Selecting the right tools and software to run your service desk is just part of what makes your customers and engineers successful. Creating a collaborative, self-service environment where people can develop and implement the most effective ways to solve complex challenges – be it from customers or internally – will result in a chamber of innovative teams tackling any issue and adapting to ever-changing business needs.

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This is a guest post written by Tiffany Cantle, Senior Marketing Manager at BigPanda. We all need to move fast in order to stay competitive. But the faster things move, the faster things break. While many companies have made great strides towards automating application release and infrastructure management, automation for service assurance has been sorely lacking. That’s left Dev and Ops with a problem: how to effectively service alerts that have grown by orders of magnitude. A manual approach

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  Pop quiz! Name three things you'd rather do than set up approvals in your service desk tool. Get a root canal? Darn socks? Walk barefoot through the snow (uphill both ways)? If your toes are already getting frostbite just from thinking about it, I've got good news: JIRA Service Desk now offers an easy way to set up approvals on tickets. Self-service for the win! Approvals let you designate someone in your organization to give the  before you start work on a ticket. Just add an approval

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Tech support is a powerful, multifaceted hub: it can fix or improve products, reduce future customer requests and boost customer satisfaction. But is this feedback actually making its way back to product development? We set out on a mission to see if tech support and development teams were collaborating. To kick it off, we commissioned a never-been-done-before study with HDI, the largest association for technical support professionals, boasting 150,000 members. Here are five findings that might surprise you.

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In part 1 of this two-part series, I explained the difference between a help desk and a service desk. Thankfully, the difference between service desk and IT service management (ITSM) is easier to explain - especially when you start with ITSM. ITIL, the most commonly-adopted ITSM best practice framework, describes ITSM as: “The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate

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Let's be straight: no tool in the world will magically make you DevOps (or agile, or lean). DevOps champions collaboration and communication between development and operations teams, so it's more of a cultural shift than a magic recipe. However, there are tools and technologies that support automation and collaboration between teams. People often ask us about the tools we use (besides our own) to support the DevOps way of working at Atlassian. So I put together a buyer's guide that will point out things to look for when shopping for DevOps tools, as well as tell you which tools we use on our teams.

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