itsm & jira service desk

117.8.2012

www.ambientia.net 2

ITSM & JIRA Service Desk

31.3.2016

www.ambientia.net 3

agileADLMconcept / offer

Our agileADLM Concept, Solutions and Offering aim at understanding and solving how to manage, make and maintain Software Products (programs & portfolios) and support end users in a way that is as agile, transparent, traceable and effective as possible – with the help of Atlassian toolset.

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• Portfolion hallinta• SAFe• ITSM• Business Development• DevOps• Konsultointi – toimittaja | tilaaja | julkinen• 2011 -> (Ambientia) - Consultant• Konsultointia• Atlassian toolset• ITIL• Tuotteistaminen• Oma tiimi – kehitys, operointi, myynti, markkinointi• Tuotekehitysympäristö palveluna• SCM + Tietämyksen hallinta + Projektinhallinta• Linux• Tarjooman kehittäminen• Atlassian JIRA• Open source• Scrum• Pienempiä projekteja• Sopimuksia• Toimittajan roolissa• 2001 – 2011 (Tieto) – SCM Manager, Product Owner, Lead tech Specialist• SCM Manager• Oma multisite tiimi (14) - tiimiytyminen• RUP• Windows• Rational/IBM• Tilaajan roolissa• Isoja, pitkiä ja multi-continent projekteja• Inhouse työkaluja• VAX• V-malli• Vesiputous• Software Configuration Management (SCM)• 1994 – 2001 (Nokia Networks) – SCM engineer, Senior SCM engineer, SCM Manager

Minä

agileADLM

www.ambientia.net 5

IT Service Management

Atlassian

ITSM Vai

ITSSM?

www.ambientia.net 6

IT Service Management

Knowledge Management

SW Development

(SCM)

Project and Portfolio

Management

agileADLM

Task Management

(Business processes)

www.ambientia.net 7

Platform

Tools

Solutions

Big picture / Disciplines / Methods

agileADLM

www.ambientia.net 8

TasksITSM KM SW dev PPM

Platform

Tools (Atlassian)

Solutions


agileADLM

www.ambientia.net 10


Solutions

agileADLM

ServiceDeskHelpdeskAsset ManagementCMDBCustomer PortalSelf ServiceDesketc

Doc managementIntranetExtranetTeam Info SharingKnowledge basesIMCustomer PortalsDevelopment guidesetc

Agile DevelopmentCI/CDsrc Version ManCoding practicesArtifacts ManTest AutomationCode reviewetc

Project ManagementPortfolio ManagementCapacity ManagementAccount ManagementRequirement ManTest Managementetc

MarketingHRFinanceLegalOperationsSalesetc

Platform

Tools (Atlassian)


<- User Management / Identity and access management ->



Tools

agileADLM

JIRA ServicedeskInsightConfluence

ConfluenceHipChat

JIRA SoftwareBitbucketBambooFisheyeCrucibleSourceTreeConfluence

JIRA SoftwareJIRA PortfolioConfluence

JIRA Core

Platform

Solutions




Platform

agileADLM

Linux / MySQL / PostgreSQL / Apache / VMWare / JAVA

Atlassian Cloud / Ambientia Cloud / 3rd party servers / Own Servers

Tools

Solutions




Platform

Tools (Atlassian)

Solutions

Big picture / Disciplines / methods

agileADLM

ITSMAndJIRA

Servicedesk



Platform

Tools (Atlassian)

Solutions

Disciplines / methods

agileADLM

ITSMAndJIRA

Servicedesk


Tools | Atlassian

agile | transparency | traceability | effective

jira | jira-agile | zephyr | tempo | servicedesk | portfolio | confluence | refinedwiki | gliffy | team calendars | stash | bamboo | fisheye | crowd | sourcetree | hipchat

- add-ons and Atlassian marketplace

Find, try, and buy add-ons for Atlassian productsThe Atlassian Marketplace is a platform for Atlassian customers to discover, try (90 days evaluation period) , buy, and manage add-ons for their applications. Additionally, it offers third-party vendors the ability to market, distribute, and license their add-ons to Atlassian's customer base.Currently 2138 add-ons and counting - 1185 free, 865 paid via atlassian, 88 paid via vendor

Jira-Agile adds Agile project management to any JIRA projects Service Desk JIRA Service Desk combines an intuitive experience with powerful SLA management and real time reporting

Tempo Timesheets brings you flexible time tracking, resource planning and business intelligence seamlessly to your JIRA Zefyr All your testing inside JIRA. Zephyr for JIRA augments JIRA capabilities with cost-effective and sophisticated test management Capture enables everyone to easily contribute high quality, actionable feedback Portfolio Connect strategic goals to development reality. Refinedwiki design and skin confluence, make it user friendly, structure content, customize dashboards and turn your wiki into an Intranet Team Calendars Align people, projects, and events - Confluence Team Calendars connects Confluence and JIRA like never before Gliffy Diagrams Made Easy: Quickly create and collaborate on professional diagrams Image Slider Display multiple images or content in a simple and nice looking image slider Questions Share knowledge and find answers with internal Q&A User profiles Make your profile personal, find colleagues and experts, visualize organization charts etc

tools - atlassianorganisation | way of work | tool configurations | tools | platform

http://marketplace.atlassian.com/


JIRA Service Desk, a leader in service desk software

ITIL-ready service deskDrive IT best practices with ITIL-ready templates. Get everything your IT teams need out of the box for service request, incident, problem, and change management.


Top 3 reasons why customers choose JIRA

Service Desk

Easy to use and set upClean, intuitive portal that makes it easy for customers to ask for help

Integrates with JIRA SoftwareYou already love using JIRA Software? Connect developers with IT by integrating JIRA Service Desk with JIRA Software

Adapts to your needsSoftware so flexible, that we support any resolution, escalation, or change process you might dream up.

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01.05.2023 20www.ambientia.net


JIRA Service Desk features

• Queues – customizable and editable JQL-based queues for managing team’s work• Customizable workflows – create your own workflows• Customer Portal – simple and intuitive customer interface• SLA – Flexible and customisable metrics• Customer users – no need for JIRA licenses• Real time Reporting – visual, real-time reports, customizable with JQL• Automation – automate those repetative tasks

• JIRA Service Desk + Confluence Knowledge Base -> Self Service Desk

• Dev and IT, better together• If your dev teams already use JIRA Software, connect IT tickets to their backlog for fast

issue resolution across teams

• Mobile usage – report requests by mobile


Asset ManagementInsightEnterprise Asset Management - Manage & control your assets in JIRA - Automate asset updates - Powerful integrations and open API’s

• Manage your assets with great visualizationsRespond faster and make better decisions - Increase governance and reduce operational risk - Improve asset utilization with proactive asset management

• Access Insight assets from the custom fieldThe Insight custom field gives you access to the asset structure in Insight. Drill down the object types to find the object that you want to associate your JIRA issue to.

• Beautiful integration with JIRA Service DeskThe asset catalogue should be a natural part of the Service Desk functionality in JIRA! Integrate Insight with JIRA Service Desk to enable asset selection in the customer portal.


This is not about tools.This is about methods and way of

work.And how you implement those methods

to your tools!

Thanks.

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itsm & jira service desk

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