At Jira Service Desk Day 2018 in San Francisco, Phil Lavery from Riada showed how Insight and Insight Discovery apps integrate with Jira Service Desk to provide a flexible, scalable ITSM solution. The discussion described the value provided by an extendable CMDB (Configuration Management Database) with a customer example from Theron Feist, the IT Director of Peabody Institute.

1. Riada Insight &
Johns Hopkins University
October 9, 2018
Theron Feist
Director IT - Johns Hopkins University
phil.lavery@riada.se
Phil Lavery
VP Business Development
theron.feist@jhu.edu

2. Agenda • Riada
• Insight Overview
• Customer Video
• Q & A

3. Founded 2005
Stockholm
Offices
Sweden
Canada
USA
Atlassian Solutions
55+ Employees
10 Marketplace Apps
100+ Partners
www.riada.se

4. 2,000+
Customers in over 100 countries.
100+
Services customers.

6. Jira Service Desk / Jira Software / Jira Core
Issues
• Reporter
• Date
• Issue Info
Agent / Assignee

7. Jira Service Desk / Jira Software / Jira Core
Issues
• Reporter
• Date
• Issue Info
Assets
• Detailed asset info
• References
• Visual dependencies

8. A database of anything.

9. A complete ITSM solution
issues assets

10. Custom hierarchy
Map assets with full flexibility
Scale with no limit
Custom information

11. Custom fields
Access information at a glance
Linked assets
Linked issues

12. From simple user reporting
Run a fluid service desk
To actionable information

13. Visualize asset relations Assess impact instantly
Investigate causes quickly

14. Define triggers and actions
Resolve issues automatically
Let the system do the work

15. Control Traceability Efficiency
In a nutshell

16. The Insight Platform
Insight Discovery
Insight Tempo Integration
Insight Macro for Confluence
Insight AWS Integration
Insight Azure Integration
Insight Jira & Bitbucket Integration
Insight SCCM Integration
FREE
FREE
FREE
FREE
FREE
FREE

17. Customer Use Case
Johns Hopkins University
Theron Feist - Director IT
theron.feist@jhu.edu
* Riada Insight
* Deviniti Extension for JSD

18. Q & A