IT Service Management (ITSM) implementation

Establish efficient ITSM processes and get smooth workflows with our implementation of Atlassian tools and ITIL best practices.

Case study image
years of working with Jira Service Management (since version 1.0)
completed ITSM projects in 2023 alone
Jira Service Management customers use our dedicated ITSM apps
ITIL-certified specialists on the team

Preparation and planning

Map out your ITSM implementation with tailored process optimization.
Design processes aligning with your business needs.
Adapt tools that will help you fulfill your goals.

Collecting requirements

Together we’ll specify your requirements, challenges, and goals.

We will ensure that our ITSM approach is aligned with your organizational objectives.

Our analyses can include audits of your technical infrastructure and business processes.

Solution design

We will design processes, workflows, and configurations to meet your established requirements and goals.

We ensure alignment with the ITIL approach as well as industry best practices.

Project planning

We will develop a detailed implementation plan outlining tasks, timelines, and resources.

This can include configuring the Change Management process to make it more centralized.

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Clients confirming the quality of our work

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Proof of Concept

Test your ideas with a functional Configuration Management Database, customer portals, and an efficient knowledge base.
Establish flawless processes for approvals, request management, and other necessary processes.

Testing general assumptions

We will quickly test out your ideas with a Proof of Concept (PoC) instance.

We will consider the Customer Portal navigation for the test team scope.

We will also establish processes regarding incident and service management, approvals, and handling requests.

You will get our take on SLA/OLA time calculations and work time logging (if they apply to your company).

Setting up a Configuration Management Database

We will help you create an environment where all data can be stored and interconnected.

This means every service, product, client, and asset can be traced to a given Jira ticket/issue.

You can create links between object types and view your data from an object perspective.

What is more, Jira issues can get data from CMDB as Assets Objects Custom Fields.

To make things better, particular attributes can be copied to standard custom fields.

As a result, you will get a reliable and highly accessible source of truth about all your IT assets.

Functional Customer Portals

Adapt your Customer Portal to keep menial tasks such as filling out forms or gathering data easier.

Make services more available for customers with dynamic forms, request groups, and custom fields.

You can make Service Desk jobs easier once we implement automated ticket creation or resolution.

Knowledge base optimization

You can enhance your knowledge base with intelligent search algorithms and customizable templates.

We will implement features like auto-suggestions and dynamic tagging to increase accessibility.

We will also help you refine the knowledge with efficient monitoring features (stats on viewership, user feedback, search queries leading to articles, and resolved tickets related to them).

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Platinum & Enterprise Solution Partner title:
Certifies the quality provided by our solutions and services.
Confirms our experience in implementing enterprise-grade solutions.
Allows us to offer attractive license terms.
ITSM Specialized badge confirms that:
We’ve completed 25 ITSM projects in 2023 alone.
Our Atlassian Services team holds ITIL4 Foundation and ITIL4 Specialist certifications.
We are among 30 companies worldwide recognized by Atlassian as ITSM experts.

ITSM structure optimization

Improve processes through coordinated incident and request management practices such as ticket routing.
Make changes manageable with version control features and more.

Incident and request management

Discover new ways of coordinating IT and support requests.

Employ robust features such as customizable workflows, automated ticket routing, SLA tracking, and collaboration tools (real-time chats, comments on tickets, and joint documentation editing).

This will ensure strong response mechanisms with faster reaction and resolution.

Configuration and change management

Make your processes traceable and accessible at every stage.

We will provide adaptability and disruption-free work with version control, automated approvals, and impact analysis.

This will ensure every change is systematically tracked, evaluated, and implemented with minimal disruption to IT operations.

Asset management

We will get your company IT assets linked and under control for increased operational efficiency.

You can count on top asset management capabilities with Jira Service Management’s Assets, test scans for verification, and data integration to ensure smooth cooperation.

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Self-service and performance measurement

Improve self-service capabilities and user satisfaction through intuitive knowledge bases and automated workflows.
Take advantage of aggregated data and transparent systems to measure IT efficiency.

Self-service knowledge base

Learn how to build an intuitive knowledge base for your users.

Make it compatible with their needs and reduce the number of incoming repetitive requests.

We will provide a centralized repository for technical support articles.

We can set automatic six-month validity check reminders to ensure content relevance.

Automated workflows

We will automate certain activities within your workflows to make ITSM processes smoother and more efficient.

This includes automated reporting, escalation of unresolved incidents, or detection of anomalies and security threats.

If you decide to apply SLAs/OLAs, we can automate rules for their monitoring and execution.

Setting up metrics

Find out how to access and extract data about response/resolution times, FCR rates, and ticket backlog categorized into services, products, projects, teams, and more.

Gather information about SLA/OLA compliance, request resolution, and customer satisfaction.

Dynamic reporting

We will prepare reporting tools that will maximize transparency and insights.

You will get real-time reporting dashboards that show granular data on projects, teams, request types, and other critical factors.

We will configure these dashboards (setting, layouts, displayed content) to suit your business needs such as tracking KPIs.

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What our clients say

metlife testimonial logo
Jira Service Management implementation was s a big change, and it was hard to adapt to. We were used to previous solutions, however uncomfortable had they been. But the migration proved right shortly after, and now we’re sure it leads us in the right direction. We see this change as a big plus – thank you, Deviniti, for your help!
Joanna Czochara
Computer Support Supervisor

What else can you get after ITSM implementation?

Take advantage of complimentary services that will take your ITSM to the next level.

Continuous Improvement

We can assess your processes regularly, identify areas for enhancement, and make iterative improvements over time.

This contributes to the overall efficiency of incident handling.

Change Management support

We can assist you in managing related organizational changes.

This may involve developing change management plans, facilitating stakeholder communication, and addressing resistance to change with evidence of business benefits.

License management

We can provide support in your managing of ITSM tool licenses.

This may include contract negotiation, and ongoing license management to ensure that your needs are met effectively.

User and administrator training

We will provide training sessions for both end users and administrators.

This is to ensure they have the necessary skills to use your new ITSM solution.

Technical support

You can either opt for post-implementation support or ongoing support.

Get it to address any issues that may arise after the implementation.

You can also decide on an ongoing service through a separate agreement.

Then you will receive continuous assistance and maintenance as needed.

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Why choose Deviniti for your ITSM Implementation?

Enjoy our expertise backed up by certificates, dedicated contact people, vast ITSM tool customization options, and more.

Cross-domain expertise

Our team has cross-domain product, technical, and business process expertise.

It is proven by ITIL4 and ACP certifications.

Dedicated contact person

You will get a dedicated expert throughout the entire project tenure.

They will coordinate all implementation activities and remain your contact person.

Tailored solution design

We often present multiple ways to design a solution.

Then you can assess which one is the most optimal for your team.

Solution and custom app expertise

We’ve been working with Jira Service Management since the product inception in 2013.

We’ve created 6 Atlassian Marketplace apps to enhance the tool’s functionality.

Clear communication

Deviniti can guarantee seamless communication with the project team regardless of your time zone.

Regular meetings and updates on your selected communication platform are our standard.

Fast response

Service projects start within 5 working days upon agreement on the scope.

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Reliable solutions and experience guaranteed

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Book a consultation

We will reply in 24 hours with detailed information. Our expert will invite you for a meeting (or e-mail you) to determine the exact scope of your needs.

Call our consultant

Consultant image

Sara Binerowska

Senior Account Executive | Atlassian Services

Our consultant is at your disposal from 9 AM to 5 PM CET working days from Monday to Friday for any additional questions.


Let’s answer your ITSM questions

  • Is Jira an ITSM tool?

    There are plenty of Atlassian tools that can be used to support ITSM practices. Jira Service Management is one of them and can be seamlessly integrated with them. It is designed to help IT service desks and IT teams manage and resolve incidents, handle service requests, and implement ITIL best practices. It includes a customer portal for self-service. Furthermore, JSM also covers SLA management, knowledge base, asset management, reporting, and much more. Jira is the perfect starting point for any company looking to implement ITSM processes. With its robust integration and app capabilities, it can effortlessly create a comprehensive environment tailored to your specific needs.

  • Is Jira suitable for ESM practises? 

    Yes, Jira can be suitable for Enterprise Service Management (ESM) practices. Despite its popularity in software development and IT teams, Jira’s flexibility and customization make it adaptable to a variety of business functions, including ESM. What is more Jira products cover the whole range of various use cases for tech and non-tech teams. The goal here is to help them cooperate on one comprehensive platform making daily work seamless.

  • How to improve the ITSM process?

    If you already rely on ITSM solutions and looking for a way to elevate results, the Deviniti team can help! We can provide you with a complex analysis and plan the next steps. We will provide assistance for each of them.

  • Is ITSM suitable for DevOps team?

    Yes, IT Service Management (ITSM) practices can be suitable for DevOps teams. A structured approach to service delivery, incident management, change management, and other IT processes complements DevOps’ emphasis on collaboration, automation, and agility in software development and IT operations.

  • ITSM vs ITIL – what is the difference?

    In essence, ITSM is a broader concept of the management, while ITIL is a specific best practice framework within ITSM.