ITSM is a hot word nowadays. With companies focusing on internal customer relations as well as external, it’s important to find ways to improve customer satisfaction. A quick and easy way to do this is through[...]

IT incidents happen, and while they are always unplanned, your response to them doesn’t have to be. A well-handled incident with clear and transparent communication can actually build customer trust. And a[...]

As a Platinum Solution Partner for Atlassian, Isos Technology receives all types of requests, requirements, and use cases from our clients on a daily basis. Our job is to talk through solution options and recommend[...]

ITIL (Information Technology Infrastructure Library) is a fantastic resource for anyone in the ITSM space and for teams providing internal or external services to customers. Updated in May 2019, ITIL v4 features a[...]

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[...]