If you're an IT Service Manager, you may wonder if your Service Desk is operating at its fullest potential. Are customers able to receive assistance promptly, and do agents have the necessary information to provide help? This ebook shares tips on creating effective SLAs with customers, designing a Help Desk that appeals to customers, using a Knowledge base to deflect tickets, utilizing Insight Asset Management to reduce ticket times, and measuring customer satisfaction.

As organizations move past emergency pandemic measures, IT and development teams are tasked with finding sustainable ways to support digital business operations. Enterprise Service Management (ESM) is gaining popularity as ITSM principles are extended to support various departments, such as HR, legal, and finance. This white paper covers topics like the case for ESM and high-velocity service delivery and explains how Jira Service Management can help organizations digitize essential operations.

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. 

Hear Christian Lipski from Contegix discuss ITSM and its potential impact on your business. He covers various aspects, such as the challenges faced by IT, the benefits of ITSM, the core processes of ITSM, and the tools required for ITSM. 

This white paper focuses on helping IT teams to implement an effective IT Service Management (ITSM) strategy by addressing common hurdles that companies face during the implementation process. It covers topics such as Goal Misalignment, ITSM Tooling, Effective Communication, and more. 

The ITSM teams face challenges in promptly responding to clients' issues due to their existing processes and tools. To overcome these obstacles, Atlassian specialist Michael Brown shares four strategies in a webinar that can maximize Jira Service Management and ITSM processes by incorporating Agile methodologies.