Servicedesk

As an IT organization, it is important to provide excellent service to your customers. We help our clients design, establish, and operate more or less ITIL-inspired servicedesks, helpdesks, and service channels that enable efficient self-service and case management while ensuring compliance with SLAs and processing flows.

We typically use Jira Service Management as the foundation for modeling the servicedesk, complemented by Confluence as the basis for the knowledge base, which integrates with Jira Service Management and offers users context-relevant FAQ/OSS pages to support self-service.

We also integrate workflows in Jira Service Management with workflows in Jira “proper”, so that cases can end up in the correct product backlogs and be handled as efficiently as possible.

The integration is also technical; typically to Zendesk or other issue trackers, as well as to other business systems, in which creation forms and more are often embedded.