Improving Team Visibility, Collaboration and Efficiency with a Customized Jira Service Management Instance

The need to deliver high-quality online service support to customers or internal users has never been more important. More than half of Americans say that online experiences take precedence over in-person ones, while 59% of consumers stopped doing business with an organization after poor experiences with online support. In order to meet the growing demand for high-quality online experiences, IT teams require new tools to provide users with the first-class support ticketing and online service management systems they expect.

Jira Service Management (JSM) is an IT service management (ITSM) tool from Atlassian that transforms the way an IT department operates. This flexible and collaborative solution allows IT teams to easily receive, manage and track user requests in one central location—enabling tighter collaboration to resolve issues faster and more efficiently. 

Although an ITSM solution at its core, JSM can also empower business teams beyond IT to collaborate more effectively. In fact, JSM now supports enterprise-wide service management—and is being rapidly adopted by HR, legal, marketing and more to eliminate organizational silos and streamline operations.

While JSM can make a huge impact for any business team, many organizations are unaware of the breadth of powerful, customized features and configurable options they can optimize for multiple departments. By turning to a technology partner with the right expertise, an organization can take advantage of these upgrades in order to provide any business team with a fully customized solution for their workflows. 

The Remote Challenge: Collaboration And Efficiency In The Era of WFH

While a patchwork of solutions like email and enterprise resource planning (ERP) systems may have offered a band-aid fix for the lack of in-person services when the COVID-19 pandemic began, they have ultimately fallen short of users’ expectations over time. Organizations and employees today are craving simple online experiences and workflows that reduce confusion, address their needs quickly and help them get work done.

As JSM has evolved into a solution for the whole enterprise, so has its available embeddable functionality, department-specific help centers and other customizable tools that business teams can integrate into their workflows. Any business team can now design custom templates and workflows in JSM to strengthen and speed up internal processes. 

For example, HR teams can utilize JSM’s toolset to take a more coordinated approach to ensure new employees receive the resources, training and paperwork they need while onboarding remotely. With a custom portal in JSM, HR can create forms that collect all a new hire’s information (such as location, job title, pay, etc.) and then create a series of steps to guarantee each element of the onboarding process is completed. Every action within an HR department becomes visible to everyone, regardless of location, to develop better coordination across every initiative. JSM will even automatically notify project members if a step hasn’t been completed, holding teams more accountable and ensuring nothing slips through cracks.

Similar processes can be created in JSM for other departments, such as collecting document signatures for legal teams or for tracking access and approvals of new marketing content. However, in order to reap the benefits of a hyper-customized JSM solution, organizations must first properly set up and optimize their JSM instances for the tasks required.

Level Up Your Jira Service Management Instance With Contegix’s Team of Atlassian Experts

While JSM is simple for teams to use once an instance is established, nailing the initial setup can be a handful for those who have never worked with JSM or other Atlassian solutions before. Instead of embarking on a time-consuming endeavor for IT to set up and maintain these instances themselves, organizations can turn to a trusted Atlassian solutions provider to handle the heavy lifting of establishing and optimizing these instances. 

Contegix is home to a team of experienced Atlassian experts who have implemented and customized dozens of tailor-made JSM solutions across functions from IT to HR, legal and more. Contegix’s Atlassian experts work with you to understand your pain points, department objectives and higher-arching project goals, then build a custom JSM instance with all the widgets and processes to improve process flow, reduce redundancy and increase productivity for your teams. And Contegix’s commitment extends beyond initial setup: our experts will continue to work with your project teams to tune-up, secure and expand JSM services as needed to help your departments create better workflows.

From customers to internal users to project members, everyone benefits from a trustworthy and accessible support ticketing and task management system. To improve response times, build tailor-made workflows and ensure positive outcomes, organizations should look to a trusted Atlassian solution partner like Contegix to optimize and customize their JSM instances across departments.

Contact Contegix to learn more about how our experienced Atlassian experts can help you optimize Jira Service Management.