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Jira Service Management

In this video it’s all about routing tickets and accelerating response in Jira Service Management. Our guest showed us how the Jira Service Management platform allows for customization of workflows within each project, with features that can be turned on or off for specific projects. He highlighted the importance of defining and organizing customer requests, as well as using an on-call schedule and automation for efficient incident response. The JSM platform’s problem management feature helps identify and prevent future issues while post-incident reviews aid in expanding the knowledge base. And the best part? No coding knowledge needed!

Topics Covered:

  1. Jira Service Management Platform’s Capabilities: Customization of workflows within each project is made possible.– Project Managers can customize the experience for their team in project settings.– Features can be turned on or off based on specific projects.– Service catalogs can be defined through request types for offerings available through the self-service portal or for engineers.– Ticket fields are discussed, and service requests are defined by adding fields through drag and drop.– Workflows can be created using a visual editor, and approval process is added as an example.
  2. Post-Incident Activities and Problem Management: The aftermath of a major incident and the potential need for post-incident activities.– JSM platform offers templates to aid in creating these documents.– The platform allows for problem management to identify and prevent future issues following ITIL practices.
  3. A Three-Step Process for Customer Requests: Defining and organizing customer requests using a three-step process.– Requests are defined based on request types, workflow templates, and request categories.– A request form is then created, which users will experience through the self-service portal.
  4. Using On-Call Schedule and Option Platform for Incident Response and Outage Resolution: The speaker uses an on-call schedule and also leverages the Option platform to ingest alerts from monitoring and management tools.– The Option platform has pre-built connectors for a range of monitoring and management tools.– Choosing an integration is simple, with direct instructions for what needs to be done on the other solution.
  5. Automation and Workflow Customization: Automations can be initiated at any stage of the workflow.– Notifications and communication can be automated using Slack.– Third-party integrations (like rest calls) can be used to automate activities.
  6. Efficient Incident Routing Using Ops Tuning Feature: The importance of routing incidents efficiently and having specific subject matter experts available at all times.– The Ops tuning feature of Jira Service Management is discussed, which allows for defining on-call schedules and escalation policies.

Contact us to chat about this and other amazing Jira Service Management features!