Jira Service Management: The Ultimate ITSM Platform for Your Business Needs
Reviewed By: Mohamed Ghanem, MD, VIDSCOLA
In today’s fast-paced business world, companies need reliable IT service management (ITSM) solutions that can help them manage and streamline their IT operations. This is where Jira Service Management comes in. With 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.
One company that has 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 quickly their internal teams embraced the platform, Lufthansa launched an initiative to use Jira Service Management as its external Customer Service Portal (CSP). Customers, providers, partners, and other stakeholders can visit the portal to submit questions and tickets about the software Lufthansa Systems manages for them. Customers love it, and it’s far easier for agents to use.
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.
With Jira Service Management’s native Assets tool, Lufthansa has created a primary Configuration Management Database (CMDB) in the Customer Service Portal. This makes it easier to redirect customers to the next, most relevant project, improving efficiency and reducing frustration for everyone involved.
Looking ahead, Lufthansa is working on consolidating its service desk instance into one central Jira Service Management instance, allowing the company to use the platform’s full range of capabilities to service its 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. With the ability to manage a wide range of services, including customer service and information security requests, Jira Service Management is the ultimate ITSM solution for your business needs. Follow Lufthansa Systems’ lead and see how Jira Service Management can take your ITSM capabilities to the next level.
*https://www.atlassian.com/customers/lufthansa-systems