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Streamlining IT Service Management Workflows: A Practical Approach

RightStar TeamMarch 28, 2024

Boston Atlassian Community events presented Jira Service Management Unleashed. Our own Derek Fields speaks on IT Service Management Workflows: A Practical Approach. You can watch more from Derek from 35:20 to 53:38 here: Boston ACE: Jira Service Management Unleashed – ITSM, ESM, and AI Innovations

Organizations looking to enhance their IT Service Management (ITSM) processes often struggle with the complexities introduced by default settings in platforms like Jira Service Management. To address these challenges, a step-by-step refinement of the workflow statuses can significantly improve clarity and efficiency.

Step 1: Assessing Default Workflows

The first step in improving ITSM workflows involves a critical assessment of the default configurations provided by ITSM tools. Often, these include ambiguous or redundant statuses, such as “Cancelled” or “Escalated,” which can lead to misinterpretations and inefficiencies in handling tickets.

Step 2: Redefining Statuses

To streamline workflows effectively:

  • Remove Ambiguous Statuses: Eliminate statuses like “Cancelled” and “Escalated,” which do not provide clear action paths or insights into a ticket’s current state.
  • Define Clear, Actionable Statuses:
    • Waiting for Support: Indicates a ticket is logged but unassigned.
    • In Progress: A ticket currently being addressed by a team member.
    • Resolved: The issue has been handled, pending requester confirmation.
    • Closed: The requester has confirmed resolution, and the ticket is closed.

Step 3: Streamlining Transitions

Simplify the transition process between statuses to make it straightforward and logical. Ensure each status transition is necessary and adds value to the ticket’s lifecycle. To maintain workflow integrity, avoid allowing tickets to toggle between closed and reopened states.

Step 4: Implementing Automation

Utilize automation to facilitate seamless transitions:

  • Automate the shift from “Waiting for Customer” back to “In Progress” upon customer response.
  • Set reminders for responses at statuses like “Resolved,” where customer feedback is pending.
  • Introduce automated closure of tickets if no response is received within a predefined timeframe.

Step 5: Handling Special Cases

For complex scenarios like linked incidents (where multiple incidents relate to a single problem), integrate statuses that help track these relationships:

  • Linked to Problem: Indicates an incident is part of a broader issue captured in a problem ticket.
  • Automations can then update all linked incident tickets when the problem ticket is resolved.

Step 6: Documenting and Continuous Improvement

Document each part of the workflow clearly, using tools like Confluence for easy access and understanding. Regular updates and reviews of the workflow documentation are essential to adapt to new organizational challenges and changes.


Following these steps can transform organizations’ ITSM workflows into more efficient, user-friendly systems. Streamlined workflows reduce confusion, accelerate ticket resolution, and enhance overall service quality, aligning IT operations more closely with business needs. For any questions you may have or for more information, please contact us!

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