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.
Tag 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).
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!
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.
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!
5 Reasons Why ITSM Teams Rely on Jira Service Management Data Center
In today’s always-on world, it is more important than ever for ITSM teams to be able to offer fast and standardized services. To achieve this, companies that use Data Center as a deployment option should rely on Jira Service Management Data Center. Here are five reasons why companies choose this ITSM tool.
Integrating Confluence into Jira Service Management: How ITSM Teams Efficiently Handle Service Desk Requests
With the Confluence integration for Jira Service Management, not only will you save a lot of time when handling your service desk requests – your customers will also get direct access to the self-help assistance you provide.
7 Tips To Get Your ITSM Teams Ready for On-call
In ITSM, development, operations and support are no longer clearly separated, but go hand in hand. That’s why companies need to ensure that ITSM teams are actually operational when they’re on call. Here are 7 tips to help you do just that.
ITSM, ITIL and DevOps: What’s What?
How do IT teams organize themselves in your company? With the help of ITSM and ITIL or with DevOps? Or both? Neither? Companies often consider themselves to be either a pure ITSM or DevOps company – although the two approaches can also be combined well. But what exactly are the differences between ITSM, ITIL and DevOps? You can find the answer in this blog article.