ITSM Solutions

ITSM focuses on aligning IT services with the business's objectives, ensuring that IT operations run smoothly and effectively. ITSM covers everything from service design and deployment to maintenance and continuous improvement.

Atlassian’s system of work empowers technical teams with a sophisticated request management system. With Jira Service Management (JSM), teams gain unparalleled visibility, ensuring that the right requests reach the right people promptly. This streamlined approach enhances both customer satisfaction and operational efficiency.

By leveraging tools like Jira Service Management, Status Page, and Assets Data Manager we help you automate processes, streamline incident management, and improve asset tracking.

Our collaborative approach ensures that we provide ongoing knowledge transfer, empowering your teams to manage and optimise your service management processes independently.

We don’t just implement solutions; we guide you through each step, ensuring that your team gains the skills and insights needed for long-term success. With us, you gain a dedicated partner who tailor solutions to fit your unique needs and supports continuous improvement.

Products Used

Why you need it

Adopting customer-centric and streamlined request management using Atlassian’s Jira Service Management (JSM) has shown significant improvements. For instance, Atlassian reports that teams using JSM experience faster issue resolution, with up to a 61% reduction in mean time to resolution (MTTR).

Additionally, they achieve better collaboration across IT and development teams, thanks to integrated workflows, resulting in improved customer satisfaction by providing faster and more transparent updates. This directly enhances service quality while reducing ticket backlogs and unnecessary escalations.

Products Used

How it works

Atlassian empowers Agile teams through a seamless system of tools that support every stage of the Agile process - from planning and tracking to reporting and collaboration.

Customer-centric request management is designed to make it easier for both customers and service teams to interact, ensuring faster responses and resolutions. Jira Service Management (JSM) is at the core of this solution, providing a platform where customer requests are quickly captured, categorised, and routed to the right team for resolution.

Customers can submit requests via a self-service portal, reducing wait times and allowing them to track the progress of their issues.

JSM uses automation to prioritise requests, ensuring high-impact issues are handled first. For teams, integration with Jira Software enables seamless collaboration between IT and development, ensuring that requests related to software bugs or improvements are quickly flagged and addressed.

‍Confluence acts as a knowledge base, providing customers with access to articles and FAQs, allowing them to resolve common issues on their own, reducing the overall ticket volume and helping customers help themselves.

Who it works for

Why you need it

User-friendly incident management systems, like those powered by Jira Service Management, enable teams to respond to incidents 14% faster by leveraging automation and integrated incident tracking.

Atlassian’s 2024 State of Incident Management Report found that 76% of IT and development teams using JSM saw improvements in incident response times and a 43% reduction in incident resolution times, leading to more efficient workflows and reduced downtime.

Products Used

How it works

User-friendly incident management makes it easy for teams to identify, track, and resolve incidents quickly, minimising downtime and disruption. Jira Service Management (JSM) provides an intuitive interface where incidents can be logged, prioritised, and assigned to the right team members.

For faster resolution, Opsgenie integrates with JSM to provide automated incident alerts and escalate issues based on urgency, ensuring that critical incidents are addressed immediately.

When an incident occurs, Opsgenie sends out notifications to the appropriate on-call staff, reducing the time it takes for the right person to respond. For ongoing communication, Statuspage ensures that customers and stakeholders are kept in the loop with real-time updates on incident progress.

This system empowers both IT and customer-facing teams to handle incidents effectively, improving service reliability and customer satisfaction.

Who it works for

Why you need it

Effective asset management is essential for improving service delivery, reducing downtime, and ensuring compliance. Atlassian’s Jira Service Management provides powerful tools like the Assets feature to help teams track, monitor, and manage critical assets—whether software, hardware, or licenses.

This capability minimises errors, speeds up incident resolution, and enhances visibility across teams.

For example, by linking assets directly to issues, teams can resolve incidents faster and reduce mean time to repair (MTTR), leading to improved service-level agreements (SLAs).

Products Used

How it works

Comprehensive asset and data management helps organizations keep track of IT assets, improving visibility and ensuring that resources are properly managed throughout their lifecycle. Jira Service Management (JSM) integrates asset management tools, allowing teams to track and manage physical and digital assets, such as hardware, software, and licenses.

With the Assets feature, JSM provides a centralized view of asset details, including configuration, ownership, and status, making it easy to track and update records.

‍Insight – Asset Management (formerly part of JSM) adds further depth by allowing teams to link assets to incidents, change requests, and configuration items (CIs), providing a complete view of the IT environment.

This integration helps ensure that teams have the right resources available when needed and can quickly resolve issues related to asset failures. Additionally, Confluence can be used to document asset-related processes, including lifecycle management, warranties, and compliance requirements, ensuring that all asset data is up-to-date and easily accessible.

Who it works for

Why you need it

Incident response automation and orchestration within IT Service Management (ITSM) help teams reduce incident resolution times and improve service consistency. By automating critical tasks such as ticket creation, categorisation, and escalation, organisations can reduce incident response times by up to 30%.

This not only ensures that incidents are addressed promptly but also minimises human error and enhances the accuracy of the process.

Orchestration tools enable teams to proactively monitor systems and automatically trigger workflows to address issues before they escalate, reducing downtime and improving service reliability.

According to Atlassian, teams that implement automated incident management see a 43% reduction in incident resolution times, allowing for faster recovery and better alignment between IT and business objectives.

Products Used

How it works

Incident response automation and orchestration help ensure that incidents are identified, prioritised, and resolved as quickly as possible with minimal manual intervention. Jira Service Management (JSM) allows teams to automate workflows, meaning that incidents are automatically logged, categorised, and routed to the appropriate teams for resolution.

This automation ensures that critical issues are handled faster, without the need for manual ticket triage.

Opsgenie plays a vital role in incident response by automating alerting and escalation processes. When an incident is detected, Opsgenie instantly notifies the right person or team, based on predefined rules.

Additionally, Automation for Jira works in the background, ensuring that repetitive tasks such as ticket updates and notifications are managed automatically, reducing manual errors and freeing up teams to focus on more complex issues.

Who it works for