Atlassian Jira Service Administration Expands ITSM Capabilities

Atlassian is seeking to assist infrastructure and operations (I&O) groups enhance their IT service administration (ITSM) efforts with a set of recent capabilities for Jira Service Administration.

At its Atlassian Excessive-Velocity ITSM occasion, the corporate detailed how it’s working to allow I&O groups to work extra effectively and obtain higher enterprise outcomes. Among the many new options coming to Atlassian’s Jira Service Administration ITSM platform are built-in chat and digital brokers to enhance person expertise. Prebuilt templates for advertising and marketing, funds, and analytics to assist automate service desk operations are additionally coming to the platform, together with extra automation for change requests.

As well as, Atlassian is now including incident response on the go for cell alerts on service points in addition to enhanced capabilities for service administration at scale.

“Two years in the past, we introduced that we had been going to be doubling down on the IT service administration house constructed on the foundations of JIRA software program,” Shihab Hamid, head of product at Atlassian, instructed ITPro Immediately. “The concept is that we’re utilizing the workflow engine for each technical and nontechnical groups for service administration, so it extends to HR, advertising and marketing, finance, and services to centralize and streamline service requests.”

Jira Service Administration Brings Digital Brokers and Chat to ITSM

Having access to ITSM capabilities used to require customers to log into a particular platform.

AtlassianAtlassian Jira Service Administration Expands ITSM Capabilities

Atlassian is including new capabilities to Jira Service Administration to raised assist customers.

Atlassian is altering that paradigm by enabling chat-based integration to Jira Service Administration. With the chat integration, customers in Slack in addition to Microsoft Groups can now get entry to the Jira Service Administration system. The expertise behind the chat integration comes from tech startup Halp, which was acquired by Atlassian.

“Whether or not it is Slack, e-mail, or a Jira ticket, workers can select the choice that is closest to them, and repair administration will perform within the background,” Hamid mentioned. “The concept is that assist seekers can request assist from chat and get linked to an agent, and the agent can have all of the ITSM superpowers at their fingertips.”

Going a step additional, Atlassian can be now previewing digital agent capabilities that use synthetic intelligence (AI). The AI-powered digital agent expertise got here to Atlassian through the acquisition of startup Percept.ai. Hamid mentioned the digital agent capabilities in Jira Service Administration will use machine studying to study the patterns from earlier requests to grasp what the person is asking for.

Jira Service Administration Boosts ITSM Automation

One other space of enchancment in Jira Service Administration is the power to deal with incident response on cell gadgets. Hamid mentioned that IT employees can now get alerts and repair schedules, as effectively the power to assist triage incidents after they happen. 

AtlassianAtlassian mobile.jpg

Atlassian is enhancing its cell capabilities to raised assist ITSM incidents at any time when they happen.

Moreover, the system is being up to date to have extra automated capabilities round change requests. So as an alternative of each change request requiring some type of human interplay, an enhanced approval system will help automate the approval of some frequent requests.

The general objective of ITSM that Atlassian is working towards is giving customers a unified service expertise whereas supporting all of the completely different instruments and approaches that a corporation may need to attach.

“We need to construct a system that may present a unified assist expertise to workers, whatever the instrument that is getting used to serve these requests,” Hamid mentioned.

In regards to the writer

 Sean Michael Kerner headshotSean Michael Kerner is an IT marketing consultant, expertise fanatic and tinkerer. He consults to business and media organizations on expertise points.

Leave a Reply