Jira Service Management
Jira Service Management (JSM) is a robust service desk solution that enables teams to deliver exceptional customer service. At its core, JSM is an IT service management (ITSM) tool that helps IT teams streamline their operations, but its capabilities extend far beyond IT. JSM can be used for customer service in virtually any industry, from retail to healthcare to finance.
Leveraging ITIL Processes - out of the box
As ITIL experts, Run by Ideas have seen how JSM can drive improvements in customer service. By implementing best practices from ITIL, companies can leverage JSM to optimize their service delivery processes and deliver more value to their customers. Let’s explore some tangible examples of how companies have used JSM to improve their customer service.
Case Studies
Example 1: Retail Company
This retail company had multiple disconnected systems for managing customer inquiries, leading to a poor customer experience. They decided to centralize their customer support operations with Jira Service Management. The company implemented a customer portal where customers could submit inquiries and track the status of their requests. Jira Service Management allowed the company to consolidate all customer inquiries into a single instance, enabling them to respond more quickly to inquiries and provide a more personalized service. By using Jira Service Management, the retail company was able to streamline their customer support operations and deliver a better customer experience.
Example 2: Healthcare Provider
This healthcare provider implemented Jira Service Management to manage patient requests for medical records, test results, and other healthcare-related inquiries. Prior to using Jira Service Management, the provider had a manual process for managing patient inquiries, resulting in long wait times and frustrated patients. With Jira Service Management, the provider was able to automate their patient support operations, reducing the time it took to respond to patient inquiries and improving patient satisfaction. Patients could now submit inquiries through a customer portal, and the provider’s staff could quickly prioritize and respond to each request.
Example 3: Financial Services Company
This financial services company used Jira Service Management to improve their internal IT support operations. Prior to implementing Jira Service Management, the company’s IT support process was highly manual, resulting in long wait times and frustrated employees. With Jira Service Management, the company was able to automate their IT support processes, reducing the time it took to resolve IT issues and improving employee productivity. The company created a customer portal where employees could submit IT support requests and track the status of their requests. Jira Service Management enabled the company to prioritize and manage IT support requests more efficiently, resulting in a better employee experience.
In each of these examples, Jira Service Management helped companies to optimize their service delivery processes, resulting in better customer experiences. By leveraging Jira Service Management’s customizable workflows, automation features, and collaboration tools, these companies were able to streamline their operations and deliver more value to their customers.
Jira Service Management integrates with over 800 other applications through Atlassian Marketplace.
This means that companies can extend the functionality of Jira Service Management beyond IT service management to include things like customer relationship management, project management, and more.
Moving quickly
Jira Service Management is designed to help companies quickly stand up a service management approach by providing ITIL templates and other out-of-the-box templates that drive user adoption and solve business problems. You may ask yourself why we place importance on moving quickly in order to provide a world-class service to your customers? The benefits are well documented:
- Improved customer satisfaction: Customers expect fast and efficient service, and by moving quickly to address their needs, you can improve their satisfaction with your organization. When customers are satisfied, they are more likely to continue doing business with you and may even recommend your company to others.
- Competitive advantage: In today’s fast-paced business environment, being able to respond quickly to customer needs can provide a competitive advantage. Customers are more likely to choose a company that can quickly address their needs over one that takes a long time to respond.
- Increased efficiency: Moving quickly to address customer needs can also help increase efficiency within your organization. By streamlining processes and eliminating bottlenecks, you can reduce the time it takes to deliver services, which can improve productivity and reduce costs.
- Better decision-making: When you move quickly to address customer needs, you often have to make decisions quickly as well. This can help improve your decision-making skills, as you learn to prioritize and make decisions based on available information and limited time.
- Greater agility: Moving quickly can also help your organization become more agile and responsive to changing customer needs and market conditions. By being able to quickly adapt to new situations, your organization can stay ahead of the competition and continue to deliver world-class service to your customers.
Leverage Best Practice
Jira Service Management comes with a set of ITIL-based templates that are pre-configured to align with ITIL best practices. These templates include:
- Incident Management
- Problem Management
- Change Management
- Service Request Management
By using these pre-built templates, companies can quickly set up their service management workflows and start managing their IT services more efficiently.
In addition to the ITIL templates, Jira Service Management also provides other out-of-the-box templates that address common business needs, such as:
- HR Onboarding
- Facilities Management
- Procurement Management
These templates provide a starting point for companies to customize and adapt their workflows to fit their specific business requirements.
By leveraging these templates, companies can accelerate the adoption of Jira Service Management by their employees, who are already familiar with ITIL best practices or common business processes. The templates provide a clear and easy-to-follow structure for managing services, which helps employees to quickly understand how to use the tool and start managing their services more effectively.
Furthermore, these templates can be customized to fit specific business requirements, allowing companies to create workflows that align with their unique needs. This customization helps to drive adoption by ensuring that Jira Service Management is tailored to the specific requirements of each department or team, which increases the likelihood that employees will use it to manage their services.
Partnering with an Expert in Jira Service Management
Partnering with an expert in all things Jira Service Management can help organizations learn from the experiences of others who have seen and done this many times over. Atlassian Solution Partners like Run by Ideas have the expertise and knowledge to help companies implement JSM in a way that drives improvements to their business and customer experience. By leveraging the power of JSM and ITIL best practices, companies can deliver exceptional customer service and improve their bottom line.
