Explore different use cases for Jira Service Management
20 min
Beginner
By the end of this lesson, you'll be able to:
- Describe the main use cases for Jira Service Management
What are the main use cases for Jira Service Management?
As a Jira service project admin, you ensure your organization's IT services run smoothly and efficiently. To do this, you should understand how Jira Service Management can be applied to various service management scenarios.
Here are the main use cases we’ll explore:
- Service request management
- Incident management
- Problem management
- Change management
- Knowledge management
- Asset and configuration management
Service request management
Service request management, is a practice that helps organizations standardize their response, coordination, and fulfillment of service requests from users.
👉 For example: Service requests include asking for new software, access to a particular system, or general information.
Request fulfillment is the process of resolving a customer or employee’s service request through its entire lifecycle.
The service desk is the primary contact point where customers ask for help or request services. This is also known as the customer portal.
The service request management process
Here’s an example of the service request management process:
- A customer (internal or external) requests help from your service portal or via email.
👉 For example: A new employee needs access to a specific software license to do their job. - The service team assesses the request using defined approval and qualification processes. If needed, they send the request for approval.
- A service desk agent fulfills the service request or moves the request to someone who can better assist the customer. Jira Service Management allows you to easily move requests between different team projects or create linked work items between projects.
- After resolving the request, the agent closes the ticket and consults the customer to make sure they’re satisfied by collecting customer feedback.
👇Here’s a visual example of the service request process.
What are other types of service request management?
Enterprise service management and customer service management fall under the service request management umbrella.
👇Click the tabs below to learn more about enterprise service management and customer service management.
Enterprise service management (ESM) extends IT service management (ITSM) processes and tools across an organization to all teams. It defines operational best practices for both internal teams and their customers while removing organizational silos. Common non-technical teams that embrace ESM include HR, facilities, legal, marketing, and customer service.
Incident management
Incident management is the practice of responding to an unplanned event or service interruption and restoring the service to its operational state. There are two levels:
- Incident: An unplanned interruption to a service or reduction in the service quality.
- Major incident: An incident with significant business impact, requiring an immediate coordinated resolution.
A problem is the not-yet-known root cause behind one or more incidents. Jira Service Management provides all of the context and data you need to resolve an incident quickly and efficiently. Agents can easily manage work items and user-reported incidents and quickly escalate major incidents as an alert to the on-call team to resolve them.
The incident management process
Once you’ve identified, categorized, and prioritized an incident, you’ll follow this process to manage it:
- Initial diagnosis
- Escalate, if necessary
- Communicate updates
- Investigation and diagnosis
- Resolution and recovery
- Closure
👇Click the boxes below to learn more about each step in the incident management process.
Problem management
What is problem management?
Problem management looks past the immediate incident to find and fix the root cause. It aims to prevent problems from happening again, improving overall service quality. An incident may be over once the service is up and running again, but until the underlying causes are addressed, the problem remains. A consistent problem management process can prevent repeat incidents and stop critical incidents from happening in the first place.
The problem management process
Here are the steps you’ll take to fix the root cause of a problem:
- Problem detection
- Categorization and prioritization
- Investigation and diagnosis
- Create a known error record
- Create a workaround, if necessary
- Resolve and close the problem
👇 Click the boxes below to learn more about each step of the problem management process.
Change management
What is change management?
Change management minimizes risks and disruptions to IT services while making changes to systems and services. A change is adding, modifying, or removing anything that could have a direct or indirect effect on services.
👇Click the boxes below to learn about the common types of changes.
Change management is also known as change enablement.
The change management process
Change management doesn't have to include long reviews and non-technical approvals. Instead, it can focus on automated and collaborative processes between IT and development teams, increasing agility while still effectively managing risk.
👇 Click the boxes below to learn more about each step of the change management process.
Knowledge management
What is knowledge management?
Knowledge management is the process of creating and sharing knowledge across an organization.
A knowledge base is the foundation of a knowledge management practice. It’s a self-serve online library of information about a product, service, department, or topic, including FAQs and troubleshooting guides. Here are some ways you can use a knowledge base in Jira Service Management to benefit your teams and customers:
- Document answers to frequently asked questions to save agents’ time.
- Empower customers to help themselves by searching for resolutions in the help center.
- Gather customer feedback to lead to more relevant and helpful article updates.
- Help agents solve requests faster by sharing articles with customers or referencing articles while they work.
- Encourage agents to create new articles if a request requires a new resolution.
- Standardize answers to customer questions instead of offering multiple responses from different sources.
The knowledge management process
The knowledge management process involves several steps:
- Creation of knowledge
- Curation of knowledge
- Sharing of knowledge
- Utilization of knowledge
- Management of knowledge
- Measurement of knowledge
👇Click the boxes below to learn more about each step in the knowledge management process.
👇Here’s a visual example of the knowledge management cycle.
Asset and configuration management
What are asset and configuration management?
Asset management is a practice that manages the physical and digital assets of an organization. Configuration management is a practice that manages the settings and configurations of those assets. There are several different areas within asset and configuration management:
- IT asset management (ITAM)
- Service configuration management
- Configuration management databases (CMDB)
👇Click the tabs below to learn more about these areas.
IT asset management (also known as ITAM) is the process of ensuring an organization’s assets are accounted for, deployed, maintained, upgraded, and disposed of when the time comes. It ensures that the valuable items in your organization are tracked and that you know how they are used.
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Explore roles for a service project
- Grant access with project roles
- Share requests with other people
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