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      IT service management - often referred to as ITSM - is simply how IT teams manage the end-to-end delivery of IT services to customers.

      This includes all the processes and activities to design, create, deliver, and support IT services. 

      The core concept of ITSM is the belief that IT should be delivered as a service. A typical ITSM scenario could involve asking for new hardware like a laptop or request access for a business application.

      You would submit your request through a portal, filling out a ticket with all relevant information, and kicking off a repeatable workflow.

      Then, the ticket would land in the IT team’s queue, where incoming requests are sorted and addressed according to importance.

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      ITSM vs ITIL vs DevOps

      IT teams leverage a variety of frameworks to guide their work. The most common ones we hear about are ITSM and DevOps, though there are numerous other concepts, like COBIT, SIAM, IT4IT, lean, and the list continues...

      So what abbreviations do you need to know? Here we’ll cover two of the most influential frameworks for modern IT teams-- ITSM and DevOps-- along with a common approach to ITSM

      ITSM

      IT Service Management is simply how IT teams manage the delivery of IT services to customers. A team’s approach to ITSM can be structured to align with ITIL practices and influenced by DevOps concepts. 

      ITIL

      ITIL is the most widely accepted approach to ITSM. ITIL focuses on practices for aligning IT services with business needs. ITIL can help organizations adapt to ongoing transformation and scale. ITIL 4, the recent update to ITIL standards, represents a paradigm shift for IT teams. It guides teams to a holistic, business and customer-value frame of reference, and encourages a more flexible approach based on how your team works.

      DevOps

      DevOps emphasizes accelerated IT service delivery enabled by agile and lean practices. DevOps improves collaboration between development and IT operations teams, so organizations can build, test, and release software faster and more reliably. The promised benefits include increased trust, faster software releases, and the ability to solve critical issues quickly, and better management of unplanned work.

      ITSM - MODERN & EASY

      Meet Jira Service Management

       
      Jira Service Management is an ITSM solution built on Jira to help IT operations and development teams collaborate at high velocity. It empowers teams to respond to business changes rapidly and deliver great customer and employee service experiences.

      Jira Service Management empowers Dev and Ops teams to collaborate at high-velocity, so they can respond to business changes and deliver great customer and employee service experiences fast.

      Screenshot+2021-03-26+at+12.19.04
      jira-service-management-logo

      High-velocity service management

      Deliver value fast

      Tune Jira Service Management to meet your unique needs. Empower every team, from IT to HR to legal, to set up a service desk quickly and continuously adapt at scale. Deliver great service experiences fast - without the complexity of traditional ITSM solutions.

      Make work visible

      Track work across the enterprise through an open, collaborative platform. Link issues across Jira and ingest data from other software development tools, so your IT support and operations teams have richer contextual information to rapidly respond to requests, incidents, and changes.

      Connect Dev and Ops

      Deliver more customer impact while managing risk. Accelerate critical development work, eliminate toil, and deploy changes with ease, with a complete audit trail for every change.

      Teams across the world rely on Jira Service Management

      IT Service Management & CMDB Whitepapers:

      Beyond Jira: Scaling IT impact across the enterprise

      Watch

      Compare Jira Service Management Cloud and Data Center

      This text compares Jira Service Management Cloud and Data Center, highlighting key differences in features and deployment options. Jira Service Management Cloud offers advanced features like automated risk management, CI/CD change gating, and built-in ...
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      Forrester: Atlassian Is One of 2 Top IT Management Software Vendors

      Discover why Atlassian is one of the top vendors dominating the IT management software market. With a proven track record, Atlassian offers a comprehensive suite of tools like Jira and Confluence to streamline project tracking, service management, and ...
      Download

      Zuellig Pharma’s innovation in the cloud

      Zuellig Pharma, Asia's largest healthcare services group, adopted Jira Service Management Cloud to enhance their IT Help Desk and digital transformation. This platform streamlined internal and external service requests, improved team efficiency, and ...
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      Apps and extensibility with Jira Service Management Data Center

      The whitepaper discusses enhancing enterprise efficiency with Jira Service Management Data Center. It highlights how siloed tools and lack of integration can hinder productivity. The paper suggests using enterprise-grade apps and APIs for better ...
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      Providing a seamless remote employee experience

      This whitepaper explores the transformative impact of remote work on modern enterprises, emphasizing the pivotal role of technology, particularly Jira Service Management's conversational ticketing feature. It delves into the challenges faced by ...
      Download

      Your point of contact:

       
      Torsten Abert

      Atlassian Consultant

      Torsten Abert
      Specialization:
      Jira Service Managent, ITIL, DevOps

      You would like to optimize your support and service processes?

      Then you've come to the right place! We have the tools and the know-how to bring structure and efficiency to your processes within the shortest possible time. 

      Feel free to contact us. The initial consultation is non-binding and free of charge!
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      Atlassian Enterprise Platinum Solution Partner

      Solution Partners provide the services, implementation, consulting, and unique solutions that help our users create what's next.

      Our experts hold the following certificates and accolades: 

      atlassian certified expert ITIL Foundation (2) SCRUM PSPO Scrum PSM SAFE 5 SPC PRINCE2-Foundation-Digital-Badge-1 AWS DevOps AWS Cloud Practicioner