Kickstart your ITSM journey
Jira’s Cloud’s powerful features can empower any organisation to excel at Enterprise Service Management - but knowing how to implement and harness the full suite of capabilities can be daunting.
Jira Service Management is designed for flexibility; adapting to any company’s scale and process. But this requires knowledge of which features and configurations to deploy, and skill to best align it to industry best-practice.
Jira’s out-the-box templates help get you started, but the additional configuration can take months, with trial-and-error making it worse for those new to the tool.
GLiNTECH’s ITSM Accelerator Package has been designed for those keen to harness the benefits of Atlassian Cloud, without the painful change process creating additional problems.
It’s been curated by GLiNTECH’s Atlassian and ITSM experts, with features curated from the ‘most wanted’ list of our Enterprise clients. It’s designed to provide all the functionality you need to effectively manage your IT Services (and more) from day 1, with minimum fuss.
What
A ready to go ITSM solution, based on industry best-practice
Why
Out-the-box JSM & Assets takes months to configure properly.
Most people have neither the time nor expertise to do this successfully.
We created this package because so many users had the same problems
How
We inject all the required structure, workflows, automation and more (via GLiNTECH’s own Asset Configurator app).
We workshop your specific business needs, customise your setup and enable you to maintain moving forward.
Package Approach Outline
1 - Accelerator Workshop
A structured workshop with key stakeholders (Service Desk Manager, Agents, etc.) to confirm outcomes, understand pain-points and outline target design.
2 - Configuration Import & Setup
Using GLiNTECH’s Asset Configurator app, we import all the schema’s, object types, attributes and automations you need for robust ITSM practices. Your consultants use the information gathered during the workshop to configure and customise your implementation appropriately.
3 - Software Training
A full-day software training course, with presentations, demonstrations and extensive hands-on lab activities. This enables your team to understand and leverage the power of all new JSM Cloud features.
4 - Support on-demand
For peace of mind and to maintain momentum, our experts are available on-demand to answer questions, or tweak configuration at any time as you roll this out.
5 - Additional Services
Every organisation is unique, so we have experts available to help with Integrations, customisations, or anything else you need to incorporate JSM into daily use.
What does the package offer vs JSM ‘out-the-box’?
While out-the-box templates offer a variety of generic screens and workflows to get started, there is significant effort required to become ‘enterprise ready’.
As leaders in this space, GLiNTECH created the ITSM Accelerator package to help users expedite their Atlassian ITSM maturity, with the confidence of knowing they align to industry best practice.
The package deploys a number of additional features and capabilities to successfully manage a busy request portal.
These provide:
Speed and accuracy - reducing the need for tacit knowledge or back-and-forth questioning
Increased visibility - relevant contextual and historical details are surfaced on tickets, providing insight when it matters
More robust services - better incident and change processes; reduced time to resolution and powerful automations mean increased service quality for all
JSM’s powerful features provide a significant ROI to IT and Service teams; this package is designed to fast-track that value.
Capability |
JSM out the box |
ITSM Package |
|---|---|---|
Basic Assets Schema |
|
|
Pre-configured object library & automations |
❌ |
|
Service Requests |
|
|
Tickets populated with specific user assets |
❌ |
|
Automated-ticket routing |
❌ |
|
Out-of-office re-assignment |
❌ |
|
Incidents |
|
|
Auto-assign tickets to service owner(s) |
❌ |
|
Custom Incident priority matrix |
❌ |
|
Agent view of impacted dependencies |
❌ |
|
Change Requests |
|
|
Change assessment process (CAB views) |
❌ |
|
Auto-assign change approvals |
❌ |
|
Custom change risk calculator |
❌ |
|
