Best practices for IT teams using JIRA Service Desk
Information Technology Infrastructure Library (ITIL) is a framework for ITSM (IT service management). ITIL recommendations have been an industry standard for 20 years. Adopting these practices takes time. You may seek formal training in how to make ITIL recommendation work best for your business.
If you're interested in more general information about ITSM or other guides, check out our ITSM resources.
We recommend starting with processes that are essential to your business goals. JIRA Service Desk provides workflows for IT teams in our IT Service Desk project template. We created the following ITIL workflow add-ons, available in the Atlassian Marketplace:
- Change management for JIRA Service Desk
- JIRA Service Desk incident management
- Problem management for JIRA Service Desk
- Service requests for JIRA Service Desk
JIRA Service Desk is configurable. We recommend you start with an ITIL framework and then adjust to your specific business needs.
What follows is an overview of some best practices for your IT service desk. This guide covers:
Use the IT Service Desk template
Only JIRA administrators can create projects.
To create a project using the IT Service Desk template:
- Select Projects > Create Project.
- Choose the IT Service Desk template and select Next.
- Name your project.
- Select Submit.
Provide a robust service catalog
Using simple forms, your customers can do a lot of the early leg work for your service desk. JIRA Service Desk provides them with clear and concise options for requesting help. A robust service catalog makes sure that service requests are prioritized and get to the correct service agent. And, your agents get the information needed to fulfill the request before beginning work.
The IT Service Desk template comes with a service catalog of common requests. We call these forms "request types" and you can customize them to suit your needs.
To start, identify the most common and urgent IT tasks for your service desk. Doublecheck that there's a corresponding request type for each of these.
Go to Project settings > Request types to view or edit your service catalog. The entries there appear in your customer portal.
Help your customers serve themselves with a knowledge base
Mature IT service desks solve common problems without ever seeing a ticket. We recommend providing your customers a knowledge base.
Link your JIRA Service Desk site to a Confluence knowledge base. Keep a record of known solutions and two important things happen:
- Your customers find and view relevant articles when they search the customer portal. They may find the answers they need without ever raising a request.
- Your service agents can find relevant articles when working on issues. This saves them time hunting down answers or workarounds to common IT requests.
Start with ITIL recommended workflows and adapt to your needs
ITIL recommendations are a framework, a set of ITSM best practices meant for you to adapt from and grow.
In JIRA Service Desk, we associate your service catalog with workflows by assigning a request type to an underlying issue type. Our recommendations for IT teams use four ITIL-inspired workflows. To learn more about how these issue types and workflows work to streamline your service desk, check out our guides for handling:
- Service request fulfillment
- Change management
- Problem management
- Incident management
- Automating the calculation of priority based on impact and urgency values on issue creation
These allow you to have many customer request forms that follow the same workflow. For example, new hardware requests and password resets use the same service request workflow.
Our default workflows make your service desk effective out of the box. You can customize them as you go along, scaling to the needs of your business.
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