Jira Service Desk | 6 MIN READ

How to Get the Most Out of ITIL In Jira Service Desk

If you’re a Jira Service Desk (JSD) user, then you’ve likely heard of the ITIL framework. That said, there are several best practices you need to follow in order to enjoy all the benefits that ITIL’s concepts can bring to your JSD instance.

Jump to the main takeaways:

 Request Fulfillment
 Incident Management
 Problem Management
 Change Management


Even in the face of technological innovation that has permanently altered how organizations invest in and value their IT resources, ITIL remains essential to service management professionals. Atlassian’s Paul Buffington explains why in this blog post:

“ITIL is the most widely-used service management framework in the world. It’s essential for organizations to align the assets and functions of IT to the overall business. As the de-facto standard for ITSM, ITIL places your organization on the path to deliver the best, customer-centric service management.”

We’ve discussed ITSM best practices at length on our blog, but today we’re going to explore how you can take those concepts and put them into practical use with the four processes that JSD is ITIL-certified for:

  • Request Fulfillment
  • Incident Management
  • Problem Management
  • Change Management

Let’s get started!


Request Fulfillment: Responding to Service Requests and More

Of the ITIL processes linked to building an efficient JSD environment, request fulfillment may be the most recognizable to the casual reader.

Request fulfillment are practices used to process service requests. Service requests are submitted when you ask for a service of any kind, or provide feedback, complaints or another type of requests that are not interrupting your daily work.

Examples of service requests are when you request new software or hardware, some maintenance or part replacement for an asset, or when you want to purchase something from a service catalog.

Managing your service requests efficiently in JSD becomes paramount to constructing lean, productive workflows that are specific to the platform. One way to do this is to ensure that your organization is working with optimized request forms. Atlassian’s suggested tactics to use in this scenario include:

  • Prioritize common requests when building request forms to deliver immediate value to customers
  • Document all the requirements for a service request before adding it to the catalog
  • Capture the data required to start fulfilling the request without overloading the customer with too many questions
  • Work with stakeholders to standardize the approval process where possible
  • Document any knowledge base information that can help customers in a self-service capacity.
  • Create detailed reports to help manage the lifecycle of a service request offering.
  • Review your team's performance and adjust your SLAs and training to improve customer satisfaction.

Atlassian Marketplace apps, such as Insight, also bring additional value to the examples above because you can manage software, hardware, and your service catalog. This way, you can allow customers to link the corresponding assets (hardware, software or service) to their request.

Read more about request fulfillment in JSD on Confluence!


Incident Management: Avoiding Service Downtime

The next ITSM process I’m going to touch on is incident management. As its name suggests, it’s a process used by IT, DevOps and Ops staff when they need to respond to an incident or service interruption and restore it to a sufficient operational state.

When an incident is raised and something is not working, this encompasses all possible service outages to IT resources. The goal is always to resolve the issue as quickly as possible. Doing so avoids significant downtime, which can have a hugely negative impact on your customer satisfaction rate. 

If the same incident occurs often, a problem request must be created. What follows is an investigation into the root cause of the issue and to prevent future incidents that could stem from the same weakness.

One of the most important aspects of incident management is clear, actionable incident communication practices. To establish a solid foundation in this regard, some recommendations from Atlassian are to:

  • Define what “incident” means for your organization by using a tiered severity system or even an incident handbook for employees
  • Prepare “worst-case scenario” protocols and know who has what role should they need to be thrust into action
  • Select communication channels and templates ahead of time to prevent information misrouting in the heat of the moment
  • Provide regular updates during an incident and follow up with a post-mortem after a resolution has been reached.

With clear communication and by having all the necessary information instantly available to the right team members, you can shorten the time you spend investigating and gathering information. Insight plays an important role in reducing your Mean Time to Resolution (MTTR) because it allows you to pinpoint the affected asset, link it to the incident, and navigate to crucial details in just a few clicks.

Read more about incident management in JSD on our blog!


Problem Management: Limiting Damage to IT Services

Problem management in JSD is an offshoot of the ground we just covered with incident management, but it’s also one of the ITSM practices that trip IT teams and various organizations up the most.

The definition of problem management is to limit the business-related impact of incidents that are caused by issues in your IT infrastructure and, perhaps more important, to prevent them from reoccurring. Problem management investigations normally prioritize serious ongoing incidents or areas that could potentially cause the most damage to a major IT service.

Unfortunately, too many organizations aren’t able to see the forest through the trees when it comes to problem management. As per Atlassian’s Nikki Nguyen:

“Too many companies are fixated on the definitions of ITIL and problem management instead of actually getting value out of them. When you don't have a bonafide problem management policy, plus the training and skills to back it up, your team is likely to spend too much energy on ineffective activities.”

Here are some guidelines you can use to optimize your JSD system:

  • Create clear objectives and policies that can be used during problem management initiatives
  • Allocate sufficient resources to your problem management practices
  • Define the roles of all problem management stakeholders
  • Understand the relationships between problem management and other ITSM practices within your organization

By using Insight’s problem management functionality to optimize related JSD processes, you’ll be able to reduce downtime and costs related to your IT assets, as well as greatly improve your productivity.

Read more about problem management in JSD on Atlassian’s website!


Change Management: Easing Organizational Transitions

When making a change in your IT environment, you need to plan, control and understand the impact of your changes. An ITIL change management workflow in JSD helps you achieve that.

Managing those changes, such as a software update on a server, requires information transparency and a solid data modeling foundation, potentially created by a CMDB in Insight. 

With even the biggest of companies putting an emphasis on lean change management practices, it should be one of your organization’s biggest priorities in JSD.

According to Atlassian, some best practices in this area include:

  • Developing a change management workflow that’s tailored to your business’ unique needs and goals
  • Coordinate big change initiatives using organization tools like Confluence Calendars and more
  • Set up proper channels for change management planning, approval, and execution
  • Build clear, actionable form fields for change requests in JSD collateral to streamline the review and approval processes

As with the other ITIL processes I’ve touched on already, it’s important to know what services are running on that server, which assets will be impacted by the update, and so on. 

By storing your IT-related databases in Insight, and linking them to your change requests, you will have access to this information in just a couple of clicks. In addition, Insight ensures that approval requests for any change initiatives are sent to the right person.

Read more about change management in JSD on Confluence!

For more information on how Insight can help your organization get the most out of ITIL in Jira Service Desk, or to get started with a free trial today, click below!

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Originally published Mar 12, 2019 10:26:00 AM

Late 2019, we did a brand split. Mindville is the company behind the Insight products. Riada provides expert consultancy services on all things Atlassian. Riada can be found at riada.se. Mindville is an Atlassian Platinum Top Vendor and Riada is an Atlassian Platinum Solution Partner.