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Intro to IT Service Management

What is ITSM?

IT service management (ITSM) is simply how you manage the delivery of end-to-end IT services to your customers based on best practices. One of the most commonly adopted best practice frameworks for ITSM is ITIL or IT Infrastructure Library.  

Why do we need it?

Today’s IT organisations have a lot on their plates. Between responding to customer service requests to responding to unplanned interruptions to an IT service or reduction in service quality, they've got a lot on their plate! Effective ITSM is not only a cost saver for the company but is also crucial in ensuring customers remain happy. 

How can Atlassian for Business help? 

We have years of experience helping organisations take their ITSM to the next level using Jira Service Desk, powered by the Jira platform. With all those years of experience, we've developed a solution comprising default templates, like basic ITSM and pre-configured workflows based on best practice for rapid deployment by your organisation. However, while there are some commonalities between how every organisation does service requests and change management, there are also major differences. Our solution gives you a firm base to start with, but from there we'll work with you to customise various things that are particular to your organisation rules, regulations and requirements. 

So why use Jira Service Desk?

Jira Service Desk is a great tool for ITSM and is the most collaborative service desk on the market. Leveraging our years of experience, you can get up and running with a fully deployed, mature and flexible ITSM solution, quick. Don't start from scratch.

Benefits of Jira Service Desk for ITSM

  • Easy-to-use
  • Smart knowledge base
  • Easy request form and approval process
  • Faster service request fulfillment 

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