IT service management is no longer just an "IT thing," as Enterprise Apps Today has previously reported. ITSM is also being used by business functions such as human resources and facilities management that want to enjoy process standardization and automation benefits.
Atlassian is the latest software provider looking to capitalize on that trend, with this week's release of JIRA Service Desk 3, one of three standalone service management products that run on its JIRA platform. According to the company, the software allows its customers to choose an IT service desk for ITIL-focused IT teams or a basic service desk for either IT teams that don't need ITIL processes or non-technical teams such as HR or finance operations.
For IT service teams using ITIL, this latest update of JIRA Service Desk includes integrated functionality for incident, problem and change management. According to Atlassian, the integration improves visibility into issues as they arise, helps agents identify and fix root cause problems and easily track actions to minimize risk and downtime.
For non-technical teams, JIRA Service Desk 3 allows administrators to choose a basic service desk so that users do not see IT-centric screens, data and workflows.
"The new architecture allows Atlassian and partners to create purpose-built service applications for non-technical service teams," said Didier Moretti, vice president and general manager of Atlassian's Service Desk business unit, in a statement. "It makes JIRA Service Desk an extremely attractive offering not just for today's needs, but for a company's future growth as their service management needs mature, and they adopt service management best practices across the organization."
For example, HR departments might want to use the software for workflows such as employee transfer requests or onboarding new employees.
JIRA Service Desk has boosted efficiency at Skyscanner, said Michael Hall, business tools squad leader for the Scottish travel booking website. Noting that Skyscanner now handles 236 percent more tickets with only a 63 percent increase in IT engineers, Hall said in a statement, "Our increased productivity is saving us the equivalent of eight FTEs (full-time equivalents) in headcount."