JIRA Service Desk 3: ITIL-Ready Functionality For Service Teams

Atlassian has released JIRA Service Desk 3, one of three standalone JIRA products that run on a common JIRA platform to provide the  tools to help teams plan, track and organize their work.

The new version of Atlassian’s service management software is built for IT service and support teams.

At start up, customers can choose an IT Service Desk for ITIL-focused IT teams, or a Basic Service Desk for either IT teams that don’t need ITIL processes, or non-technical teams such as HR, Facilities, Legal, Sales, Marketing or Finance operations.

What is ITIL?

ITIL, formerly an acronym for Information Technology Infrastructure Library, is a set of practices for IT Service Management that focuses on aligning IT services with the needs of a business.

“We are at the dawn of a new generation of IT service management software,” said Didier Moretti, vice president and general manager of Atlassian’s Service Desk business unit. “If asking for help isn’t as simple as using Facebook, IT won’t adopt it. The same goes for setup and configuration. The days of six to nine-month implementation cycles and brittle software that can never be changed or upgraded are over.”

For IT service teams, Atlassian has added a host of ITIL-ready capabilities. JIRA Service Desk now includes integrated functionality for incident, problem, and change management, that improves visibility into issues as they arise, helps agents identify and fix root cause problems, and easily track actions across the IT landscape to minimize risk and downtime.

“How we help IT teams be more productive, minimize risk and create a better user experience is truly distinct,” said Moretti. “Unlike traditional and legacy vendors with siloed, heavy, complex models that are hard to implement, we’ve created lightweight, flexible, easy-to-use software that can be quickly adapted to how you do things, and help IT teams see value.”

Change management, for example, is commonly a painful, unpleasant experience in companies. Elaborate checks and balances, complex workflows and approval processes, and outdated rules are often difficult to modify as a company grows and evolves. The result is usually expensive consulting time and a patchwork of fixes to maintain the systems.

Like all Atlassian products, flexibility and adaptability are built in from the start. With JIRA Service Desk 3, IT teams can now get up and running quickly and tracking and recording work that can be rolled back if needed is now easy to do.

Today, with a single platform used by software developers and IT, Atlassian is the only service management software provider that truly streamlines end-to-end resolution workflows from IT incident, to resolution by a developer who maintains the internal systems and manages the team’s backlog in JIRA. 

While JIRA Service Desk has always been a customer favorite for the software’s no hassle setup and configuration, in the latest version Atlassian has streamlined and simplified configuration even further to make it easier to adapt and respond to ever changing corporate needs.

For non-technical teams that want a simpler service desk offering, JIRA Service Desk 3 now allows administrators to choose a Basic Service Desk at setup time to shield users from IT-centric screens, data, and workflows, and get to value quickly.

“The new architecture allows Atlassian and partners to create purpose-built service applications for non-technical service teams,” said Moretti. “It makes JIRA Service Desk an extremely attractive offering not just for today’s needs, but for a company’s future growth as their service management needs mature, and they adopt Service Management best practices across the organization.”

For example, a partner could package a template for an HR Service Desk and provide common requests such as Employee Transfer Request, or Onboard New Employee workflows.

Additional new features in JIRA Service Desk 3 include:

  • Improved drag and drop attachment support for customers and agents.
  • Simplified notification for customers who need to take action on a ticket.
  • Guided onboarding to speed feature discovery and get teams up and running faster.
  • Role and team specific user Interfaces for more efficient and effective product use.

About Adrian Bridgwater

Adrian Bridgwater is a freelance journalist specialising in cross platform software application development and data analytics as well as all related aspects of software engineering and project management.   Adrian is a regular writer and blogger with Computer Weekly, Forbes, The Register and others. His journalistic creed is to bring forward-thinking, impartial, technology editorial to a professional (and hobbyist) technology audience around the world. His mission is to objectively inform, educate and challenge.
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