Atlassian Service Management
Cost savings, improved transparency & control with Jira Service Management & ITIL: Increase the efficiency of your company through standardized ITIL processes and the use of Jira Service Management - for sustainable success and growth.
MASTER YOUR CHALLENGES IN SERVICE MANAGEMENT
ITSM (IT Service Management) is an approach for planning, providing, managing, and improving IT services tailored to a company's needs and uses best practices like ITIL. It includes all processes and activities related to the design, implementation, delivery, and support of IT services.
Enterprise Service Management (ESM) is the extension of ITSM principles to the service delivery for corporate teams such as HR, legal, facility management, marketing, or finance. Increase your employees' and teams' productivity and reduce costs. Powerful service management utilizes resources more efficiently to tackle business challenges and drive innovation forward.
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WHAT OUR CUSTOMERS SAY
Senior Associate Business Intelligence
Rainforest Alliance
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“demicon respond quickly to our inquiries and, thanks to their hands-on mentality, always find a suitable solution for individual feature requests. The team is ready to think outside the box at all times.”
OUR
Assessment - ITSM Jump Start
Do you need an "individual process design" specifically for a certain practice? Then let's get started together. We analyze your starting situation, identify pain points, and see where and how the ITIL framework can support with our consulting. Benefit from a process design tailored to you and quick wins through standardization and optimization according to ITIL best practices.
Choose one of the following practices:
Incident Management, or
Service Request Management, or
Knowledge Management, or
Service Catalogue Management, or
Problem Management, or
Service Desk
Assessment - ITSM Starter
Is your goal the basic introduction of a service portal to support your service management with central input channels and targeted processing paths? But you don't know how to proceed best? We help you identify the requirements and create an implementation concept with standardized processes together with you. We take into account all relevant analytical dimensions for you (people, processes, technology) and always work according to ITIL.
Choose a set of four practices:
Incident Management and
Service Request Management and
Service Catalogue Management and
Service Desk
Knowledge Management, optionally bookable
Problem Management, optionally bookable
Are other practices the focus of your analysis? No problem! Contact us and let us know which of the 34 ITIL practices it is.
Assessment - Deep Dive
Together, we analyze your existing processes, determine their process maturity, and identify areas for process optimization. The basis for this is the knowledge of your starting situation, which is recorded in workshops.
Do you want to implement SLAs or know if you are measuring the right metrics?
Self-service options should be identified, and approaches to diversification should be evaluated?
Do you want to put your asset management to the test and achieve cost transparency capable of controlling, which supports you in making data-based decisions?
Even if you want to establish or optimize your change management, this package is right for you.
Asset Management - Assessment
Transparency is the basis for optimal asset management, so we create transparency together with you through structured asset recording, as well as comprehensive cost overview and control, to identify savings and investment potential. Minimize risks and make better decisions.
ITSM Jira SM Cloud - Starter Package
We offer medium-sized businesses, individual departments in large companies or even newcomers to service management a simple entry into the world of Jira Service Management. Benefit from our experience, learn about 'Best Practices' and create predictability.
ITSM Jira SM Cloud - Advanced Package
We enable you to easily enter the world of service management. With clear delineations of what is delivered, you receive a solution based on proven experiences and best practices. You benefit from a predictable budget and a Jira Service Management solution 'out of the box.'
OUR demicon APPROACH
Before the actual introduction, we recommend conducting an assessment of your process and tool requirements. This allows for early and optimal planning and provides an outlook on the scope of implementation.
This phase can also be integrated into the project course as desired.
In the kick-off workshop, we set the project goals and approach together. We identify key stakeholders and potential risks and plan the project.
The tool implementation now starts. Besides the basic configuration, the discussed requirements can be implemented. There is room for consulting, coordination, and customization so that the requirements can be best represented according to personal needs.
To ensure the empowerment of your key users, training in the use of Jira Service Management can already take place here.
In this phase, the pilot operation with the established Jira Service Management and selected agents begins. We are at your side with advice and support, so that feedback from your users can be directly considered.
During the rollout, all agents and/or administrators will at the latest be trained in using the new tool and processes, ensuring knowledge transfer.
If needed, handouts or further documentation will be completed and handed over.
The new service portal goes live, supported by prepared communication measures.
In the transition to the stable operational phase, the multi-week Hypercare phase with intensive support from our experts is accompanied. The introductory project is finally completed with a review and final acceptance.
DISCOVER THE KEY FEATURES OF
Use of self-service portals
Jira Service Management offers your users user-friendly and customizable self-service portals through which support requests can be submitted, ticket status tracked, and access to a knowledge base can be gained.
Standardized & ITIL-certified processes
Jira Service Management offers established and standardized approaches to handling requests purposefully according to ITIL best practices.
All processes can be adapted to individual needs and transferred to non-IT areas.
Powerful (IT) Asset Management
Jira Service Management supports the traceability and control of (IT) assets, such as hardware, software, and other important resources over their entire lifecycle, with the Jira Assets CMDB.
Jira Assets is the native asset and configuration management tool (CMDB) of Jira Service Management (included from Premium onwards).
Automation & process optimization
Jira Service Management offers a wide range of automation possibilities, allowing service desk employees to reduce repetitive tasks and create space for essential matters.
Manual effort can be significantly reduced, and processes become more efficient.
Individual configuration based on: triggers, conditions & actions
Intelligent reports, dashboards & SLAs
Jira Service Management provides a set of standardized reports out-of-the-box, which can be provided within dashboards for different target groups, such as management or service desk employees.
Seamless integration of DevOps
The collaboration between development (Dev) and operations (Ops) is crucial. Legacy tools reinforce the traditional silos of these groups, limit visibility, and slow down workflow.
Jira Service Management brings teams together across platforms, ensuring a smooth workflow from the initial report to the final resolution.
40%
Increased efficiency
66%
Reduced resolution time
70%
Fewer severe IT incidents
140%
Increased customer satisfaction
Best practices
Success Story
A rapid increase in new users led to longer response times, an increase in urgent requests, and a growing backlog. The inefficient manual ticket processing and slow platforms like Jira and Confluence intensified this effect further.
We rely not only on the latest technical solutions but also combine them with our methodological know-how and extensive experience to offer our customers the best possible service.
We optimized the technical environment of the platform and transitioned from Jira to Jira Service Management. Our consultants assisted the team in securely migrating over 1,000 open tickets. Thanks to additional customizations, users can now make individual configurations without the need for a Jira administrator's support.
Success Story
The selection and setup of a single tool that allows more than 2,000 employees to manage service requests and records more efficiently. The goal was to achieve maximum control over as many IT workflows as possible and to offer DB Regio Bus customers even better services as a result.
Through detailed analysis and comprehensive consulting, we were able to offer DB Regio Bus a solution and end-to-end services that were precisely tailored to the company's needs.
Through the implementation of Jira and Confluence and the integration with powerful, proven add-ons, we helped our customer optimize their IT landscape.
FOR YOUR CHALLENGES
Together with our customers, we develop tailored solutions that not only address current needs but also consider future developments. Our holistic approach encompasses not only the methodological and technical aspect but also staff training and appropriate support services.
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