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atlas-bench
by Atlas Bench
2023-11-16
Are you tired of using an outdated ticketing system that no longer meets your business needs? Have you ever considered switching to Jira Service Management (JSM)?
Jira Service Management is a powerful tool that can help businesses streamline their IT service management processes. It is designed to replace outdated ticketing systems that are no longer able to meet the demands of today’s businesses.
Most of these outdated ticketing systems rely on manual processes like email, paper tickets, or spreadsheets. These legacy systems are incredibly inefficient, time-consuming, and error-prone. They make it difficult to track, manage, and collaborate on tickets. Teams are stuck cobbling together disjointed workflows using various tools. This patched-together approach severely limits visibility, consistent processes, and reporting capabilities.
Jira Service Management provides a new approach that solves these issues and helps evolve IT service management. The platform offers numerous benefits over outdated systems when it comes to usability, automation, data and analytics, integrations, and more.
Here is an overview of the major benefits Jira Service Management provides compared to outdated legacy ticketing systems:
Jira Service Management provides teams with an intuitive, user-friendly interface that makes it easy to work efficiently. The clean, modern design is familiar to users of other Atlassian tools like Jira. It focuses on simplicity, reducing the learning curve for new users.
Teams can quickly create, search, prioritize, and update tickets right from the highly-customizable dashboard. Different queues with tailored workflows can be set up to match each team’s specific needs. Forms and fields are easily adjusted to capture all the important ticket details required by that workflow.
The focused interface design reduces complexity for agents. All the information they need is readily available on each ticket page. Conversations, activity logs, related tickets, and documentation are just a click away. This allows agents to work on tickets seamlessly without having to switch between various tools and platforms.
The intuitive JSM interface empowers teams to work faster and smarter. It caters directly to the use cases and processes required by service desks and IT teams. This level of efficiency is impossible in outdated systems relying on a patchwork of manual workflows.
Another key benefit of Jira Service Management is the ability to automate repetitive tasks. Setting up rules to automatically route tickets, assign them, update status, and escalate based on defined criteria can greatly optimize ticket handling.
For example, tickers related to hardware issues could automatically be assigned to the hardware team with high priority. Software problems get routed to the software team. Severity level and SLA violations can trigger automatic escalations.
This automation eliminates the need for agents to manually perform these repetitive actions ticket after ticket. Not only does it save a tremendous amount of time, but it also reduces human errors that can happen with manual work.
Automation also facilitates the consistent application of processes across the organization. When common tasks are defined once as automations rather than handled manually, it improves compliance to standard workflows.
The lack of automation in legacy systems requires agents to manually drive every single ticket through the entire process. This inefficient approach leads to frustrated agents, project delays, and poor customer experiences.
Jira Service Management also provides rich built-in analytics and reporting capabilities. The platform tracks key ticket details and performance metrics which can then be analyzed to uncover trends and insights.
Interactive dashboards let you visualize critical ticket data like:
Reporting provides the hard numbers behind the same metrics and more, with the ability to segment and filter by multiple criteria.
This wealth of data and analytics helps teams make better decisions. Are SLA violation rates higher for certain ticket types? Are queue backlogs growing? Which agents are resolving the most tickets? Answering questions like these allows steps to be taken to continually refine processes and improve service desk performance.
Outdated systems lack any built-in reporting or analytics. Some may track basic ticket numbers in spreadsheets. But this manual process provides limited usefulness for data-driven decision making to optimize support operations.
The detailed analytics in Jira Service Management deliver clear visibility that simply isn’t possible in legacy ticketing systems.
Jira Service Management doesn’t operate in a silo. It integrates with the other collaboration and productivity tools your business uses, creating connected workflows.
For example, integration with Slack provides functionality to create and search JSM tickets right within Slack channels. Agents can receive notifications and updates without switching apps.
Integrating JSM with enterprise chat tools like Microsoft Teams provides that same ability to manage tickets from the tools agents use constantly. Email integrations allow ticket creation right from an inbox.
Connection with ITSM tools like Cherwell or ServiceNow enables seamless data syncing between the systems. Twilio integration can be leveraged for SMS-based updates and notifications.
Some other popular tool integrations include:
This tight integration with complementary tools is difficult, if not impossible, with the limited capabilities of legacy ticketing systems. Jira Service Management supports and enhances modern digital workflows instead of acting as an isolated island.
The integrations also facilitate access to tickets across the business. Stakeholders don’t need JSM licenses to get updates and provide feedback via their standard collaboration tools. This saves costs while improving collaboration and communication.
Another major advantage of Jira Service Management is how it enables smooth collaboration within and across teams. Legacy ticketing systems rely mainly on email for any collaboration outside an agent updating a ticket.
Within JSM, conversational capabilities allow agents, admins, and stakeholders to directly discuss tickets. Comments, feedback, and approvals can happen right within the platform instead of getting lost across scattered email threads.
Teams with different specialties and scopes can seamlessly hand-off tickets between each other. All the context and conversation stays with the ticket to keep the next team in the loop.
For any external teams or users without JSM access, email notifications alert them to open an email link to directly join the ticket conversation. This facilitates collaboration with partners, vendors, customers, and anyone else needed to resolve a ticket.
This conversation-based approach to collaboration decreases back and forth communication delays. It provides one place to centralize all the details, decisions, and discussions needed to drive swift ticket resolution.
Clunky legacy systems relying on email for any collaboration outside the system greatly hamper the speed and transparency of ticket handling.
Jira Service Management enables teams to customize the platform to best support their specific processes and use cases. Unlike rigid legacy systems, JSM allows tailoring core elements like:
This flexibility allows you to mold Jira Service Management into the ideal platform optimized for your unique needs. Agents can leverage predefined processes instead of determining everything manually.
Rigid legacy systems force teams into generic one-size-fits-all workflows. This results in inefficient rework translating company processes into the system’s limited options.
When processes differ between agents and across teams, it leads to inconsistencies that frustrate customers. Jira Service Management enables enforcing standardized, optimized processes across the organization.
Configured workflows ensure each agent handles tickets in a consistent manner. Settings like required fields, predefined priority values, and restricted status transitions impose process compliance.
Automation also promotes consistency by automatically assigning tasks like routing tickets, escalating, collecting feedback etc. This eliminates variability or errors that can creep in with manual work.
Detailed reporting provides visibility into areas where inconsistencies arise, such as differing resolution rates across teams. This allows specific issues to be identified and addressed through training or process changes.
Legacy systems with loose manual processes often lead to tickets slipping through the cracks and inconsistent or incorrect handling. Jira Service Management provides guardrails to drive process consistency.
Here at Atlas Bench, we have extensive experience helping clients successfully transition from outdated ticketing systems to Jira Service Management. If you decide JSM is the right choice for your business, here is an overview of how we can assist with the switch:
Switching to a powerful platform like Jira Service Management can reinvent your IT service management. But the transition requires careful planning and execution. Lean on the experts at Atlas Bench to guide you through the process.
Contact us today to learn more about our JSM migration and implementation services. Our team is ready to partner with you to make the switch seamless and successful.
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