How to Adapt Your Service Desk for Enterprise: Strategies for Scaling Jira Service Management

As organizations grow, the complexity and scale of managing service desks increase significantly. In our recent webinar, we delved into how to adapt Jira Service Management (JSM) for enterprise environments, focusing on practical strategies to enhance efficiency, streamline processes, and deliver exceptional customer support at scale. Here’s a recap of the key insights.

Introduction: The Power of Jira Service Management in Enterprise

Jira Service Management is a powerful tool designed to empower teams to deliver high-velocity service while ensuring visibility and smooth workflows across development, IT, and business teams. JSM supports a range of service management practices, including service requests, incident management, and asset management.

However, as organizations expand, so does the need to customize and optimize service desks to handle a larger volume of requests, maintain a clear structure, and ensure efficient customer service. This is where tailored solutions and strategic approaches become crucial.

Key features make it indispensable for large organizations

Service Request Management allows the creation of customizable portals and multiple help centers, enabling employees to access support quickly and teams to streamline work. Knowledge Management, integrated with Confluence, empowers self-service by surfacing relevant articles to deflect requests, reducing service team workloads.

The Customizable Form Builder lets enterprises create dynamic, no-code forms tailored to specific needs, with over 300 pre-built templates and the ability to leverage Atlassian Intelligence for rapid form creation. Delegated Administration Permissions enhance autonomy by allowing project owners to manage their environments while maintaining organizational control.

Conversational Ticketing integrates with tools like Slack and Microsoft Teams, ensuring seamless communication between employees and service teams. Finally, Asset and Configuration Management, exclusive to premium and enterprise customers, helps manage critical resources, supported by Atlassian Intelligence.

1. Controlling Visibility and Access: Tailoring Request Types

Managing visibility and access to different request types is essential in a large-scale service desk environment. By strategically controlling who can see and submit certain requests, organizations can streamline workflows, reduce errors, and prevent confusion.

Atlassian has recently introduced a feature in Jira Cloud that allows you to restrict request types to specific users or groups. This is particularly useful for requests that should only be accessible to certain departments, such as HR or legal teams. 

For those using Jira Data Center, similar functionality can be achieved through our Feature Bundle app, which allows more granular control, including restrictions based on Jira groups, roles, or even time-based conditions.

2. Enhancing Customer Interaction: Reducing Redundant Questions

A common challenge in service desks is the time agents spend answering repetitive questions due to limited information available in the native request details view. Enhancing the detail and transparency of information shared with customers can drastically reduce these redundant interactions.

Feature Bundle app provides several features to address this issue:

- Additional Fields: Display more information directly on the request details view, such as linked issues, subtasks, and key field values like assignee and due date. This gives customers a broader context and reduces the need for follow-up questions.

- Request Steps: Show the current status and progress of a ticket, dynamically updating as the ticket moves through various stages. This reduces the back-and-forth communication between customers and agents.

- Incident Banners: Communicate ongoing incidents directly on the customer portal, preventing duplicate tickets and keeping customers informed about issues in real-time.

3. Adapting Configuration for Scale: Preparing for Ticket Floods

As your organization scales, so does the volume of requests. Efficiently managing a high influx of tickets, especially duplicates, is critical to maintaining a well-organized service desk.

The Issue Merger for Jira app is designed to address this challenge. It consolidates duplicate tickets, allowing you to manage them as a single issue. This not only declutters your queue but also enables you to perform bulk actions like adding comments or changing statuses across merged tickets, saving time and ensuring consistent communication.

4. Empowering Customers: Self-Service and Automation

Empowering customers to manage certain actions themselves is a key strategy for optimizing workflows in an enterprise setting. By shifting left—moving request fulfillment closer to the customer—you can reduce the workload on agents and improve overall efficiency.

WithFeature Bundle, customers can:

- Edit Requests: Allowing customers to update their requests ensures that the information is accurate and reduces the need for agents to seek clarification.

- Escalate Tickets: Customers can escalate issues themselves, ensuring that urgent problems receive prompt attention without waiting for agent intervention

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- Close Tickets: Customers can close tickets when issues are resolved, providing a reason for closure, which helps in gathering feedback and avoiding unnecessary follow-ups.

Conclusion: Continuous Improvement for Enterprise Service Desks

Adapting your service desk for an enterprise environment requires continuous improvement and the right tools. You can scale your service desk efficiently while maintaining high customer service standards by controlling visibility, enhancing customer interactions, managing ticket volume, and empowering self-service.

Our apps, Feature Bundle and Issue Merger are specifically designed to help you achieve this level of sophistication. Ask your admin for a free trial. 

If you’d like to explore how these solutions can be tailored to your organization’s needs, book a meeting with us. 

PS This article was written based on a live webinar. If you prefer listing to reading, click 👉here👈