Incident Management, a key component of the ITIL framework as well as ITSM best practices, is also a process that's built into Jira Service Desk. By using apps like Insight, you can reduce your Mean Time to Resolution (MTTR) and streamline your IT asset management infrastructure.
Jump to the main takeaways:
Incident Management in Jira Service Desk: An Intro
Mo’ Incident Management Diagnosis Time, Mo’ Problems
Use Insight to Slash Resolution Time
Facilitate Asset Management
Refine Your Operations
Plan Structurally for Growth
The definition of incident management has changed over time, especially as ITIL has expanded and become less about rigid internal processes and more about IT services function in relation to a business’ needs and goals.
Here’s Atlassian’s version:
“Incident management is the process used by IT, DevOps, and Ops teams to respond to an unplanned event or service interruption and restore the service to its operational state.”
ITIL v4 defines an incident as “[an issue] with significant business impact, requiring an immediate coordinated resolution.” Now that the terms have been clearly laid out, it goes without saying that, to promote great customer service, your incident management process must be as easy to use as possible.
Studies indicate that the average MTTR is just under nine business hours. In some cases, it can balloon to more than 27 business hours. Unsurprisingly, the longer it takes to resolve an issue, the more likely your customer satisfaction rate is to drop.
However, just using Jira Service Desk, without any context or automation functionality, will not deliver the full-scale ITSM solution your organization needs to grow and scale over time. It’s just one piece of the ITSM puzzle.
To enjoy all the benefits of lean, efficient incident management, as well as those endemic to the platform, assets must be a priority. Without strong organization, dependency mapping, insightful reporting, and automation deployment techniques, your incident management process will slow to a crawl.
According to Forrester, the Mean Time to Diagnose (MTTD) takes up to 70% of the average total MTTR.
Just think about that for a second. Nearly three-quarters of the average incident resolution process is spent figuring out what the problem actually is.
The easiest way to cut down on wasted time that stems from ITSM inefficiencies is to add more context to your asset management practices. This means organizing and consolidating database information to create a single source of truth that will empower you to pinpoint issues and solutions much quicker.
From an incident management perspective, adding more details to service tickets will help the agent investigate and properly diagnose the issue(s) at hand. You can streamline the process of upping context in your ITSM and ITAM practices by using custom fields and automation triggers that can be seamlessly integrated into your Jira instance.
One of the best tools for including more asset information in incident tickets is our Insight asset management app, which is available for Jira Server, Data Center, and Cloud.
Let’s look at the many ways it can curtail MTTD in Jira Service Desk and consequently speed up your MTTR.
Insight, a leading app in the Atlassian Marketplace, allows you to structure your own hierarchy of asset types, setting up dependencies where needed, and customize what kind of information you store concerning each asset type.
The latest version of Insight makes it even easier to create a lean incident management system with completely customizable database templates. When you use this new feature, you’ll have a structured asset management starting point that also brings lots of flexibility to the table.
To get acquainted with our templates feature, check out our software video tutorial!
Next, let’s walk through how using Insight to manage your assets and link them to incidents can help you minimize your MTTD and slash resolution time.
Improved ITSM Incident Management for Customers
Let’s face it: If your customers reach the point where they’re looking to create an incident or service ticket, one of your IT components isn’t working as it should. Worse still would be if it’s painfully difficult for consumers to communicate the problem to support to begin with.
Once you have Insight integrated into your Jira Service Desk environment, the customer part of incident creation becomes a stress-free process. All they need to do is select the affected asset from a pre-configured list of relevant assets, eliminating the chance of a wild goose chase happening because of misinformation.
Below, we see an example of how a customer can easily create an incident because custom fields are already populated with the affected assets.
Investigating and Resolving an Incident Quickly and Easily
With Insight, agents get more detailed information when they open the incident.
They don’t need to spend any time finding out who is responsible for a particular IT or business service, nor what host it’s running on. All that information is already there on the agent’s side, which means they can immediately take action.
This is because of how you can organize, structure, and map dependencies using Insight’s asset management functionality. The best part is that, the information that’s stored about each asset can vary depending on the context, and is customizable when you configure Insight.
Support agents also have the option to drill down into the asset for even more information about incident causes and dependencies. In the example below, we can see the agent checking if any other business services will be affected if they restarts the host.
In just a few clicks, it is clear the Invoicing business service will also be affected if they restart the host that SAP is running on,. Furthermore, he knows who to contact in order to restart the host.
If we continue to imagine that there is a problem with the host and it needs to be restarted, we can explore other incident management precautions that can be taken.
In that case, using Insight, we can automatically update the incident with other affected business services so the right people will be notified and the right information will be displayed to users.
Automate Hardware Failure Status Updates in Atlassian
To service our customers better, we can add Atlassian’s Status page as part of the solution. This will allow us to push out live statuses of our business services and thus inform consumers or internal stakeholders about any incident resolution progress.
Note that this can be achieved by setting up automation rules directly in the Insight app–no need to fuss with any other software modules or add-ons. An example of such a setup is shown below.
At the end of the day, the best way to prepare yourself for IT service issues, no matter how damaging, is to make sure you're as organized as possible to begin with. That mean you need a fully-functional incident management process that works in tandem with the rest of your ITSM practices to deliver fast, meaningful resolutions.
Insight gives your ITSM solution full coverage for managing all your assets, so you can stay on top of keeping your customers happy. To find out more about the app or to take it for a test drive via a free trial, click below!
*(Part of this blog was published in December 2018 as a guest blog on Valiantys' blog)
Originally published Jul 16, 2019 2:51:07 PM