Guest Contributor:  Isaac Sacolick, President | CIO, StarCIO

If you can fully define what the new normal is and how long it will last, then you are one step ahead of many of the experts. What we can safely say is[...]

Escalation is a process. When it comes to proper IT Service Management (ITSM) escalation, your team's success at handling high-priority incidents and requests will depend on the structure of that underlying process.[...]

Atlassian recently shared some exciting news! They announced the acquisition of Mindville, an asset and configuration management company founded in 2013. Mindville is based in Sweden and boasts over 1,700 customers[...]

Recently, Atlassian announced that it had acquired Code Barrel, the makers of Automation for Jira, an easy-to-use and highly popular tool for automating many aspects of Jira and Jira Service Desk. It is now available[...]

For years now, we've seen how powerful the Jira Service Desk (JSD) platform can be for teams that help support a company or customers. JSD can find a place as an internal Help Desk, IT Systems support, or fielding[...]

Jira Service Desk offers a lot of great features for IT service teams in support of their ITSM practice, such as:

• A customer-facing support portal
• Service Level Agreement metrics
• Tracking approvals

However, a few[...]

As developers at Isos, my colleagues and I build tools that end up helping a wide variety of customers on the Atlassian Marketplace, but we also build applications for our internal teams that allow them to increase[...]

In my previous blog posts, I discussed the importance of customer satisfaction scores (CSAT) in relation to ensuring your ITSM processes are providing value to your customers, as well as how to measure CSAT with Jira[...]