Solutions
Be the ITSM team your customers want you to be
Seibert’s apps promote quicker, smarter management of IT requests, problems, and changes.
Our apps help you:
- Make IT service management (ITSM) issues easier to work on
- Speed up the creation of recurring IT account management tasks
- Get insights about ITSM performance and use them to make improvements
- Automatically document incidents and bugs for better understanding later
- Create excellent service experiences for both IT agents and their customers
Equip support agents with knowledge, fast
- Custom fields in the Jira Service Management (JSM) portal enable customers to make clearer IT requests.
- Default descriptions and summaries for bug reporting tickets ensure customers provide the necessary information for the support team to isolate the problem.
- Templates for IT account management tasks ease coordination with HR and save creating the same tickets every time an employee joins or leaves.
- Automatically creating Confluence documentation from Jira issues improves problem management by providing a knowledge repository for support agents who are investigating the root causes of incidents.
Make better decisions with better data
- Enhanced reports on common JSM metrics, as well as metrics you can’t track natively, offer a better understanding of how teams can improve day-to-day service performance.
- Coding your own report from scratch using JavaScript enables ITSM teams to pull data not just from other Jira projects but from external systems as well. This brings business intelligence-level insights into Jira and facilitates decisions about how IT services are impacting the business.
Offer an enhanced customer experience
- Giving customers extra information about their tickets, such as the estimated size of a job in T-shirt sizes, helps manage expectations and fosters trust.
- Displaying the summary and status of related issues on a Jira ticket improves transparency for JSM customers. It also aids their understanding of the work required and its wider context.
- Comprehensive reports and automated documentation enable ITSM teams to boost service reliability and respond better to customer questions.