Jira Service Management: Ultimate ITSM Platform

Reviewed By: Mohamed Ghanem, MD, VIDSCOLA

Enhancing IT Operations with Jira Service Management

Jira Service Management is essential in today’s fast-paced business world, where companies need reliable IT service management (ITSM) solutions to manage and streamline their IT operations. This is where Jira Service Management comes in. Thanks to its flexible and intuitive platform, Jira Service Management can help companies deliver high-quality IT services that meet their customers’ needs and exceed their expectations.

Lufthansa’s Successful Implementation of Jira Service Management

One company that has effectively leveraged Jira Service Management to enhance its ITSM capabilities is Lufthansa. Initially, the company introduced Jira Service Management to its internal teams, including aircraft maintenance, HR, license management, and information security. According to Hendrik, Lufthansa System’s Product Owner, interest spread quickly.

Impressed with how swiftly their internal teams embraced the platform, Lufthansa launched an initiative to use Jira Service Management as its external Customer Service Portal (CSP). Moreover, customers, providers, partners, and other stakeholders can visit the portal to submit questions and tickets about the software Lufthansa Systems manages for them. As a result, customers love it, and it’s far easier for agents to use.

Managing Information Security and Improving Efficiency

In addition to improving the customer experience, Lufthansa also uses Jira Service Management to manage information security requests for the entire Lufthansa Group. The platform makes it easy to handle masses of information, including sensitive data, and match standards for information security.

Furthermore, with Jira Service Management’s native Assets tool, Lufthansa has established a primary Configuration Management Database (CMDB) within the Customer Service Portal. This enhancement streamlines the process of redirecting customers to the most relevant project, significantly improving efficiency and reducing frustration for all stakeholders.

Future Plans and Conclusion

Looking ahead, Lufthansa is working on consolidating its service desk instance into one central Jira Service Management instance. This initiative will enable the company to leverage the platform’s full range of capabilities and enhance its ability to serve customers more effectively.

In conclusion, Jira Service Management is a flexible and intuitive platform that can help companies of all sizes enhance their ITSM capabilities and deliver high-quality IT services to their customers. By following Lufthansa Systems’ lead, you can see how Jira Service Management can elevate your ITSM capabilities to the next level.

Jira Service Management: Ultimate ITSM Platform