8 ways to improve service management

When you are focused on improving your ITSM, it’s important to have an accessible place to centralize your requests. In this blog, we’ll share eight ways to use JIRA Service Desk to optimize your request management.

Creating a customizable and unique experience in JIRA Service Desk

You need a place to centralize your internal and external requests. This can be a great opportunity to represent your brand and your company culture in this experience. Despite having default settings to speed-up deployment, JIRA Service Desk allows different customizations. You can have a tailored customer portal, add your company’s logo and colors, as well as personalized messages, customer notifications and announcements.

Easy access to information via Smart Graphs

Besides using search to find articles in your knowledge base, JIRA Service Desk also uses the Smart Graph feature to optimize your service requests. By combining keyword searching and machine learning, Smart Graph connects requests with popular words used in service descriptions and requests to help you find the best solution. The more your teams uses your service desk, the algorithm becomes more accurate, adding new relationships between requests and learning how experts can solve that specific problem.

Creating a Service Catalog

When we’re talking about the importance of having a service catalog, we need to understand that it’s not just a list, but a step to help you improve your service management. In JIRA Service Desk this catalog works as a request types list.

Service Catalog - JIRA Service Desk

Service Catalog – JIRA Service Desk

They are configured based on specific fields in the issues that are related to these requests. It makes it possible to add hidden fields that don’t appear in the issues, but help filter these requests under workflows and groups. You can group them together to ease the understanding to your customers and internal staff. You can also use icons, colors and other visuals to help people find services in a quick and intuitive way.

Service Catalog - Request Types

Service Catalog – Request Types

 

Automating processes and tasks

With a well-structured service catalog, it’s time to automate tasks and gain time and productivity in your IT service management. When you define these rules and triggers to transition tickets, then it’s time to route requests to the right people, adding fields in the issues to filter them later.

If your requests need approvals that don’t involve complex processes, JIRA Service Desk allows you to create certain conditions that, if are met, authorizes the activity to be done without needing personal approval. You can also define priorities based on the fulfilment of mandatory fields, connecting specific issue types with their related SLAs.

JIRA Service Desk - Approval Workflow

JIRA Service Desk – Approval Workflow

Collecting feedback from your customers

Now that you have a service desk – it’s time to search for new ways to improve it and ensure that you are aligned with your customers’ expectations. During this process, it’s important to collect their feedback about the solutions.

JIRA Service Desk - Customer Satisfaction e-mail

JIRA Service Desk – Customer Satisfaction e-mail

JIRA Service Desk can measure your customer satisfaction in a quick way, you can rate the service offered and add a question to provide feedback. It’s possible to generate management graphics that your stakeholders can evaluate the team’s performance by issue types, members and periods.

JIRA Service Desk - Customer Satisfaction Feature

JIRA Service Desk – Customer Satisfaction Feature

 

Promoting self-service using knowledge bases

In addition to a simple and intuitive portal to make your requests, it’s better to help your customers solve their problems and avoid new tickets. You can link articles to different services provided in your catalog, connecting them to different request types. When you build a knowledge base, people can access your customer portal and have other articles pop up that help you solve this issue.

JIRA Service Desk - Knowledge Base

JIRA Service Desk – Knowledge Base

 

This integration between JIRA Service Desk and Confluence allows you to share knowledge with your customers, providing self-service and avoiding unwanted requests. This feature reduces costs, increases resources availability and brings autonomy and transparency to your relationship with your users.

JIRA Service Desk - Request/ Knowledge Base

JIRA Service Desk – Request/ Knowledge Base

Dynamic and Flexible SLA management

If you want to align expectations, you can set agreements with your customers, defining deliverables, deadlines and how to measure your teams’ performance. JIRA Service Desk provides an easy and flexible way to configure and monitor your SLAs.

JIRA Service Desk - SLAs

JIRA Service Desk – SLAs

You can set different goals depending on the priority and characteristic of services. The tool has an option to create conditions to pause an ongoing SLA, increasing metrics accuracy and preventing your team from being penalized when waiting on a customer.

Estabilishing a communication channel with your customers

Aside from providing a catalog and an easy to use customer portal, JIRA Service Desk uses a single location to discuss your requests. You avoid context change because your comments and requests are all documented in the ticket. The customer has an area to verify your request status and people responsible for solving the ticket can answer it in a centralized and quick way.

JIRA Service Desk is only one of the Atlassian tools that can help you improve your productivity and collaboration between teams. Learn how e-Core uses the Atlassian ecosystem to centralize process and improve customers’ performance.