Agile ITSM & Atlassian


Most Common Problems In IT Service Management

Increased response times

Services lacking of quality

Low adaptation to real needs

Low productivity

Dilution of responsibilities

What do we want to achieve?

Rationalisation of service offerings based on business value vs. current and estimated capacity

Shorter time to market (TTM) or time to perform a service

Delivery of the quality expected by the user in the services provided Low adaptation to real needs

Cost reduction

Metrics for continuous improvement

¿How do we achieve this?

Applying our ITSM Agile Solution

Atlassian ITSM

Our Approach is Agile and Useful: initially implement only the core ITIL processes

  • Self-service portal for customer enquirers
  • Queues to sort demand and to facilitate the agent´s collaborative work.
  • Powerful and customisable SLAs, beyond response time and resolution.
  • Fully configurable workflows.
  • Powerful engines and automation rules
  • Native JSM integration with other Atlassian tools: Jira Software, Confluence, Opsgenie, Bitbucket, etc.

Problem management is the process by which the causes of IT service incidents are identified and managed.

According to the ITIL definition a problem is the cause or potential cause of one or more incidents.

These are the benefits that problem management can offer:

  • Reduced number of incidents
  • Coste reduction associated with the resolution of these incidents
  • Increased productivity
  • Help the IT team to find and learn from the causes of incidents
  • Promote continuous service improvement.
  • Increase customer satisfaction.

  • Alert and monitorization management
  • Collaborative incident resolution
  • Graded to different teams
  • Root cause investigation, grouping and linking incidents to problems.
  • Real-time communication with users.
  • Response automations
  • “Post-mortem” reports
  • Advanced reporting and analytics

  • Allows Jira inventory on assets
  • Scanning and asset Discovery
  • Automation engine: assignments, alerts, etc.
  • Specific reporting2
  • Import and integration with other tools: MS SCCM, AWS, Azure, Google Cloud, Snow, NVD, Jamf, Device42, ServiceNow, …

  • Integrated with software development workflows
  • Change risk assessment engine
  • Low-risk change automation
  • Possibility to include approvals in workflows
  • Connecting to Bitbucket Pipelines or other IC/DC tolos
  • Collaborative change planning in Confluence

  • Lifecycle management of assets or configuration ítems
  • Dependencies mapping between assets or CIs and services to assess risk in changes, incident resolution and root cause issues.
  • Discovery of changes in infrastructure configuration.
  • Automation: statuses, dependencies, attributes, assignments, etc.
  • Import and integration of other tools

Our ITSM Plans

ITSM Plans

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