ITSM Services

Unlock limitless possibilities for your IT activities with Deviniti's ITSM Services! Feeling like IT, Support and Development are from different galaxies? Let's bring them back together! With ITSM Services provided by Deviniti, working together on tickets, incidents, and many more will be provided on one platform. Cooperation will be easier than ever.

Problems

What challenges your company faces without ITSM services


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Lack of process efficiency

Your IT crew may encounter inefficient processes and workflows. It might be rough to prove teams’ efficiency while many KPIs are incomprehensible to other employees. In addition, inefficiencies in processes can create significant security risks for sensitive data. It poses a major threat to a company’s reputation and credibility. The shortage of standardized procedures and tools can lead to time-consuming and error-prone manual work. This situation may reduce productivity and slow development cycles.

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Limited incident and problem management

Challenges in handling incidents and addressing problems effectively are very common issues. Without a structured incident management process, troubleshooting and resolving issues can become ad-hoc and reckless. The situation can cause the IT staff to work overtime, including weekends, which might negatively impact team morale and increase employee turnover. This may lead to increased downtime and user frustration.

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Communication and collaboration issues

IT and developers may struggle with poor communication and collaboration with other teams. Tracking and managing service requests, sharing knowledge, and coordinating efforts without one unified platform is a hard job. It may lead to miscommunication. Thus it is very easy to duplicate efforts and make project statuses vague.

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Inadequate service catalog and request management

Every IT department should have a well-defined service catalog and request management system. Its lack can make it challenging for service desk agents to receive and prioritize service requests, delay responsiveness to user requests, and impact overall customer satisfaction.

Solution

Manage your portfolio with Deviniti’s ITSM Services


  • ITIL Service Lifecycle Stages with Deviniti's ITSM Services

    ITSM Services

    The lack of well-structured processes or improper implementation of them may lead to various discrepancies and problems within the organization. These might influence the company’s market position and its image.

    The cure to problems that often arise between IT, Support, Development, and Operations are ITSM (Information Technology Service Management) frameworks. Thanks to such practices, you can control ITIL workflows: service request management, incident management, and many more.

  • Two astronauts walking, one has a briefcase

    Deviniti Support

    The Deviniti team can help you with the implementation, and maintenance of ITSM services in your company. We can assess your requirements and provide solutions and resources that align with them.
    Try ITSM enriched with a dose of the knowledge and experience of Deviniti experts. Usually, we choose Jira Service Management as a go-to tool to start with ITSM practices. It guarantees the fulfillment of all ITIL (Information Technology Infrastructure Library) needs and support in the ESM (Enterprise Service Management) process. Don’t wait – start exploring the universe of ITSM management with us!

Clients confirming the quality of our work


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Profits

Support ITIL processes with Atlassian tools and Deviniti’s ITSM Services

1
Service Management
Manage Service Requests
Jira Service Management provides a service request portal where users can submit various IT services requests. It streamlines the fulfillment process, enables self-service options, and ensures efficient processing as well as tracking requests.
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2
Service Design
Change management
JSM (Jira Service Management) enables you to control and track changes in your IT environment. This helps teams to plan, and introduce changes while considering potential service impacts and mitigating associated risks.
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3
Service Transition & Operation
Incident management and Problem management
Keep track of incidents in your company’s crucial assets or services and reduce them in a flash. Jira Service Management provides robust incident management capabilities. It enables IT teams to efficiently receive, track, prioritize, and resolve them. Incidents are easily categorized, assigned, and escalated, ensuring timely response and minimizing downtime. Moreover, with JSM, you can manage problem tickets and perform a root cause analysis to identify and resolve underlying issues. There is also a possibility to create a knowledge base thanks to which your company may build a solid repository of crucial files. It allows users to share relevant knowledge with others. 
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4
Continual Service Improvement (CSI)
SLA management and Analysis
Jira allows you to define and manage Service Level Agreements (SLAs). It helps organizations set response and resolution goals, track SLA performance, and ensure service level promises are met. What is more, valuable insights and in-depth reports are at your fingertips. This tool provides the necessary data to view your ITSM processes and performance comprehensively. Moreover, it provides customizable dashboards, pre-built reports, and metrics to monitor key performance indicators, identify trends, and make data-driven decisions. You can also benefit from integrations with other tools and systems, such as GitLab or Trello. There is a long list of dedicated Jira apps available, too. JSM enables transparent data exchange and collaboration between different teams within the ITSM process. Jira provides automation features that streamline repetitive tasks, reduce manual work, and thus ensure consistency.
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Learn more about ITSM solutions and tools!

Check how Deviniti can help you transform and optimize your IT department

Process

How do we work?

We strive to establish a good relationship with our clients and treat their development projects as our own to provide only the best quality.

Work with us!

Our expert team can help you with implementing ITSM processes in your company or support you with scaling up your activities. We are here to adjust the solution for your company and solve your teams’ pain points. You can join us at any phase of the below process. If you want to discuss your needs and receive an offer, we will go through every step. But if you need access, implementation, or support (all or any of them), we can skip to the suitable step and collaborate from this place. Moreover, we provide you with ongoing support and maintenance to ensure convenient and efficient usage. In Deviniti, we like reaching to the stars, so we stay with clients as long as they need to achieve their goals.

Step by Step

How does the process look?


  • Step icon

    Step 1

    Contact us

    Contact us

    Let us know if you are interested in ITSM. We’ll call you back to discuss your needs and all of the important details.

    Let us know if you are interested in ITSM. We’ll call you back to discuss your needs and all of the important details.

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    Step 2

    Analysis

    Analysis

    We conduct a deep analysis and audit of your needs and company. You will also receive a proper recommendation according to your company’s state.

    We conduct a deep analysis and audit of your needs and company. You will also receive a proper recommendation according to your company’s state.

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    Step 3

    Specification

    Specification

    Once you choose to continue working with us, we will provide you with a portfolio of your services and processes, as well as a customized growth plan and a pre-made configuration strategy.

    Once you choose to continue working with us, we will provide you with a portfolio of your services and processes, as well as a customized growth plan and a pre-made configuration strategy.

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    Step 4

    Implementation

    Implementation

    Now is the time for the crucial part. Our experts will implement the solution. Depending on the complexity of the configuration or the pre-made plan”, both you and our Team Experts are going to decide about iteration volume and priority of requirement rollout.

    Now is the time for the crucial part. Our experts will implement the solution. Depending on the complexity of the configuration or the pre-made plan”, both you and our Team Experts are going to decide about iteration volume and priority of requirement rollout.

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    Step 5

    Training and support

    Training and support

    Don’t worry, we won’t leave you alone with your new tool. You are provided with professional training and further support. We stay with you and assist with instances development as long as you need.

    Don’t worry, we won’t leave you alone with your new tool. You are provided with professional training and further support. We stay with you and assist with instances development as long as you need.

Discover the benefits of ITSM Support by Deviniti!

Find out how we can support your IT department in achieving operational excellence

Why should you trust Deviniti?


We have been delivering Atlassian products for almost 20 years. Over this time our teams have gained valuable experience and honed their skills during numerous trainings. Our efforts have been recognized by the Atlassian by awarding us with the ITSM Specialized badge as the only Partner in Central and Eastern Europe. What is more, we have created the Jira-Statuspage native integration. We know Atlassian tools inside and out which makes us one of the leading Partners in the ITSM area. 
21
ITSM projects finished within the last year
18000+
Jira Service Management customers using our apps
over 30%
of our Atlassian Services team passed ITIL4 Foundation Certification exam, and many are on their way to do so
over 10%
of our Atlassian Services team got ITIL4 Specialist Certification, and many are currently in the process

Discover our ITSM guide!

Get our free e-book and find out how to revolutionize your IT department

testimonials

They value our work

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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

You can trust us

Get in touch

Let’s talk about your IT department


Leave us a message

Contact our consultant

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Michał Żurkowski

Head of Sales | Atlassian

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

FAQ

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.