Atlassian announced that its service desk software, Jira Service Desk, now includes templates and workflows to support non-IT business units including HR, Legal, and Facilities. The update allows HR and other teams to leverage the ITSM tool to streamline service delivery, including tasks such as employee onboarding and off-boarding. It also enables employees to find answers to their non-IT questions or create requests through a self-service portal.
Jira Service Desk has implemented ESM capabilities through new templates and workflows that would help non-IT teams build and maintain their own templates and workflows independent from IT. Beside the improvement that was discussed above, Atlassian recently added some free tiers, as well as discounted plans for academics and NGOs.
Source: Jira Service Desk at SoftwareReviews, Accessed November 18, 2019
IT is not the only department to provide service desk facilities. As several other departments such as HR and Finance provide customer service, adapting service management would improve end-user satisfaction. Extending service desk to other departments reduces task redundancy, decreases costs, and improves efficiency. Enterprise service management (ESM) leads to improvement of performance visibility, more efficient workflows, less manual effort throughout the business, and improved collaboration between different business units. As ESM enables IT department to extend their value across the business, ITSM vendors are increasingly adding non-IT templates and workflows to allow organizations to leverage their ITSM tool across the business.
The recent updates in Jira Service Desk support the growing trend toward ESM and will be useful to IT departments looking to extend their functionality to other departments. However, organizations who need a tool to support enterprise service management beyond those three departments may want to consider a more robust ESM tool.
Atlassian has acquired Halp, a real-time helpdesk tool that integrates with Slack. With the broader context of this move being Atlassian and Slack’s strategic alliance, might there be more to this acquisition than meets the eye?
Organizations are complex and have multiple stakeholders involved in the delivery of a service. In a public sector organization, for example, there are end users, multiple agencies and departments, and vendors involved in the delivery and consumption of the service. Service design methods and tools assist in making sense of these stakeholders’ inter-relationships and allow organizations to make sound decisions during service implementation.
The impact of COVID-19, as it became a global pandemic in Q1 of 2020, has affected user sentiment toward software during a growing period of fear, uncertainty, and doubt. To analyze the impact, SoftwareReviews compared Satisfaction (willingness to recommend to a peer), ability to deliver Business Value (fair cost to value), and Likeliness to Renew prior to March 10 and post March 10.
ITSM vendor InvGate announced that due to COVID-19 any organization can use InvGate Service Desk free of charge. This promotion helps IT departments when they need it most while gaining adoption and market traction for InvGate.
ServiceNow’s Orlando release introduced Now Intelligence, a set of features that strengthen ServiceNow’s lead in the AI-powered IT service management (ITSM) and digital transformation space.
Ivanti is well positioned to build on a solid ITSM foundation and will deliver expanded capability in areas such as mobility, customer experience, enterprise service management, and artificial intelligence.
IT solutions provider BMC announced that Shared Services Canada (SSC) has selected BMC Remedy to be its new ITSM platform. This adoption shows that BMC continues to be a viable option for governments and large enterprises.
ServiceNow has released four free emergency response apps to help customers with crisis management in the wake of COVID-19, including emergence response operations, employee outreach, self-reporting, and exposure management.
ManageEngine has released version 10.5 of ServiceDesk Plus MSP, with a new UI and new features including MSP Business Dashboard, Time Sheet, and field service management.