer further assistance. William Rentrow reassured attendees of StratoCom’s support, acknowledging their busy schedules and expressing gratitude for their time.

As organizations seek to streamline their ITSM processes, the choice of the right tools becomes critical. This webinar highlighted how Jira Service Management offers a robust, customizable, and user-friendly solution that addresses many of the pain points associated with Cherwell, making it an attractive option for modern IT service management.