How Atlassian Cloud Enables Organizations to Scale ITSM Practices

Cloud-based ITSM use is rapidly becoming prevalent across several different industries. The global cloud ITSM market is expected to increase with an annual growth rate of 22.3 percent between 2022 and 2030.

Why is this?

Choosing a cloud-based solution for your ITSM strategy can significantly increase the speed of your IT service delivery and save you money by reducing admin costs. But what works for a small organization can quickly fall apart when presented with the challenges of big-scale growth and the impact scaling has on your resources. 

To help you scale successfully, Atlassian Cloud offers features that enable you to extend your ITSM practices across different teams in your enterprise. 

Scaling ITSM with Atlassian Cloud

Atlassian Cloud allows you to scale IT Service Management (ITSM) seamlessly with features that help your organization overcome the barriers and difficulties of introducing new tools, services, and processes.

Uptime 

With ITSM, your entire planning, development, and release processes are grounded in customer satisfaction. If you experience an outage or other downtime, the ITSM goal of serving your customers well isn’t met. Not only is this disappointing and frustrating to your end-user, but it can result in poor business reviews, a loss of customers, and high costs.

As your business grows, your ITSM processes will need to grow with you. Changing your process and the tools can cause downtime. Atlassian Cloud adheres to strict Service Level Agreements (99.90 percent uptime for Premium products and 99.95 percent for Enterprise), which means that your systems will be available nearly 24/7, helping prevent any negative impact on your user experience. 

Security 

Scaling your ITSM practices enables you to consistently — and satisfactorily — meet your customers’ needs. However, rapidly expanding your services and ITSM can have some security risks.

Maintaining secure data access is one challenge your organization can face while scaling. Some strict security measures can be neglected during this transition, making your network vulnerable.

How do you stay on top of these security challenges while scaling your ITSM? 

Atlassian Cloud handles compliance on your behalf, minimizing internal resources spent planning and executing compliance roadmaps and working with auditors. Atlassian Cloud also offers data residency, which enables you to choose where your in-scope product data resides for Jira, JSM, and Confluence. You can choose whether you’d like to host your data in a defined geographic location or globally. Data residency allows you to keep your data secure and meet compliance requirements that accompany highly-regulated industries.

Canadian Data Residency is Here! Learn More in Our FAQ.

Additionally, Atlassian Cloud provides user provisioning and de-provisioning, reducing the risk of information breaches. Based on the principle of least privilege (PoLP), user provisioning and de-provisioning allow you to control user access to your resources tightly. Additionally, de-provisioning automatically removes user access for users that leave the company, eliminating the security risks that former employees — especially disgruntled ones — can pose.

Finally, Atlassian Cloud implements thorough security measures and constantly monitors for issues related to your cloud infrastructure. If any issues are detected, Atlassian handles these potential threats before they cause damage to your cloud resources and app functionality.

And, because Atlassian Cloud is backed by multi-level redundancy, your system won’t go down while Atlassian handles any unexpected issues.

Flexibility 

As your business grows, you’ll adopt new features, tools, and perhaps more Atlassian products to your stack. With this growth, you’ll also need to extend your ITSM principles across different teams without worrying about hardware-related complications. 

Atlassian Cloud provides a comprehensive stack of Atlassian products that you can implement in ways that align with the capabilities and needs of your organization.

Furthermore, with Jira, you have access to flexible application and project types so you can manage projects in the best way for your teams. Additionally, Atlassian Cloud allows you to upgrade and downgrade resources depending on your business needs. 

Atlassian Cloud Suite of ITSM Tools and Your ESM Strategy 

Atlassian Cloud’s suite of ITSM tools helps your organization improve your Enterprise Service Management (ESM) strategy by supporting core ITSM principles. Some of its features include the following.

Incident Management 

In developing your ESM strategy, your organization must include plans or processes for responding to service disruption resulting from unplanned events and restoring the services to normal. To do this, ITSM teams rely on multiple applications and tools to track, monitor, resolve and even anticipate incidents. 

To keep up with the velocity of today’s incident management, the Cloud versions of Jira Service Management (JSM) and Jira Service Desk place all these functions in one place, enabling your ITSM team to have a transparent and collaborative response to incidents. With this, you can track and manage incidents from the incident report to its resolution in real-time and resume normal operation with the least possible hindrance.

Asset Management and Configuration

One key aspect you need to consider in your ESM strategy is Asset Management and Configuration. You can store hardware assets, software licenses, facility assets, and more using JSM’s cloud-based asset management and configuration services.

Jira Service Management Cloud provides a centralized asset database, making searching for asset and resource information less stressful.

Multiple members of your ITSM team can access assets and asset information from any device with an Internet connection — and in any location — without error or conflicting information. It also synchronizes your asset database across all your organization’s branch offices in real-time, reducing or eliminating asset loss.   

Service Delivery 

To provide an effective service to your end-user, you need to identify customers’ needs and any issues that arise. A quality ticketing/response system improves your service delivery through increased awareness and ability to triage, enhancing visibility into potential issues.

With JSM, your teams can receive incoming issues and requests from customers and team members. This enables you to better prioritize and understand the scope of issues and service requests so you can first address time-sensitive requests.  

Additionally, you can configure JSM to direct tickets to the appropriate ITSM team automatically. With this, the appropriate team can address the customer’s request and escalate issues if further assistance is required to address customer requests — while skipping the process of determining who should handle the ticket.

Conclusion 

Operating in Atlassian Cloud enables your organization to expand ITSM capabilities throughout your entire organization. 

While scaling your ITSM practices may seem daunting, it doesn’t have to be with proper guidance and support. Praecipio, an Atlassian Platinum Solution Partner, can help you take the guesswork out of scaling ITSM. From developing a solid ESM strategy to tips on how to increase efficiency and eliminate downtime, Praecipio is here to help.