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  • Writer's pictureLaura Holton

Getting the Most Out of Jira Service Management ITSM Using Deviniti Apps: Feature Comparison

Updated: Sep 28, 2023



Why choose Jira Service Management for your ITSM needs


Jira Service Management is a user-friendly ITSM solution that tailors itself to an organization's unique requirements, ensuring seamless alignment with ITSM and ITIL standards. One of the standout features of Atlassian's product is its effortless integration capability. With Jira Service Management, you can easily connect with popular collaboration tools like Confluence, Slack, or Microsoft Teams. Another crucial functionality of JSM is automation. Thanks to this, it streamlines repetitive ITSM tasks, reducing manual workload and freeing up your teams to handle more difficult requests.


Reporting and analytics are equally important for ITSM success. Jira Service Management supports teams in measuring and fine-tuning your ITSM processes, pinpointing areas for enhancement, and making informed decisions that level up your service quality. Lastly, it has to be underlined that JSM is scalable, accommodating organizations of all sizes and complexities. Whether you're a small team or a large enterprise with intricate ITSM demands, Jira Service Management offers the versatility to meet ITSM needs.




Deviniti Apps & Jira Service Management: the ITSM revolution

In order to support your ITSM processes and make them run like a well-oiled machine, benefit from the amazing apps available on the Atlassian Marketplace. At Deviniti, we've got you covered with a wide array of plugins specifically crafted for Jira and Jira Service Management. These plugins enhance the already powerful Atlassian suite, making your IT services smoother and more efficient. Our products are the result of careful development aimed at conquering the unique challenges you face in delivering top-notch IT services. As proud Platinum Marketplace Partners, we actively seek feedback from Atlassian users to ensure our products align perfectly with even the most complex projects. Our mission is simple: bridge any gaps in Atlassian's capabilities and surpass the expectations of our users.


At Deviniti, we're all about delivering useful apps and providing exceptional customer service to help you achieve your ITSM goals. In this article, we'll compare the features of native Jira Service Management and Jira Service Management enhanced by our applications: Extension for Jira Service Management, Actions for Jira Service Management, My Requests Extension for Jira Service Management, Theme Extension for Jira Service Management, and Queues for Jira Service Management. Let's dive in and discover how these tools can transform your ITSM experience!




How do Deviniti Apps features support native Jira Service Management?


Extension for Jira Service Management


Jira Service Management comes with request forms that include all fields, even if they might not be relevant to the user's specific issue. This can be both time-consuming and distracting for users. However, with the Extension for Jira Service ManagExtension for Jira Service Management app, we've got a solution for this issue.


Our app includes the Dynamic Forms feature, allowing users to display only the custom fields that are directly relevant to their request. Whether it's an onboarding request, a new setup request, a bug ticket, or any other type of request you require, the app intelligently shows the specific fields based on the user's previous selections. This streamlines the form-filling process, reducing unnecessary scrolling and minimizing confusion.


But that's not all! The Extension app also introduces the Bundled Fields feature, which lets users group related fields together, enhancing the overall organization and clarity of the forms.


Lastly, we've got the Request Details View, which provides customers with a comprehensive overview of their requests in one convenient place. Unlike the native Jira Service Management interface, where only agents have access to the SLAs section, our app ensures that customers can keep tabs on their ticket's progress, status, related tasks, and attach files like screenshots. This transparency leads to faster ticket resolution and builds trust between you and your customers.




Actions for Jira Service Management


The native Jira Service Management restricts customers to submitting requests just once, without the option for later corrections. With the Actions for Jira Service Management app, customers gain the power to edit fields on their forms whenever they need to, all without the necessity to involve support agents. The Actions app can give your customers the flexibility to make changes to their requests even during the resolution process. In order to keep the data secure, the app also grants you control over who has the authority to make edits and when those edits can be made.




My Requests Extension for Jira Service Management


The My Requests Extension for Jira Service Management delivers a user-friendly New Requests page enriched with multiple filters and enhanced viewing options. For instance, it adds valuable information like SLAs directly to the request page, enhancing visibility. Moreover, it simplifies the process of exporting requests to .CSV format, allowing easy sharing with both internal and external stakeholders, whether they use Jira or not.


Unlike the standard Jira Service Management, which offers only 11 columns for request filtering, the My Requests Extension, when combined with the Extension for Jira Service Management app, empowers your organization to expand the list of columns and request details. This, in turn, provides more precise filtering capabilities. The icing on the cake is the ability to save frequently used filters that really come in handy when dealing with complex requests, as it significantly improves search capabilities.


Furthermore, the User Scoper feature within My Requests Extension for Jira Service Management lets you specify which group of users can access the information within a particular request. In essence, this app serves as a useful tool for teams seeking to support their request management process and bring communication with customers to a higher level.




Theme Extension for Jira Service Management


Native Jira Service Management offers a simple Help Center with a basic look and a text banner. However, if you want to jazz it up and make it more appealing to your customers, the Theme Extension for Jira Service Management is the way to go.


With the Theme Extension app, you can give your Customer Portal a makeover that matches your brand. You can add colors, logos, links, a footer, and a flexible Searcher without needing to be a tech whiz. Our app provides an easy-to-use panel for designing your Customer Portal just the way you want it. Plus, there's the Templates Gallery feature that lets you kickstart your customization using ready-made projects. It's a time-saver!


What's more, the app allows you to create distinct Customer Portals, which is handy when you're working on multiple projects that each need their own unique look and feel.


And don't forget about the Permissions feature in Theme Extension. It gives you control over who can access your Pages, Projects (Customer Portals), Portal Groups (groups of different request types), and individual Request types. You can decide who gets to see these things and set up restrictions for different users.




Queues for Jira Service Management


In the default setup of Jira Service Management, support teams are assigned separate queues for each project they handle. This approach can pose challenges for agents who juggle multiple customer portals at once. Switching between projects can eat up time and increase the risk of accidentally missing requests. This can lead to confusion, longer resolution times, and customer frustration.


To address this issue, we've developed Queues for Jira Service Management. This app offers a unified view of all tickets across Jira Service Management, Jira Software, and Jira Work Management. With cross-project capabilities, teams can effortlessly navigate through all the issues they're involved in, ensuring nothing slips through the cracks. Plus, they can personalize their view by adding useful columns and organizing queue groups to match specific business requirements.


Migrating queues and previously configured columns with Queues for Jira Service Management is a breeze. The app allows you to swiftly assign specific projects and team members to particular queues, enhancing organization and security. Moreover, you can control who gets to see specific queues, ensuring that they're only visible to the designated teams, and assuring confidentiality.





In summary, we firmly believe that when you combine Jira Service Management with Deviniti apps, you get a holistic, adaptable, and scalable ITSM solution that can improve service quality, streamline operations, and cut down on costs. Deviniti, being the first company in Central and Eastern Europe and one of just 22 worldwide, has earned recognition from Atlassian as a certified ITSM Specialized Solution Partner. Upholding our ITSM expertise is a top priority, and we are dedicated to staying current with the latest and best practices in the field. We're investing in ITSM, with 30% of our Atlassian Services team already holding ITIL4 Foundation certification and 10% with ITIL4 Specialized certification.


If you're curious about how Deviniti apps can expand the capabilities of Jira Service Management, come and see us at Enterprise-dam in Rotterdam, October 5th!


Explore the Atlassian Marketplace or visit Deviniti's website for more details.


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