Jira Service Management Case Study
Building a Workflow and Process for Service Desk and Problem Management Integration
Good Incident Management in Organization is not an easy thing to accomplish. To make it more obvious, let’s start with the definitions.
An Incident is an event, which makes a service work in an incorrect way, not included in the specification. A Problem – on the other hand – is the underlying cause of an Incident.
No one is happy when an incident occurs. Often, the root problems are too complex to be resolved by the 1st Line of Support in a Service Desk project. The underlying issues usually lie deeper in the system and require a higher level of expertise to address effectively. This complexity means involving more specialized teams who can thoroughly investigate and resolve the fundamental causes of the incident. The process might also include the owner of the service and the management. All these people will need to cooperate at some point. As you can see, this is a complex situation. Thankfully, this can be managed.
The Workflow in Jira Service Management
Below you’ll find the workflow which was created for the sake of our solution in Jira Service Management.
The Benefits
Our solution primarily allows us to save the employees’ time by integrating Incident and Problem management into one, transparent process. The desirable side effect is saving the license cost for Jira Service Desk licenses.
It also allows us to transparently present the work progress to the requestor and shift the responsibility from Service Desk Agents to a qualified Platform Support team.
