An optimized ITSM practice using Atlassian Jira Service Management (JSM) has brought tremendous benefits to organizations seeking to cement a customer-centric approach to their service management processes. In the first two parts of this webinar series, we discussed an introduction to change management, service catalogs, and CMDB, and how they can all be applied and optimized using JSM. In this third installment, we cover the vital topic of customer management. You will learn: - The importance of understanding the customer's perspective and requirements - How to best use JSM for customer management—from portal design to automation and beyond - How to use JSM to empower your Shift Left—an integrated knowledge base, dynamic forms, intelligent queues, and more - How to measure customer management for reporting and data-driven decision making

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2. ITSM Webinar Series Part 3
Customer Management in ITSM Using Jira
Service Management

3. Clayton Chancey
Enterprise Solutions Architect
Cprime
Speakers

4. 01 Customer Management in ITSM
02 Customer Management in JSM
03 Measuring Customer Engagement
04 Keep the Conversation Going/Q&A
Agenda

5. Customer Management in ITSM
Concepts, Terms, & Strategies

6. • Definition
• The process of managing and optimizing interactions with internal and/or
external customers over the lifecycle of the relationship.
• Role & Importance
• Promotes customer-centricity
• Drives business value
• Enables informed decision-making
• Key Components
• Understanding needs & expectations
• Capturing feedback
• Continually improving service delivery
Customer Management Overview

7. • Concept
• A “Shift Left” strategy involves moving issue resolution closer to the customer
by enabling them to resolve issues using self-service when possible and
involving lower-tier support earlier in the problem-solving process.
• Benefits
• Reduces resolution time & enhanced customer experience
• Optimizes the use of IT resources
• Application
• Self-Service Portal & Knowledge Base
• Automated Ticket Routing
• AI & Chatbot Implementation (Tier 0 Support)
ITSM Concept: “Shift Left”

8. Customer Management in JSM
Capabilities & Techniques

9. • Customers
• Any user who can raise requests through the Customer Portal, Email, Widget,
or Integrated Chat tool.
• Do not require a Jira license.
• Customers can be Approvers if needed.
• Organizations
• Any grouping of Customers (e.g., department, supplier, email domain).
• Can hide/show requests from other Customers and/or Organizations.
Customer Accounts & Organizations

10. • The JSM Customer Portal is the primary interface for Customers to raise,
track, and manage their requests.
• Includes several out-of-the-box reports & features.
• Can be customized & themed through additional add-ons.
The JSM Customer Portal

11. • Important Callouts
• Formerly Proforma
• Distinct from Issue Types, Request Types, & Screens
• Form fields are distinct from Jira Custom Fields
• Supports hiding/showing form field based on user input
• Ideal Use Cases
• New Employee Onboarding
• Hardware Procurement
• Security / Incident Report
Dynamic Forms

12. • JSM Customers do not require a Confluence license to consume content
that is integrated with the Customer Portal
• Extremely useful for:
• Customer self-service
• Post-incident reviews
• Low-tier support guidance
• Rich out-of-the-box integration with Atlassian’s ITSM project templates
Integrating the Confluence Knowledge Base

13. • Extremely useful for:
• Reducing Time to First Response
• Triaging Tier 1 support tickets
• Ensuring consistent service delivery
Automation Rules & Canned Responses

14. • Organized Based On:
• Customers
• Organizations
• Prioritized Based On:
• Impact & Urgency
• Service Tier
Intelligent SLAs & Queues

15. Measuring Customer Engagement
Subhead

16. • JSM Provides an out-of-the-box report showing Requests Deflected
• This includes:
• The number of requests deflected in the Customer Portal
• The number of article views from within the Customer Portal
• Which articles were the most useful to Customers
Requests Deflected (KB)

17. • Collects results from an email survey sent after the resolution of a
Customer request.
• This includes:
• A Service Desk Team’s average CSAT rating over time
• The total number of Customer reviews
• JSM’s out-of-the-box CSAT capabilities can be extended or replaced via
add-ons or custom solutions.
Customer Satisfaction (CSAT)

18. • ?
Atlassian Analytics

19. • Effective ITSM is customer-centric, because
customer-centricity supports value delivery and
continuous improvement
• Adopting a “Shift Left” strategy will often
improve both your customers’ experience and
your IT organization’s utilization.
• Jira Service Management provides a fully-
integrated feature set designed to support
robust ITSM Customer Management.
Key Takeaways

20. Connect with our
speakers on LinkedIn!
AJ Schmalenberger
Clayton Chancey
Check out Cprime
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studies & more:
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interested in, ask us
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learn@cprime.com
Keep the Conversation Going…

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22. QUESTIONS?
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