ND SEEC IT Atlassian Service Management Ticket SaaS Program

This project was a work project that dealt with the deployment of Jira Atlassian IT Service Management Software-as-a-Service (SaaS) for internal ND SEEC employees to utilize to create, manage, and raise IT requests to the ND SEEC IT department. This ITSM was planned, designed, tested, and deployed to address concerns of past IT issues that were left unresolved and forgotten with no paper-trails throughout the organization.

Solution

After reviewing several IT Service Management (ITSM) software between Zendesk, Solarwind and Jira Atlassian, we have decided to go with Atlassian Jira Service Management Solution since we have only one IT personnel managing the IT department for a small non-profit organization. The ITSM solution provides internal employees a help-center to search for meaningful and detailed easy to understand tutorial and troubleshooting articles to help resolve issues on their own. If the issue doesn’t match or more complex than the current listed articles in the Confluence Jira database, the internal employees can raise a ticket for further investigation and IT support through their own profiles.

Capabilities:
  1. Ability to handle thousands of customer ticket requests.
  2. Ability to route the proper ticket raised to proper ticket queues to ensure that the issues are resolved properly and with timely manner.
  3. Ability to perform automate approval workflows throughout the application to ensure business and IT are on the same page.
  4. Ability to document system change and outages without having to have manual and messy processes.
  5. Ability to create multiple avenues of contact for customer to reach via email, webchat, and help center.
  6. Ability to quickly automate ITSM processes through Appfire Jira Query Language (JQL) and Jira CLI Scripts.

Development

This took a good couple weeks to plan, design, test, and deployed the Jira Atlassian ITSM package for the internal team to utilize and create tickets within their own Jira Customer profile accounts. The planning consisted of reviewing the business needs, the cost, the numbers of IT personnel using the ITSM service desk, and the expandability of the ITSM as the non-profit continues to grow.

Conclusions

This IT Service Management Ticketing system reduces the confusion and time to get the IT related issues resolved in a timely and well-documented manner throughout the organization.