ITSM for Jira


In this episode, Manuel discusses ITSM for Jira with Jeffrey Tefertiller, the founder of Service Management Leadership.

Jeffrey founded Service Management Leadership to help organizations, large and small, achieve their Service Management and Business Continuity goals and aspirations. He is an ITIL Expert (v3) and leader in the Enterprise Service Management (ESM)/ IT Service Management (ITSM) community. Jeffrey brings 26 years of leading Service Management initiatives to Service Management Leadership with expert-level understanding and practice of how to adapt the methodologies to any organization and its unique culture.

About the episode:

  • How Service Management fits in with the Atlassian products
  • The time frame for implementing such a framework
  • The required investment for creating an ITIL environment in a company
  • and more

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The Episode Transcript

Manuel Pattyn: Hello! This is Manuel from iDalko and yet we have another podcast and our guest for today is no more and no less than Jeffrey Tefertiller!

Jeffrey Tefertiller: Thank you for having me Manuel, I’m honored to be here. I am a service management nerd, I enjoy this! The topics and excited to talk to you today. I’ve been in the service management space since 94, a long time, and excited to talk about how service management fits in with the Atlassian products and just talk about how that fits together. 

Manuel: That sounds like a great topic Jeffrey because that’s a really a hot topic we have we know that the Jira Service Management tool is taking a quite high flight for the moment into the customers. It’s getting more and more popular and the main question we always get is if it is ITSM compatible or does it follow the ITIL framework, guidelines rather in this case and that’s a few of the things that might our listeners and viewers are interested about and certainly the practical sides.

Jeffrey: Yes, in all the ITSM tools, you know the ITIL is a framework it’s something that’s applied differently in every organization, change management looks different, incident management, even config an asset but most companies are putting in tools because it’s a part of their bigger digital transformation strategy. It’s how can we start doing things better, executing better and most of the time with digital transformation the question that I always start with is “what is the problem you’re trying to solve” and then you figure out is this tool going to help us accomplish those outcomes and the Jira Service Management tool can do that just as well as any of the others, plus it has a great price point for those that care.

Manuel: Yeah well, the price point might be something that’s quite sensitive now since the price point has significantly changed a certain while Server is going to end of support in the near future well 2024. It will be in the Cloud, it means for a lot of customers that the pricing level will come close to the ServiceNow, Zendesk, and the others of these worlds so it’s still a better option, much better option, but it’s not that far off anymore. 

Jeffrey: Yes, it’s interesting because, you know, we think of the product life cycle for this Jira Service Management tool and it’s going to adapt and change even in those three years it’s going to look… it’s going to mature and it’s going to have its own unique qualities. The other piece to this is somebody puts in the Jira Service Management tool or they’re looking at how to integrate a current tool like Confluence that just came off of an engagement, an organization, a large organization, had all of their run books, process documentation, all of this in Confluence. It’s a great tool but they had it separate in their ServiceNow tool and I was encouraging them to integrate which is easy, let’s say, easy how about straightforward and to integrate those so now that you’re in your ServiceNow tool, your service management tool, you can search for your you know something’s down you look up the run book in the tool and now you’re able to fix it faster and it pays evidence so much so quickly because you’re able to resolve those incidents of major incidents much more quickly and that’s just one. 

And I think as we look along our digital transformation stories we’ll see how people are integrating more than adding that new I think that’s going to be one of the things we look back on. People will be integrating their sources of data just like this or another organization a little that’s in the middle east called me they’re looking at how to integrate their Jira with ServiceNow and to deploy Jenkins for their DevOps these are these happen all the time, people are looking at how can I integrate my tools together and still remain compliant for their service management needs.

Manuel: It sounded really like an example that’s within the specialties of iDalko in this case, we do a lot of those integrations and synchronizations which we have our product for Exalate for example to connect a Jira to a ServiceNow for just an example.

Jeffrey: Yeah and even on that for that DevOps example the whole key is how do we remain compliant for change management because you’re deploying thousands of times a minute, possibly, how do you have change records and so those integrations allow… I always look at the balance between bureaucracy and governance and so you want to speed the delivery without the bureaucracy that you still have the governance.

Manuel: Yeah if you would advise any company to start with a correct implementation of a framework how would you… which advice would you give to them?

Jeffrey: I would always start with what is it we’re trying to solve and that’s why I like ITIL because ITIL is all about even ITIL 4, the new one, is about co-creation of value with your customers, how do we understand what they’re trying to solve and help them solve it… 

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