IT Service Management & ESM

Join Isos Technology and guest speaker Julie Mohr, Senior Analyst at Forrester, for a webinar discussing the evolution of ITSM into Enterprise Service Management (ESM). As organizations undergo massive digital transformations, ESM has become a mainstream practice that supports knowledge workers across a business. The webinar covers the concept of ESM, the current service management landscape, and how to expand ITSM and ESM tools and processes across an enterprise.

Organizations are undergoing a cultural and structural shift towards embracing DevOps, which leads to a higher demand for IT Service Management (ITSM) to support new releases and products, as well as an increased awareness of ITSM's impact on customer experience and satisfaction. This white paper by Isos Technology delves into the complex environment in which IT operates and how it can hinder collaboration between development and operations teams. 

Jira Service Management (JSM) is a comprehensive ITSM and ESM tool, building on the functionality of its predecessor, Jira Service Desk (JSD). It incorporates automation and tooling to streamline incident management, strengthen change management capabilities, enhance service capabilities for non-technical teams, and break down silos between development, operations, and ITSM teams. This article covers how JSM can help close the DevOps/ITSM information gap, its economic impact, key considerations when evaluating JSM vs. ServiceNow, and its extensibility for non-technical teams.

Join Rodney West, Senior Atlassian Consultant, and Sean Parchmann, Director of Project Delivery at Isos Tech, as they discuss how Jira Service Management can be utilized within your organization to address challenging issues and improve team productivity.

In this webinar, a Certified JSM Engineer from Contegix discusses their favorite features of Jira Service Management and how they can benefit your team. The webinar covers topics such as labeling articles for visibility, establishing team member accountability, developing well-defined timelines, creating customized customer portals, streamlining customer issue creation, implementing a personalized notification system, and improving reporting for workloads and SLAs. 

This white paper outlines Atlassian's approach to IT asset and service configuration management through the use of the Assets feature in Jira Service Management. This feature acts as a centralized repository for a company's assets, services, and configuration items, allowing teams to track company resources and gain visibility into the relationships between critical applications, services, and the underlying infrastructure. The approach is team-centric, enabling teams to run fast and operate autonomously while ensuring that work is aligned and doesn't introduce risk to the business.

Jira Service Management (JSM) can enhance workflows, communication, and standard practices across all teams in your organization, not just IT. This webinar showcases how the marketing team at CBS improved their efficiency and collaboration by utilizing the power of Atlassian's tools. 

This white paper is an essential guide for any organization building agile and resilient service desks. It covers why companies invest in and update the underlying technology that powers service desks and explores some key factors to consider when evaluating this technology.

In this white paper, you will learn about the concept of Enterprise Service Management (ESM), its significance, and why enterprises must leverage this trend to boost productivity. The rise of ESM could disrupt the Service Desk market, which players like ServiceNow have traditionally dominated. The paper also reviews the research on the Service Desk market and how the key players compare. In addition, it highlights the benefits of adopting nimble technology such as Jira Service Desk. 

We are currently in a time where predicting the next disruption is impossible. This webinar discusses how organizations have prepared themselves to support remote work and have come to realize that a blend of office, remote, and fieldwork environments is the new standard. As a result of health and safety factors, leaders and employees are adapting their priorities, operations, and methods of collaboration. 

For many years, Atlassian has aided countless software development teams in embracing Agile and DevOps practices, enabling them to produce high-quality work faster. But what about the rest of the IT department? This report offers an in-depth examination of Atlassian's vision for service management and how they address these crucial questions.

The service desk landscape is transforming due to three key factors: ESM (Enterprise Service Management), collaboration, and intelligent service management. This Forrester report helps you better understand ESM, collaboration, and intelligent service management.