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DevOps Next Frontier: Improving ITSM by Transforming the CAB

Atlassian Tools, DevOps, Jira Service Desk, ITSM

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[...]

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Should Jira Software & Jira Service Desk Live in the Same Environment?

Atlassian, Jira, Jira Service Desk

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[...]

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3 Real-World Examples of Successful Jira Service Desk Implementations

Atlassian, Atlassian Tools, Jira Service Desk

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,[...]

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3 ITSM Trends We're Seeing

Atlassian, Jira Service Desk, ITSM

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[...]

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Measuring Customer Satisfaction (CSAT) with Jira Service Desk

Atlassian, Jira Service Desk, ITSM

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[...]

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Top 3 Atlassian Tools for Remote Teams

Confluence, Atlassian Tools, Culture, Trello, Jira Service Desk

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[...]

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The Importance of Customer Satisfaction (CSAT) in ITSM

Jira Service Desk, ITSM

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[...]

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Enterprise Service Management is for Cool Kids

Atlassian, Atlassian Tools, Jira Service Desk

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[...]

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App Spotlight of the Month: Insight from Mindville

Atlassian, Jira Service Desk, Apps, ITSM

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[...]

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JSD Cloud ProTip: Append Custom Field Value to Summary

Cloud, Atlassian, Jira, Jira Service Desk

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[...]

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