Asset Managementwith Jira Service Desk

and Insight

Many IT teams use Jira Service Desk along with Riada’s Insight to gain control of their assets and take their service to the next level.

Available for Jira Service Desk Server, Data Center, and Cloud, Insight is a powerful IT service and asset management solution. It provides flexible asset structures, includes a highly customizable CMDB, and offers seamless automation processes and advanced, real-time reporting.

Tailored to support Information Technology Infrastructure Library (ITIL), Jira Service Desk and Insight enable IT teams to increase efficiency, reduce costs, and improve customer satisfaction. The solution serves as a foundation for strong ITSM strategy, empowering teams to improve their delivery of core ITIL processes including service request, change, and incident management.

Service Request

Use custom filters and automation triggers, and link corresponding assets to requests to provide a single source of truth for an organization’s operations.

Change Management

Organize assets and link them to change requests to instantly visualize and assess the impact of those changes.

Incident Management

Maintain detailed information about an asset in a request - including the ability to see dependencies - to reduce the time it takes to resolve incidents.

We asked Riada to draw on their experience as an Atlassian Solution Partner and asset management solution provider to share their ITSM strategy advice. They also provide tips for building an ITSM strategy, an overview of their product, and examples of how customers found success with Jira Service Desk and Insight.

Bring context into service management with Jira Service Desk and Insight

6 tips for building your ITSM strategy

With a strategic, efficient approach to ITSM, your organization can avoid recurring service issues and deliver an outstanding customer experience. Below are our top tips for building a long-term roadmap.

1. Secure stakeholder buy-in

Communicating about your strategy goes a long way in securing support. Make sure to loop other teams into your ITSM project plans - IT operations to discuss things like roles, ecosystem structure and workflows; business teams to show how IT supports their priorities; and management, to demonstrate how your work will drive value.

2. Build a bulletproof CMDB

One of the most important building blocks in your ITSM roadmap is the creation and management of your CMDB. With that in place, you’ll have a starting point to build out and refine the rest of your ITSM processes. To avoid overloading your CMDB, be selective when importing or adding assets – start small, deploy changes in stages, and prioritize tasks based on global needs.

Creating a bulletproof CMDB also means you need to establish organizational standards for asset discovery and data accuracy to ensure that it gets updated regularly.

3. Follow ITIL best practices

Your organization should consider adopting best practice models for ITSM, the best-known of which is the Information Technology Infrastructure Library (ITIL). Your organization’s problem management, incident management, and change management practices - three widely-used strategic ITIL frameworks - can help inform your initial CMDB structure with details on things like what asset dependencies link together and what team is responsible for different kinds of service tickets.

Even if your team has already implemented ITIL processes, it’s always a good idea to revisit these standards and assess how your team can continue to improve. Make sure your practices are measurable so you can adjust and continue to progress.

4. Build an extensive service catalogue

A robust ITSM roadmap should include an exhaustive service catalog. Your service catalog should not only define your IT services, but also map them to your business processes. Connecting other departments to your IT team’s current slate of projects and ticket backlog will enhance overall organizational communication while minimizing workflow inefficiencies.

In addition, creating a service catalog showcases the value that your IT services bring to the table every day.

5. Monitor results and make changes methodically

Building a comprehensive ITSM strategy and a CMDB to match takes time. It’s important to monitor results, so you can be methodical when you need to alter plans. This starts and ends with data. The intel you gather, including how efficiently you respond and how satisfied customers are, will serve as your guide to figuring out what’s working well and what isn’t.

We suggest taking an agile approach to making changes. Make small improvements frequently, rather than huge updates that could break your system.

6. Enable collaboration through software

Crafting an ITSM strategy entails more than just plugging technical holes within your IT platform of choice. It demands focus, hard work, and sound decision-making. Fostering an inclusive, collaborative environment through the right tools is a big part of creating successful long-term strategy.

Setting up a system that provides a single source of truth will offer transparent information, and encourage inter-departmental collaboration between teams. And, reducing time spent sifting through a huge service ticket backlog or dealing with internal miscommunication will only increase service quality.

Underpin your ITSM with custom asset and service inventories

Insight: powerful asset management for Jira Service Desk

Provide context into your ITSM practice by mapping your service catalogs and all the assets that matter to your business, including hardware, software, people, facilities, and much more.

Insight allows you to build a CMDB and other databases containing all your IT and

non-IT assets. Completely customize your asset structures and host an unlimited number of items. Leverage unlimited attributes to capture any kind of information about your assets and their dependencies.

Insight empowers you to build a complete view of your infrastructure, which provides all the context you need for your ITSM operations.

Insight is a powerful IT service and asset management solution for Jira Service Desk that enables you to create flexible asset structures, includes a highly customizable CMDB, and offers a seamless automation process, and advanced real-time reporting.

Launch your ITSM practice in seconds with templates

Hit the ground running with a turnkey ITSM practice built in your Jira instance.

It can be daunting to set up a solid CMDB that syncs with your Jira environment, and is the foundation for seamless ITSM operations.

Let templates do the heavy lifting. They configure a complete CMDB with sample data in a new Jira Service Desk project that is already equipped with workflow automation.

Templates empower you to get your ITSM project off the ground in a few clicks—giving you a sandbox to play in or a foundation to build on.

Insight: powerful asset management for Jira Service Desk

Slash resolution time with instant diagnostics

Make information readily available and recover time for agents spending up to 70% of resolution time on investigation and diagnostics.

Allow users to offer context while creating requests and deploy powerful custom fields in Jira issues that provide all the contextual information needed to investigate causes quickly.

Navigate smoothly between asset dependencies using a graphical view, which is also available directly from issues and allows you to assess impact at a glance and devise appropriate solutions.

Dramatically slash resolution time by providing agents with all the information they need to resolve issues effectively.

Insight: powerful asset management for Jira Service Desk

Boost operational efficiency with powerful automation tools

Let the system do the work for you by automating all sorts of repetitive tasks with automation rules and post functions.

Drive efficiency with automated actions that follow conditional rules. When an asset meets certain criteria, you can update an asset, create issues, send email notifications and execute a script or an HTTP request. Rules can be tailored to your needs using the Insight Query Language.

Use post functions to trigger automatic actions that follow Jira workflows. For instance, automatically assign the issue to a service owner upon confirmation.

Leverage powerful automation tools to further slash down resolution time and boost operational efficiency.

Insight: powerful asset management for Jira Service Desk

Build a single source of truth with free integrations

Ensure your ITSM practice can scale with a single source of truth that always provides an accurate, realtime picture of your infrastructure.

Leverage a wide range of free integrations to sync with industry-leading tools such as AWS, Google Cloud, Azure, Jamf, and SCCM. You can also migrate from and connect with third-party applications like ServiceNow, Device42, Snow, and NVD.

Complete imports in a variety of formats—including CSV, JSON, LDAP, and database—or even import your Jira users.

Free integrations and import functions allow you to connect all the dots and work with up-to-date information that grows with your business.

Insight: powerful asset management for Jira Service Desk

Unlock insights with reports

Optimize business performance with reports that advise stakeholders on how to refine operations.

Insight allows you to create reports on all aspects of your assets. Simply choose the kind of report, data, and display you want to unlock valuable insights in seconds. Share your reports transparently on Jira dashboards or even Confluence.

The infrastructure and reporting needs of every organization are unique. That’s why Insight empowers you to create custom reports that meet your specific needs.

The reporting framework allows you to achieve full transparency and accountability in IT governance and ensure business alignment.

Insight: powerful asset management for Jira Service Desk

Migration made easy with a CMDB foundation

In recent years, veteran software company VMWare decided to shift their focus to becoming one of the largest private service providers in areas like private cloud, computing, network and security, and more.

To accomplish this, the company needed to migrate five years’ worth of built functionalities in ServiceNow to Jira Service Desk with a full-blown ITILv3 scope - all in just 8 months. The reasons for the switch boiled down to cost-effectiveness, ITSM marketplace evolution and an ease of adoption with developers. The journey began by creating a solid CMDB foundation with Insight.

Since moving to Jira Service Desk, VMWare has a much cleaner system that is easier to use, yields quicker results, boosts productivity and has ultimately increased their customer satisfaction rate. This was due in no small part to the huge scope of their new system, with thousands of tickets processed monthly.

One thing we knew for

sure is that we needed

to start with the CMDB.

[If] we could have the

CMDB in place, we

could probably also

do the rest. Luckily, we

came upon Insight,

which was a killer. It

worked [and] within

a month time, we

already had a pilot in

place with a CMDB,

Service Portal and

Incident Management.”

Dimitar DimitrovManager, Cloud & Productivity

“

How customers achieved success withJira Service Desk and Insight

Seamless collaboration and productivity through enhanced IT governance

I call [Insight] the

brains of our platform.

We were misrouting

tickets on a regular

basis, which means

we were delaying

support. The concept

of support team by

service [with Insight]

has reduced our

misalignment by

almost 80%. This was

paramount to our

deployment.”

The University’s Chief IT Architect

A top U.S. research university embarked on a journey of digital transformation with a daunting starting point - over a hundred decentralized support teams that operated through shared mailboxes and spreadsheets.

As a result, requests were frequently routed to the wrong team. The university knew that they needed to operate with a single, cost-effective system that integrated all their service desks into an efficient, ITIL-compliant environment. The solution to their issues started with Insight.

The app enabled the organization to get a complete service catalogue, asset database (CMDB), customer database and HR database off the ground in Jira Service Desk, giving the university to get a clearer picture of their IT infrastructure.

Insight also enabled a seamless ticket hand-offs between multiple service desks, maintained a harmonious user experience, and ensured that the automatic routing of tickets went to the right teams. Today, the university’s operational approach has reduced the misrouting of requests by

How customers achieved success with Jira Service Desk and Insight

Growth and scalability using a single source of truth

As Europe’s largest FinTech company, Klarna Bank AB provides payment solutions to upwards of 60 million consumers and 100,000 merchants.

This kind of rapid growth comes with unique challenges centered around how to scale their Atlassian tools and grow their organization.

At the heart of their mission was adding context to their operations by using a system that provides accurate, relevant data to both IT and non-IT team members, preferably through automation rules in Jira Service Desk.

Klarna accomplishes this with Insight, an app that delivers functionality like different custom fields that make it possible to sync detailed information from Insight into your Jira tickets. They used Insight to scale both their user and agent experience, with 450 support agents carrying out functions across 35 projects, accounting for about 250,000 out of their 800,000 service tickets.

We have a Jira Service

Desk portal for each

support function, where

reviewing context is the

central element of work.

Insight is the plugin

that provides relational

data right inside the Jira

infrastructure. [Having]

access to additional

information makes

[the agent’s work] very

effective. This is valuable

because the information

is already refined and

easy to digest for the

receiving end.”

Svante Gustafsson Björkegren, Team Lead, Atlassian Tools &Emil Andersson, Engineer

“

How customers achieved success with Jira Service Desk and Insight

Unparalleled inventory management thanks to reporting

Johns Hopkins University’s Peabody Institute Insight success story is a great example of an organization who has integrated what most people think is just a tool for IT professionals, using Insight to manage millions of dollars’ worth of pianos.

The science behind this adoption is simple: When requests are routed to IT teams, they often need more information to successfully resolve issues. This includes knowing which asset the request is about, as well as the details of that asset, along with identifying the specific device, operating system, and more.

JHU was able to map out all their inventory locations, pianos and specifications like manufacturer or finish type. They even manage services like fine-tuning and string replacement, all thanks to Insight. This way, their maintenance crew can visualize all their asset dependencies and easily determine which action to perform on what kind of piano in a given location.

I would’ve never thought

when I purchased the

Insight product that I

was going to build a

piano inventory [but]

it almost becomes an

application development

platform. We can build

out this database with

any set of fields and

relationships that we

want to [...] Using a

tool like Insight has

opened up a world of

possibilities, not just

within the IT group but

also within other groups.”

Theron FeistDirector of IT

“

How customers achieved success with Jira Service Desk and Insight

About Atlassian and Riada

Atlassian unleashes the potential of every team. Our collaboration software helps teams organize, discuss and complete shared work. Teams at more than 112,000 customers, across large and small organizations - including Citigroup, eBay, Coca-Cola, Visa, BMW and NASA - use Atlassian’s project tracking, content creation and sharing, real-time communication and service management products to work better together and deliver quality results on time. Learn more about products including Jira Software, Jira Service Desk, Confluence, Opsgenie, Statuspage, Trello, and Bitbucket at https://atlassian.com.

Riada is the innovative force behind Insight, the best-selling asset management app for Jira Service Desk. It allows you to lay a solid foundation for your services and asset to underpin seamless ITSM practices, slash service ticket resolution, grow and scale your operations, unlock optimization revelations, and much more. Trusted by 50 of the Global 500, Insight is used by more than 2,400 customers in over 90 countries. Learn more about Insight and get started with a free trial today at: www.riada.se.

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