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A Jira Service Management Guide for Support Teams

Sep 13

Jira Service Management (JSM) is a service management platform designed for IT and business teams that handles service requests from either customers or employees. Originally called Jira Service Desk, this platform was reintroduced by Atlassian as Jira Service Management after multiple improvements and updates. If used the right way, JSM can help you maintain customer satisfaction.


In this guide, we will talk more about creating a good service desk and using it the right way. 

Jira Service Management: an ITSM tool that you can also use not just for ITSM


The JSM was originally designed solely for the IT service management (ITSM) teams for managing and maintaining hardware and software for their internal and external users. Those teams use service desk software for requesting service through a ticketing system (i.e., request for a new laptop, request for new software, etc.)


Over time, Atlassian found out that even non-ITSM teams are also using the JSM to provide services. For example, the HR department can also use JSM for onboarding and offboarding employees and handling staff requests. As a result, Atlassian further improves the platform to include features for other business teams. After all the improvements, the Jira Service Management has now evolved into a versatile enterprise service management (ESM) tool instead of just an ITSM.

Jira Service Management simplifies the ITSM processes


One of the main issues with most ITSM service desks is that they are over-engineered to the extent of including most if not all of the 26 processes outlined in the IT Infrastructure Library (ITIL), many of which are not relevant to most companies. With so many processes included, it also makes the platform more expensive and complicated to use.


JSM only incorporates the four ITIL processes, namely request fulfillment, problem management, change management, and incident management. Most companies just need these four to operate.


SLAs are Needed to Create a Good Service Desk

SLAs help teams manage the quality and efficiency of the services they provide. However, most service desks make it difficult to configure and report SLAs. But this is not the case for the Jira Management System. 


The JSM lets you create SLAs within minutes. It also allows you to easily track your first response time, resolution time, and other information about your SLAs. These reports offer vital information about how well your team is handling requests.


Jira Service Management Reporting


One of the primary requirements for a service desk team to maintain customer satisfaction is knowing how well the team is doing and identifying areas for improvement. Both of these should be presented in reports that you can easily understand at one glance. 


The JSM comes with a wide variety of reports and dashboards, many of which can be edited or customized to your needs. Dashboards provide better visualization of your overall data while individual reports have their own story to tell. 

5 Jira Service Management Reports that are Useful to Support Teams

1. Customer satisfaction report

The customer satisfaction report shows you your customer satisfaction (CSAT) ratings in a chart form. Native JSM allows you to create this report but with limited options for filtering. With Custom Charts for Jira, you can make many kinds of CSAT charts and filters.


2. Created vs Resolved Issues 

Native JSM has this report as a basic line chart. If you want to customize your report, you can do so using Custom Charts for Jira. 


3. Workload report

The Workload Report provides insights into whether your agents can handle the number of workloads coming in. This is available in a pie chart form in native JSM. With Custom Charts for Jira, you can change the chart type and customize how you want your data to show up.


4. Organizations report 

Organizations Report gives you information about the trends across your customer base (e.g., which organizations are submitting the most number of tickets). With the native report, you can't filter the chart by the organization. You'll need the Custom Charts for Jira to get insights into where your tickets are coming from. 


5 SLA reports

Utilizing ITSM Data and Taking Actions

The JSM reports are a good start in creating a good service desk. Once you have data and reports, the next step is to identify problems, trends and areas for improvement. This requires more than just viewing your reports but a deeper understanding of your ITSM data. 


You can check this article to help you create dynamic reports that highlight key ITSM metrics. Many of the reports listed in the article are also useful for non-IT teams. You could also watch this video about creating an effective ITSM dashboard.

Role of the Support Team

While all the reports and metrics are great, it's important to remember the most important aspect of the service desk - the support team. The support team must maintain or further increase customer satisfaction. Support teams can utilize the Jira Service Management reports. Your team's CSAT ratings can be a good starting point. CSAT ratings will tell you if your customers are happy or not. 


Apart from CSAT ratings, teams should also pay close attention to whether they are hitting other ITSM metrics or not. With the limitations of the native JSM in creating dashboards and reports that you can use for greeting a good service desk, it's a good idea to take advantage of the Custom Charts for Jira.