IT Service Management (ITSM) implementation

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.

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).

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.

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.

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.

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.