Doing ITSM The Atlassian Way

0 Flares 0 Flares ×

Legacy IT solutions often took a very siloed approach. You had one tool for managing incidents, a different for handling changes, and several more for knowledge management, changes, and more. Integrations were difficult, costly, and clunky at best.

Naturally, IT teams couldn’t stand it. They missed critical data insight they might otherwise have if they could see the bigger picture. They had zero line of sight into the dev team, and vice versa — so it was next to impossible to quickly identify how new releases or changes might be impacting service. Support and service quality suffered big time. At Atlassian, we knew IT deserved a better approach. So we started from the ground up, building tools that help IT provide legendary service across every discipline, to every employee and customer:

Jira Service Desk is at the heart of it all. It’s one tool (instead of four or more) designed to seamlessly handle the top ITSM capabilities that IT has to get right: managing service requests, resolving incidents, conducting problem investigations, and orchestrating changes to your production systems.

But IT also needs a better way to communicate clearly across the organization, and to customers. Hipchat allows quicker communication and collaboration between your internal teams, to resolve incidents faster. And Statuspage keeps customers informed 24/7 about the status of the critical services they depend on. And at every step of the way, IT needs fast access to accurate information. Confluence brings your teams and their knowledge together in one place, putting critical documents, knowledge base articles and project and change plans at their fingertips the instant they need them. Let’s take a closer look at how you can use Atlassian to completely streamline the incident management process, as just one example.

Atlassian in action: Incident Management
Let’s say a critical service is down that impacts both employees and customers. Entire departments have screeched to a halt, and tickets are starting to pour in at your service desk. Here’s how Atlassian helps you take a more comprehensive, agile, and collaborative approach to incident management, across the entire lifecycle:

1. Identifying the incident
With Jira Service Desk, it’s possible you already knew about the incident even before the first employee submitted their ticket. How? Your hardware, monitoring systems, and services can easily send their alerts directly into Jira Service Desk via open REST APIs. Quite a few vendors have already built out these integrations, and it’s easy for you to create your own.

As system alerts come in, Jira Service Desk’s built-in automation can help you properly categorize each incident, classify it as low or high priority, and
even take over repetitive tasks like ticket routing, adding important comments to a ticket, notifying teams about issues that are about to breach SLAs and more. New automation rules are easy to set up via the user interface, with no scripting required. At the same time, Jira Service Desk automatically searches Confluence for knowledge base articles, runbooks and troubleshooting guides that might be associated with the incident – and pulls the top recommendations directly into the incident. As a result, your agents aren’t blindsided. They often know about outages and disruptions long before they are reported, and with the right information already in hand, are hard at work on restoring the service.

2. Communicating
If this outage is impacting external customers, you want to let them know right away, and Statuspage lets you totally automate incident communication. You can integrate it directly with your monitoring and alerting tools, so customers stay informed of incidents, downtime, or even scheduled maintenance in real-time. And your status page is hosted outside your infrastructure with built-in redundancy so your page is up even if your service is down. You can create a custom status page in minutes that customers can subscribe to to receive status updates via e-mail, SMS, or webhook. Users can subscribe to all updates or choose individual pieces of your service they want to stay up-to-date on. You can even create incident templates so you don’t have to waste valuable time during an incident coming up with the right words to say to your users. And private pages mean you can also provide your employees with a single source of truth for internal service status. Private pages feature authentication via IP restrictions, SAML 2.0 (and related vendors such as Okta, PingIdenity, and OneLogin), as well as Google Auth.

In fact, using Statuspage to communicate with customers and employees doesn’t just increase transparency and build trust, it can reduce ticket volume too. By integrating Statuspage with Jira Service Desk, you can display incidents directly on your Jira Service Desk portal to reduce the surge of duplicate tickets at the source by as much as 30%*.

3. Investigating
Incidents are often measured by the time that elapses from when they first occur to when they are resolved and closed, called Mean Time to Repair (MTTR). During most incidents, as much as 70% of the MTTR is spent in the investigation phase, trying to identify what actually happened. Why? Because communication is difficult, and agents don’t have the right information at hand. Emails and phone calls are notoriously terrible ways to collaborate quickly. To start, Jira Service Desk gives your agents clear priorities, and a more
context-rich place to collaborate. The most urgent issues are sorted to the top of the queue, and agents can bring each other into the discussion easily with @mentions. In this example, a service desk agent might @mention a database engineer and a change manager, who can see then see the full history of the incident and help swarm around the issue. Embracing ChatOps takes it to the next level, though. In Jira Service Desk, a single click launches a Hipchat room dedicated to an incident, pulling in all the critical alerts, context, and even team members you need to swarm even faster. And if other teams mention your incident anywhere across your entire Hipchat ecosystem, you get notified, so you can discuss or work on your incident across the company in real time. Finally, you can even link incidents in Jira Service Desk to other issues, change requests, bug reports, and even software projects in Jira Software, so you can track the status of potential dependencies and even alert other teams when you believe your incidents may be related.

4. Resolution and Recovery
Taking a collective approach to incident resolution like we’ve outlined above can reduce the MTTR for major incidents by up to 40%, in our experience. But the work doesn’t end just because you found and resolved an incident faster. Using Confluence to document the resolution and capture the critical insights you learned along the way should be a standard part of your Post Incident Review (PIR) process. You can even designate the actions you want to take as a result of what you’ve learned — like assigning knowledge base articles, or reporting software bugs to the development team. Afterall, closing an incident doesn’t always mean the underlying problems have been resolved. Jira Service Desk lets you create Automation Rules to keep linked issues in sync. So if your outage is caused by a software failure, for example, you would link the incident to a corresponding issue in the software team’s backlog. Then, an Automation Rule could keep you notified (and even update your incident) once the underlying software issue has been resolved.

0 Flares Twitter 0 Facebook 0 LinkedIn 0 0 Flares ×

Comments are closed.

Show Buttons
Hide Buttons