Atlassian targets ITSM with new additions to Jira Service Management
Atlassian seeks to double down on its imaginative and prescient for IT service administration with options to assist devops, IT, help and enterprise groups work collectively in a extra seamless means.
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Atlassian Thursday unveiled a slew of recent options for Jira Service Management—its IT service administration (ITSM) providing—offering help and improvement groups with new automation capabilities, digital agent know-how and on-the-go incident response.
Speaking forward of the corporate’s annual High-Velocity ITSM occasion in London on December 8, Jira Service Management product supervisor Shihab Hamid stated that Atlassian—which has acquired six firms within the final 4 years to “beef up” its product portfolio—was trying to bridge gaps amongst devops, IT operations, tech help and enterprise groups.
Hamid stated that because the firm first set out its imaginative and prescient in 2020 to resume its give attention to ITSM with the launch of Jira Service Management, the world of labor has develop into a really totally different place.
“There’s a lot more remote work and a lot more teams wanting autonomy to basically build the workflows and systems that they need to quickly iterate and deliver value,” he stated.
Referencing Gartner’s 2022 ITSM Buyer’s Guide, Hamid stated that it’s estimated that 80% of companies are overspending on their ITSM platform subscriptions, by about half of the contract worth. Additionally, lots of firms are shopping for capabilities they by no means get to make use of as a result of as soon as they’ve accomplished their preliminary deployment, they run out of price range for sources that will allow them to totally make the most of the performance.
“At Forrester, we continue to see the cost pressures within organizations related to ITSM platforms,” stated Julie Mohr, senior analyst at Forrester. “While the platforms continue to expand in capabilities, covering more enterprise knowledge work – licensing, maintenance, support, and professional service costs continue to increase, any clients have begun to look for ways to reduce dependencies – not from a functionality perspective but solely based on cost.”
For Hamid, he stated that at this time’s bulletins assist Atlassian to place itself as “the suitable sized ITSM resolution that truly solves the important thing issues, for a worth that is sensible.”
Bringing Dev and Ops groups collectively
The first set of recent capabilities introduced by Atlassian are centered on bringing software program improvement groups nearer along with their IT operations counterparts. The firm needs to provide groups the autonomy to write down code, make deployments however on the identical time, be capable to introduce a risk-free change to the setting and likewise cope with incidents when issues go unsuitable, Hamid stated.
“Wherever employees are, we want to be there so that they can ask for help,” Hamid stated. “Whether that’s Slack, email, or a Jira ticket, employees can choose the option that’s closest and nearest to them and Jira Service Management will function in the background.”
This performance is on the market within the type of Atlassian’s chat function, often known as conversational ticketing, which allows staff to provoke a help request immediately from a channel in collaboration instruments like Slack or Microsoft Teams. Support brokers can then reply to or take motion on that request from inside Jira Service Management.
On Thursday, Atlassian introduced that Chat shall be obtainable throughout all Jira Service Management plans, together with its free plan, to assist groups of all sizes shortly reply to requests.
For groups that need assistance automating and triaging help requests, Atlassian additionally introduced that from early subsequent yr, it will likely be launching an early entry program for brand spanking new digital agent know-how in Jira Service Management.
“We acquired a company earlier this year called Percept AI that uses machine learning models to learn from the patterns in data and understand a user’s intent, analyze past conversations and help automate and deflect future tickets,” Hamid stated.
Atlassian can also be introducing prebuilt templates for advertising and marketing, finance, and analytics employees, which be a part of an present roster for HR, services, authorized, and customer support templates, enabling enterprise groups to simply construct workflows and deal with several types of requests.
Customers can even have entry to a library of over 300 prebuilt types that use a low-code/no-code type builder, permitting customers to create service request types and workflows, streamline information seize, and allow higher automation.
“Low code/no code capabilities within an ITSM platform make it easier for clients to create workflows that can drive productivity and eliminate unnecessary steps and process delays,” stated Mohr. “Combining this capability with templates that customers can use out of the box creates a win-win for IT and the enterprise.”
However, Mohr cautioned that purchasers would wish to optimize workflows – not simply modify a template to mirror how processes are accomplished at this time.
“But when combined with optimization efforts, the new capabilities should make adoption happen more quickly with better results,” she stated.
Making it simpler for groups to work collectively
In addition to the capabilities that help software program improvement groups, Atlassian can also be introducing a number of new options designed to make it simpler for groups to work collectively seamlessly and supply them with larger autonomy over issues like incident response.
A brand new incident response on-the-go function permits groups to obtain cell gadget alerts, edit on-call schedules, escalate main incidents, and replace groups on timelines, all by way of cell gadget.
“Incident response on-the-go is something that we strongly believe in and so we’ve got a lot of new capabilities to handle mobile device alerts, edit on call schedules, and deal with major escalations,” Hamid stated.
The firm can also be introducing new automation capabilities for change requests and superior approvals, permitting groups to get much more granular in regards to the approval course of, akin to excluding sure folks from the approval course of, or organising particular guidelines for multigroup approvals. Atlassian has additionally expanded integrations with third-party programs and functions to permit for automated change requests with GitHub and GitLab, to additional streamline deployments.
Furthermore, Atlassian is providing data-residency controls for AU, EU, US and Germany inside Jira Service Management throughout core options together with Opsgenie, Assets, and Forms, with its roadmap for supported areas sooner or later together with the UK, Japan, France, and Canada. The controls permit Jira customers to specify the place user-generated content material ought to reside. Additionally, Jira Service Management Cloud is on track to be compliant with HIPPA by the top of the yr.
The final announcement made on the occasion comes within the type of Atlassian’s new buyer incentive program, which can goal each small and huge groups.
“For small teams, we’re going to enable customers to sign up to the standard plan of Jira Service Management and get 10 agents for free for 12 months,” Hamid stated, explaining that it will allow lots of firms to get began with ITSM with out having to cope with large upfront prices.
Currently, Atlassian’s free plan solely contains three brokers.
“For customers on the larger end of the spectrum, those that have more than 200 agents, we’re offering a 30% discount on the first year of a three-year contract. That’s applicable to both secure service management cloud and data center,” he stated.
Mohr stated that Atlassian has listened to its clients and the market and positioned themselves to offer choices for small groups without charge, giving value breaks for newer clients and offering new performance without charge.
“We think this will resonate with those customers who are hitting the budgetary limits yet still want a full-featured ITSM solution, especially when there are signs of economic uncertainty, as we are seeing in the current economy,” she stated.