Help desk service

Why choose Jira Service Management?
Jira Service Management (previously Jira Service Desk) is an effective tool to manage either internal or external support requests. Jira Service Management connects IT support processes and Development teams. This enables fast and effective DevOps collaboration as well as quality customer support.

Choosing Atlassian and Atlassian partner products
We will choose the Atlassian and Atlassian partners’ products based on the previous analysis done by your organization or by our experts. Depending on the complexity of the solution, the typical components are Jira Service Management, Confluence, Assets and their combinations.

ITIL base set
We will implement the following ITIL processes: Event Management, Incident Management, Request Fulfilment, Problem Management, Change Management, Asset Management, Service Catalogue Management, Knowledge Management.

Configuring, automating and interfacing
Service management functionality is implemented using Jira Service Management and Confluence Knowledge Base. We will set up Customer Portal with corresponding Customer channels (Request Types, issues from e-mails), to manage customer requests and offer ideas to automate and resolve repetitive activities fast. We will configure SLA’s and create dashboards/workspaces for the following roles: Service Manager, Service Owner, Service Desk agent, IT Manager, Asset Manager, Knowledge Base Manager and separate views for Incident, Request and Problem Managers. In addition, will set up customer feedback channels (Customer Survey) so that you can make conclusions about the quality of your Service Management processes.

Duration and price:
The duration of the work is estimated at 100-200 h, the cost is based on an hourly rate of 80 € (excluding VAT).

Case study
For inspiration check out our blog post “Implementation of Jira Service Management in the Ministry of Education and Research“