2018
16
April

Jira’s Pre-configured Workflows vs. the Definition of Done

I frequently get asked: What’s the difference between resolved and complete? Why do I have more than one version of “Done”? On my workflows (when I’m running a team) I usually remove the Resolved status. I prefer to make sure

Tagged with: , , , , — Posted in Atlassian
2017
01
November

Jira Service Desk brings support agents and DevOps together

If you support customers in any capacity, you need a service desk solution. Your customer support team needs a good tool for creating and tracking tickets, guaranteeing SLAs are met and overall customer satisfaction and retention. As you are comparing

Tagged with: , , , , , — Posted in Atlassian
2017
21
June

Your service desk should also be an introvert

Many times when organizations consider service desk options, they focus on external user impact and functionality. While external functionality is important, considerations for internal users should carry equal weight. By internal users, I don’t mean the agents answering inbound calls

Tagged with: , , , — Posted in Atlassian
2016
05
April

Jira Service Desk + ITSM = <3

 Jira Service Desk – ITSM Your Way  Did you know that Jira Service Desk has built-in workflows now that address some ITSM concepts? A quick tip: YOUR vision/version of ITSM is probably different than everyone else, so please don’t feel like you

Tagged with: , , , , , , , , — Posted in Atlassian