By Isaac Sacolick, President | CIO | Author

Transformative IT leaders, including CIOs, CTOs, and CDOs, who want to challenge their own status quo and improve productivity, quality, and team happiness should perform[...]

A question often posed to Isos Technology is, "Should my Jira Software and Jira Service Desk (JSD) applications live in the same environment? Or should they be kept separate?" When originally created, JSD was an app[...]

Over the years, Isos has completed many Jira Service Desk implementations for our various clients. Whether the customer was a startup with under ten employees, or an enterprise organization with thousands of workers,[...]

IT Service Management (ITSM) is not a new concept; it's been around for quite some time. Atlassian has been playing in this space since 2015 (by my recollection...) with Jira Service Desk (JSD). As an Atlassian[...]

In my previous blog, we discussed the importance of customer satisfaction scores (CSAT) in relation to ensuring your ITSM processes are providing value to your customers. Luckily, Atlassian created some easy-to-use[...]

Here at Isos, we've gotten exceptionally good at working remotely. Long before it was a necessity, we honed our technology, processes, and culture to create a productive workforce. This was due, in some part, to our[...]

Introducing ITSM

IT Service Management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to[...]

ITSM has been a hot topic for a few years. Here at Isos, we have spent a considerable amount of time thinking about, implementing, and writing about ITSM. Suffice it to say, we are excited about ITSM as we live and[...]

Here at Isos, we are exposed to an abundance of Atlassian Marketplace Apps on the regular. In fact, we consider ourselves experts on the subject, which is why we opted to include an "App Spotlight of the Month" in[...]

Use case:

The Summary field is hidden on the Access Request form in the Jira Service Desk portal, and is pre-populated with the name of the request.  Agents want the Employee Name appended to the end of the Summary[...]