Gain automated insights for Jira Service Management and deliver extraordinary end-user experiences.
Graphically visualize each stage that a ticket, incident, or a task passes through, and identify stages that hold-up the ticket queue. Come up with strategies to resolve bottlenecks and use scenario planning to select the best possible strategies.
Implementing self-service is the first step. Discover what makes customers truly happy. Find out areas where end users require agents' assistance, and discover other areas where self-service can be successful. Stop guessing, and use data to understand what your customers really need.
Evaluate the performance of technical teams based on how the workload is distributed among teams for various projects, changes, and tasks. Identify ad hoc work items, planned work items, demanding end users, and areas where agents spend the most time to plan workload effectively.
Create multi-stage, insightful alertswith information on elapsed time, request categories, priority, impact, and team workloadto notify you when tickets are about to violate SLAs. This way, you can resolve requests based on criticality and never have to miss SLAs again.
Don't let your team wonder what's happening in IT. Empower agents, managers, heads of units, and CXOs to visualize all service processes. Create role-, process-, and function-based dashboards to create visibility and eliminate guess work.
Deliver exceptional services across the organization; not just in IT. Discover techniques, processes, and ideas that work well for IT service management, and implement them across HR, legal, finance, facilities, infrastructure support, and other departments.