Today’s IT and software infrastructures are more complex than ever before. Therefore, it is inevitable that problems occur more frequently because surprises and unforeseen events always accompany complexity. IT incidents such as malfunctions or outages are unavoidable in organizations. That’s why modern ITSM teams have established systematic methods that ensure effective and efficient handling of incidents and their underlying problems. One of these approaches from the ITIL toolbox is problem management.
Category Archives: ITSM
Modern ITSM as inspiration for organization-wide Enterprise Service Management (ESM)
In ITSM, the administrative teams of a company see themselves as service providers for the employees. The ITSM teams systematically break down their work areas and tasks into individual standardized services. This concept is now spilling over beyond the boundaries of IT: companies want to ensure that other teams (HR, marketing, procurement, sales, etc.) also embrace the idea of service. The goal is organization-wide enterprise service management (ESM).
The MoSCoW Method: Intuitively Understandable Prioritizations – Also Visible in Jira
No team can do without meaningful prioritization of its upcoming tasks and work, even if it only acts reasonably efficiently and doesn’t want to rush past the needs of customers when developing a release or project. The MoSCoW method addresses the actual importance and relevance of a feature or story to a release or project, regardless of the amount of work required.
Practical Workaround for Jira Cloud: Re-empty the Resolution Field
When a task reaches its final state in Jira Cloud, its Resolution field is given a value and Jira assumes that the task’s lifecycle is over. But what if the task is reopened, perhaps because it was accidentally closed? Unfortunately, the Resolution field is not automatically cleared. A workaround based on Jira Automation from the Atlassian community provides a remedy.
Document Bugs in Confluence During Software Development
Software development comes with bugs. But what if you’re not using a bug-tracking tool like Jira? Well, if you are using Confluence, there’s an easy way to set it up so that you don’t even need another tool: with Properties!
Manage Your Jira Data Center Instance Wisely With Guardrails
In late June of 2022, Andrzej Kotas, a product manager for Jira Data Center, announced to the Atlassian community an exciting development in documentation and recommendations for Data Center deployments of Atlassian Tools. The post introduced Jira and Confluence guardrails. In today’s blog, we’ll go over the list of guardrails for Jira.
The WSJF Method for Prioritizing Work – and Integrating It in Jira with Awesome Custom Fields
As a rule, tasks and work need to be prioritized before they are scheduled for processing. Some less experienced teams might intuitively think that prioritizing a backlog is not a big deal: a simple discrete order seems to be a good approach. But as soon as things get a bit more complex, it fails. For larger scenarios, the WSJF method offers a proven alternative. Here is an introduction along with a way to map the WSJF in Jira.
IT Service Management (ITSM) – The 5 Stages of the Modern Incident Management Cycle
Making sure that IT incidents are systematically identified, effectively remedied and followed up in a structured way falls within the scope of IT Service Management. That is why ITSM requires modern incident management, which ideally comprises a cycle of five stages: Preparation, Detection and Alerting, Containment, Remediation, Analysis.
Manage your Confluence Data Center Instance Wisely with Guardrails
Last year, Andrzej Kotas, Product Manager for Jira Data Center, announced product-based documentation and strategic recommendations designed to educate and help you avoid reaching a tipping point where your instance might start to experience performance impacts. In today’s blog, we discuss these so-called “Guardrails” for Confluence Data Center.
Properties for Confluence – a Lifesaver in Asset Management and Business Organisation
When you talk about running a business, people usually think about talking with exciting clients or creating new ideas and products, but often the more tedious part of running a business is forgotten: asset management. To make this tedious task (much) easier, Properties allows you to keep an automatically-updated overview of all your assets, so you have more time for those clients or coming up with the next must-have product!