Jira Service Management also has a number of additional features that come out-of-the-box for IT service management projects, and can be enabled on other projects: Modern incident management, powered by OpsgenieĪll Jira Service Management Cloud plans come with major incident management, on-call scheduling, alerting, incident swarming, and more – powered by Opsgenie, another Atlassian product. Knowledge base articles appear on your portal so your customers can help themselves before reaching out to you. Leverage the power of Atlassian’s product Confluence to set up your own knowledge base within your own project. Issue progress is set up by a workflow that can include steps like In progress or Needs approval. These requests are tracked as issues in a queue. Service project agents work on customer requests. Each team can therefore have their own portal, can own the performance of their service project, and can route work into projects belonging to other teams. Templates are different types of projects that are tailored to suit certain teams – e.g. How teams workĮach team can work on a project that services requests from a certain area – like IT, HR, legal, or finance. Here’s a quick overview to help you learn the Jira Service Management lingo: How work appearsĬustomers submit their service requests to your team through a portal, an embeddable widget, or via email or APIs. It’s designed to bring IT, development, operations and business teams closer together with a variety of features that emphasize collaboration at speed. Jira Service Management is built on the Jira platform, so you’ll see some terms and concepts that carry across all of Atlassian’s Jira products. Jira Service Management makes it easier to categorize service requests, incidents, problems, and changes by organizing and prioritizing these requests in a single place, and keeps your team on track with goals (or service level agreements). Customers can send requests by email, a customizable help center, and an embeddable widget. With Jira Service Management, you can easily receive, track, manage, and resolve requests from your team’s customers.
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