Doubling down on its IT Service Management (ITSM) push, office administration firm Atlassian has launched Jira Service Management — software program the corporate says can convey “IT operations and improvement groups collectively to collaborate at excessive velocity and energy digital enterprises.”

In accordance to Atlassian CRO Cameron Deatsch, one of many largest challenges dealing with tech groups is how to steadiness development with distributed groups utilizing entrenched, legacy applied sciences that don’t enable folks to work collectively cohesively. With some groups operating agile, speedy supply and others tasked with meticulous threat mitigation and line-by-line code checking, Deatsch mentioned Atlassian needs to tackle the tradition and methods that separate disparate groups.

He known as Jira Service Management the corporate’s new core providing within the ITSM area.

“You will have these improvement groups, largely sitting in numerous elements of the constructing, working with the enterprise and quickly responding and constructing new applied sciences, new experiences for purchasers, after which making an attempt to throw that new tech over the wall to these IT groups to run the take a look at,” he mentioned. “However sadly, the individuals who construct these things and the individuals who run the assessments are often on totally different groups, operating on totally different expertise.”

Atlassian envisions an ITSM mannequin that permits for information sharing in a approach that helps unify improvement, IT operations, and enterprise groups. Jira Service Management consists of quite a lot of new capabilities which have both been constructed internally or got here from latest acquisitions.

“[The first new capability] is the combination of contemporary incident administration natively into Jira Service Management; that is expertise that we acquired from an organization known as Opsgenie…,” mentioned Deatsch. “When there’s an incident or a difficulty — say your cell app goes down — you are rallying the correct groups and offering them with the correct info to reply shortly to these buyer wants, and get that app again up and operating.”

One other new characteristic focuses on integrating change administration into the method of constructing, managing and operating code. Customers can monitor all of the modifications which have occurred in latest days, weeks or months to shortly establish challenges dealing with clients.

Atlassian has additionally redesigned the agent expertise. The corporate presently presents customers greater than 900 totally different third-party integrations. Via its partnership with Slack, for instance, Atlassian plans to convey “conversational ticketing” to the platform — successfully turning Slack right into a assist desk interface and bettering the connection between customers and tech groups.

“The thought is that the top person by no means has to go away Slack to reply to or to submit tickets to the technical workforce. All of that will get powered with workflow management, change administration and machine studying on the again finish…,” Deatsch mentioned.

Rethinking ITSM

Atlassian burdened that this week’s announcement builds on latest acquisitions, together with Mindville Perception for asset and configuration administration, Opsgenie for incident administration, Automation for Jira for code-free automation, and Halp for conversational ticketing.

Deatsch argued that Atlassian’s platform permits IT, software program improvement, mission administration and DevOps groups to all use the identical platform. “You now not have a ticketing system over right here getting requests from clients, going by to an IT workforce that then has to go into to a unique system and clarify what the builders want to do. It is all proper there on a single platform and all of it comes again to delivering a greater buyer expertise,” he mentioned.

Charles Betz, principal analyst serving infrastructure and operations professionals At Forrester Analysis, mentioned Atlassian’s energy amongst builders offers it a leg up on opponents. “We speak to purchasers who discover advantages within the integration of improvement and repair administration workflows and capabilities,” Betz mentioned. “No different ITSM opponents have related developer-side relevance.”

He praised Atlassian’s complete protection of the IT pipeline of any compan, from portfolio (Jira Align) by improvement (core Jira) by DevOps (Bitbucket) and precise operations (Opsgenie, StatusPage). “In addition they have an emphasis on selecting up clients very early of their lifecycle, as startups needing fundamental providers — buying Trello was reflective of this — after which enabling them to scale,” Betz mentioned.

Deatsch mentioned one of many key causes for creating Jira Service Management was the understanding {that a} platform that helps your complete IT expertise is the easiest way to guarantee buyer satisfaction and assist companies to develop.

The transfer gives a broader platform the place Atlassian can tackle a wider vary of IT capabilities past simply core software program improvement: “As enterprise groups are interfacing increasingly with these technical groups, as they turn into extra like one group within the total enterprise, we consider we will drive extra productiveness and innovation by our instruments to each person within the organisation,” Deatsch mentioned.

Copyright © 2020 IDG Communications, Inc.

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