Deviniti in collaboration with Atlassian presents

Deviniti ITSM Solution

Our experience has shown that there are two groups of customers. The first group prefers bespoke implementations due to the clarity of their ITSM vision or uniqueness of their IT operations. The second group would instead rely on tried-and-tested off-the-shelf solutions recommended and preconfigured by an Atlassian Partner based on their experience, and receive a standardized training and best practices.

Deviniti's ITSM solution is addressed to the second group. Our numerous ITSM implementations have enabled us to identify ITSM patterns. These allowed us to create a standardized and complete ITSM solution based on a composition of Atlassian tools spiced up with Atlassian Marketplace Apps. If you value frictionless implementations and would like to rely on our ITSM experience, then you are in the right place.

Offering

Starter Pack

Advanced Package

Enterprise Solution

Starter Pack

ITIL Processess

Incident Management
Problem Management
Service Request with Approval
Change Management
Basic Escalation Process

Customer Portal
Basic Service Desk

Advanced Package

Knowledge Base integrated with the Customer Portal
Enablement of the customer portal look-and-feel adjustments
Improvements regarding the work of agents providing IT Services
Advanced notification configuration possibilities

+ Everything included in the Deviniti ITSM Starter Pack

Enterprise Solution

Asset Management and Configuration Management (CMDB)
Automated asset directory creation and updates
Time tracking and Reporting
Advanced Incident Management integrated with Monitoring Systems
Automatic issue assignment, roosters and escalations
Sharing service status with end-users live

+ Everything included in the Deviniti ITSM Advanced Package

With the Deviniti ITSM solution you will receive:

Implementation of an ITIL-ready preconfigured Jira Service Desk installation containing all ITIL processes (and more)
Training and onbooarding covering

How to carry out day-to-day work within the implemented ITSM solution
How to administer the environment on your own

An support agreement including

Our experts always on alert and taking care of your environment by

Resolving issues
Preventing downtime
Performing root cause analysis

Providing on-demand consulting, configuration, upgrades, development and scripting services

Products that we have used

Jira Service Desk
Confluence
Extension for Jira Service Desk
My Requests Extension for Jira Service Desk
Theme Extension for Jira Service Desk
Queues for Jira Service Desk
Insight & Insight Discovery
Email this issue
Tempo Timesheets
OpsGenie
StatusPage

Implementation approach

Contact us
Get on a discovery session with us
Receive the quotation from Deviniti
Send a purchase order to Deviniti
Prepare an environment according to our guidelines
Provide us with remote access to your environment (if needed)
Deviniti installs the solution
Deviniti provides the training for users, agents, and administrators
Deviniti supports your environment (optional)

More about ITSM services

Our experience in ITSM consists of implementing:

IT service desks
ITIL processes such as incident, problem, service request, access management, etc.
Asset management
Configuration management databases
Knowledge bases
Self-service methods for external and internal customers
Approval processes
Service-level agreements (SLAs) and operational-level agreements (OLAs)

We also implement service desks for departments offering strictly business-related services, e.g., human resources, accounting, legal, compliance, finance, collections, etc.