An efficient incident management process is critical for keeping your customers happy by ensuring that their services are always on. A well-managed incident management practice in your organization can minimize the negative impact of incidents by restoring normal service operation as quickly as possible, despite the neverending barrage of incidents, change requests, and customer service tickets. The key to running a smooth workflow is the effective use of high-quality tools. And, for ITSM, there are few toolsets more powerful than the Atlassian suite of solutions. Join us as we explore how to align IT services with business needs by successfully mapping best practices in ITIL with Atlassian’s Jira Service Management. AJ Schmalenberger, Enterprise Solutions Architect at Cprime will discuss: -The important of ITIL and ITSM practices to best support your organization’s needs -Jira Service Management features and capabilities -Jira Service Management and how it helps customers manage incidents effectively and efficiently

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2. How to Support ITSM and ITIL with Jira
Service Management

3. AJ Schmalenberger
Head of Atlassian Consulting
Cprime
Speaker

4. 01 Service Management Framework
02 Service Requests & Incidents
03 Problem Management & Change Enablement
04 Keep the Conversation Going/Q&A
Agenda

5. Service Management Framework
Or how I learned to stop worrying and learned
to love ITIL 4

6. 6
Landing With IT Teams and Business Functions
Problem: Services & operations teams are challenged with team performance and process optimization while
fighting against a solution driven out of IT to solve their problems.
Cprime Solution
Faster & consistent
issue resolution
Improved productivity
& efficiency
SLA’s
Automation
Customer Portals
Service Catalog
Better service &
customer experience
Integrations
Notifications
Custom Workflow Reporting

7. Mature Practices
*made by Gartner

8. 8
Breaking Down Silos to Unify Business Functions
Problem: Services & operations teams lack consistent methods to manage technology requests.
Cprime Solution
Standardize
technology requests
Bring engineering &
ops together
Service Catalog Unified Portal
Change Management
Automation to drive
self-service
Integrations
Consolidated Workflows Reporting

9. Factors

10. 10
Critical Business Function Solutions
Requests That Are Wrapped
Around a Service
• New business functions driving demand
for services & operations management
solutions
• Our ability to unlock a lightweight service-
oriented workflows that jumpstart
business functions
• Incorporating our ability to grow the
licensing user base with adoption &
activation services.
Portal
Reporting Service Catalog
Workflow
Permissions,
Approvals,
Notifications
SLAs
Providing customer-oriented services to other business functions that mirror the corporate IT workflow

11. Change management
Service Management Areas
Create / Manage Servers
Raise an incident
Onboard / offboard
employee
Triage issues
Provision access
File a
request
Answer FAQ /
knowledge request

12. Service Requests and Incident Reports
Help! I need somebody. Help! Not just anybody

13. ESM Foundation
• For Organizations that want to start non technical teams on
JSM to create Service Value streams quickly and easily to
start tracking requests, response time, SLAs etc.
• Is different from work management in that is focuses on
how to provide a service to other teams vs how to track
internal team work
• Introduces concepts of Service management to teams that
might not have thought of those concepts in the past
• Can tie into other teams to provide wholistic Enterprise
tapestry
Department
Tools
Reporting
Teams

14. ITSM Foundation
• For Organizations that want to start technical teams on
JSM to create Service Value streams quickly and easily to
start tracking requests, response time, SLAs etc.
• Is different from Jira software in that is focuses on how to
provide a service to other teams vs how to track internal
team work
• Introduces concepts of Service management to teams that
might not have thought of those concepts in the past
• Can tie into other teams to provide wholistic Enterprise
tapestry

15. Service Requests And Incident
Management Demo
Demo

16. Problem Management & Change
Enablement
I want to break free!

17. Cycle of pain

18. • Problem management happens after Incident resolution
• Investigate root cause of incident
• Create backlog of tasks to resolve root cause issue
• Accept risk or solve the problem!
• Understand effort to actually solve issues and be able to compare costs of
incident management to true problem resolution
• Use change enablement to reduce pain of implementing permeant change
Breaking Free From the Cycle

19. Demo Of Problem management &
Change enablement
Demo!

20. • JSM provides a great opportunity to drive ITSM
Maturity for organizations
• Cprime can help with Templates and coaching
• ESM & ITSM implementations can be lightweight
and cost effective and save your company in the
long run.
Key Takeaways

21. Connect with our
speakers on LinkedIn
Check out Cprime
upcoming webinars,
read our blog,
download
whitepapers/case
studies & more:
cprime.com/resources
Share with us what
topics you are
interested in, ask us
questions or give us
feedback!
learn@cprime.com
Keep the Conversation Going…

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23. QUESTIONS?
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Thank You
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