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References

Use and linking of Confluence and Jira Service Management (JSM) at the Johannes Kepler University (JKU) Linz

Around 21,000 people study at Austria's most attractive campus university, where they can choose from more than 60 fields of study. The Johannes Kepler University Linz underpins its self-image as a place to learn, work and live with the comprehensive campus revitalization. This creates the perfect infrastructure for a modern university – for students, staff and guests of the JKU. MMag.a Monika Straif has been head of the IT Service Desk at the Johannes Kepler University since 2015. In this role, she was largely responsible for introducing Jira Service Desk and Confluence. Ms. Straif has been working at the JKU since 2006, where she also studied economics and business education. She is involved in digitization in teaching, the development of a customer-oriented and high-quality service culture, and the optimization of support processes across the university.

"We have had very good experiences at JKU with the link between the Jira Service Desk service portal and the knowledge base – its efficient use pays off: the customer looks at the service portal during their search, enters their search term and immediately receives suitable articles from the knowledge base. Ideally, this will already answer their questions – if not, they can submit the request using a form."