3 Ways the New ITSM Supports the Digital Experience

Published: July 6, 2022

The needs of organizations, and their customers, has changed dramatically over the past several years. A convergence of factors including the global pandemic, regulatory changes, economic changes, increased competition, and new ways of working have all contributed to a drastic shift in organizational processes and goals.

This has created a need to rethink the ways that organizations approach their internal and external customers: moving from meeting organizational needs to providing real value to customers. This has led to a widespread look at rebooting organizational processes to ensure that these changing needs are addressed and that businesses can react with agility.

“The Atlassian cloud platform helps connect teams work sharing information across business with the built-in tools for collaboration, insights, automation, and also extensibility.” – Nishant Sasi, Senior Solutions Architect, Atlassian

One of the organizational processes that is changing is IT service management (ITSM). A new approach to ITSM helps companies eliminate downtime, deliver solutions faster, and improve service quality in the short and long term.

  1. Eliminate downtime.

80% of all unplanned outages are the result of internal error, and unplanned downtime is 35% more expensive than planned outages. Eliminating downtime helps companies to save money, while delivering reliable services to end users and preventing disruption to operattions.

Eliminating downtime can be a complex process, but it is one of the ways that ITSM supports a better digital experience for users. The old approach to eliminating downtime was to identify an issue and resolve it as quickly as possible. Success was measured by the number of issues identified and how quickly they were resolved. And according to Google, 70-80% of incident reports are filed away and never accessed, referred to, or acted upon. Root causes of incidents are rarely addressed, as techs move on to the next issue at hand.

However, in the new approach, issues still must be addressed – but more attention is paid to prevention. Resources are devoted to root cause analysis to ensure a deeper understanding of why problems occur and resolving the cause of the issue rather than the issue itself. This helps to ensure a long-term resolution in which recurring issues are resolved, reducing current issues and eliminating future problems at the same time.

  1. Reduce delivery timelines.

End users don’t just want their services available at all times, they want improvements and new solutions to be delivered more quickly. The new ITSM incorporates several different strategies to reduce delivery timelines.

The first is automating repetitive, manual tasks and processes. According to McKinsey, 45% of help desk activities can be automated with existing technology. With automation, a company can reduce the number of tasks assigned to critical human resources – channeling them instead to higher-level, strategic objectives. 

Supporting faster delivery timelines further are lean processes and agile project management. Streamlining processes to eliminate duplication of effort speeds the delivery lifecycle, as does incorporating parallel work in CI/CD, and open knowledge management.

  1. Improve solution quality.

JIRA Service Management was built to take a service all the way to the value stream, with high-velocity service management. Jira Service Management is a unified solution that creates transparency and visibility across delivery, operations and support to provide a great experience to the end user and improve the quality of the solution that is delivered.

The Atlassian platform has been around for a while, but seems purpose-built to address the evolving digital experience. With a variety of different solutions, the platform connects people, tools and information; supports innovation through autonomy; and supports change with speed and agility.

“The very heart of the Atlassian mission is teams. Teams transform the ways that people work, so at Atlassian we first consider the ways that people work in teams and their culture.” – Nishant Sasi, Senior Solutions Architect, Atlassian

at the very heart of Atlassian mission is teams and they spend a lot of time learning about an innovating ways around the work, right. So, many times our conversation focus right into the technology and products, the product team need, but it actually misses the very fundamental point that teams is what helps transforms the way people work, we should first consider the people that work in teams and their culture. 

To learn more about how Atlassian supports the new ITSM, check out our recent webinar with Nishant Sasi, Senior Solutions Architect at Atlassian. 

Software development is critical to the success of today’s businesses, even those outside of the tech industry. Some businesses create software solutions that will be delivered to external clients, others for use within the company. No matter how it is used, delivering usable software solutions on time, within budget, and without errors is an important measure of success for IT departments.

Whether you are looking to expand your development teams or find a partner to build your software solution, e-Core is a trusted third-party partner to some of the world’s leading companies with a track record of successful software development. 
If you are interested in exploring more about how a third-party software delivery partner can increase your return on investment and improve development efficiencies, contact e-Core today.


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