Jira Service Desk – The perfect solution for Service Management

June 30, 2020

At Know Business we see an increasing demand for Jira Service Desk. While some requests have been from businesses in the IT sector or divisions within larger organisations, other enquiries have been from security, communications and education providers. So broadening out from the standard IT Service Management (ITSM) box some might mean placing such tools.

Would a service desk help you?

A service desk provides a portal to your team, getting requests for help and support in a way that suits your business. By driving support requests online, you obtain requests in a structured manner, reducing further requests for more information. Although you can take requests over the phone and record them in the service desk system yourself, receiving questions via email is also popular. Email helps get contact information, such as email addresses, straight away—no more lost requests, for example.

Education example

Record numbers of schools are marketing and attracting students to enrol for next year. The current year has been impacted by learning from home. The standard approach of receiving emails and then responding to each one is time consuming and tedious work. With Jira Service Desk and a Confluence knowledge base, parents, careers and students can enter their requests online. Before applying, the system will provide suggested knowledge base documents to provide ‘self-help’. This means the requester can get an immediate answer, and the school doesn’t have to allocate time and resources to respond. Having a self-help knowledge base means the school can concentrate on those non-standard questions that might need a personal touch.

Ongoing Benefits Of Using A Service Desk

A reference tracks requests; the requester receives an email and knows that their claim is managed. As an additional benefit, regular analyses of submitted questions or complaints result in creating new knowledge base documents, further reducing demands on staff to maintain service desk requests.

What is the cost?

Atlassian is providing a free plan in their Cloud environment (hosted by Atlassian) for three agents and an optional internal knowledge base. You can also pay for a one year on server license, USD11 for Jira Service Desk and USD11 for Confluence. It is a very cheap way to get started and grow as required. So fill your boots and try for yourself!

For larger teams and those that want help, Know Business can provide various services to help. Read about those services here.

David Ritchie
June 30, 2020
Agile, SDLC, Program Management, ITIL/Service Desk Support / Jira, Confluence, Atlassian Toolset, Bitbucket, Atlassian Dev Ops. Solutions include PPM, Compliance and Risk Management, HR, CRM and general business process support.
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Know Business works with teams to deliver. That team could be small, from seven people to a large program of three hundred people. 
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