Customer Portal Design & Branding
Create an intuitive and branded self-service portal for your customers or employees. We customize the look and feel, organize request types, and integrate knowledge base articles for a seamless user experience.
- Portal customization (logo, colors, announcements).
- Grouping and structuring request types for easy navigation.
- Integrating Confluence knowledge base for self-service.
- Mobile-responsive portal design.
- User experience (UX) optimization.
Request Type & Workflow Configuration
Define clear and efficient processes for every service you offer. We configure request types with appropriate fields and map them to tailored JSM workflows with approvals, automation, and clear statuses.
- Defining comprehensive request types for various services (IT, HR, etc.).
- Customizing request forms with relevant fields and instructions.
- Designing JSM-specific workflows with approval steps and automation.
- Mapping request types to underlying Jira issue types.
- Setting up customer-visible workflow statuses.
Agent Queues & SLA Management
Empower your agents to prioritize and manage requests effectively. We set up dynamic queues based on your criteria and configure Service Level Agreements (SLAs) to track and meet service goals.
- Creating custom queues for agents (e.g., by priority, assignee, breached SLAs).
- Defining SLA metrics (Time to First Response, Time to Resolution).
- Configuring calendars for working hours and holidays.
- Setting SLA goals and JQL conditions.
- Automating notifications for SLA breaches or warnings.
JSM Automation Rules
Automate repetitive tasks and streamline service operations. We leverage JSM's powerful automation engine to auto-assign requests, send notifications, transition issues, and more.
- Automating request assignment based on type or keywords.
- Closing stale requests after customer inactivity.
- Sending automated updates to customers.
- Linking related issues or creating sub-tasks automatically.
- Integrating with external systems via automation webhooks.
Knowledge Base Integration with Confluence
Promote self-service and deflect common requests by integrating a Confluence knowledge base. We help you structure your KB, create helpful articles, and make them easily searchable from the JSM portal.
- Linking or creating a Confluence space for your knowledge base.
- Organizing content with labels and page trees.
- Creating article templates for consistency.
- Enabling smart suggestions of articles in the portal.
- Reporting on article usage and effectiveness.
ITIL Practices & Advanced JSM (Assets, Change, Problem)
For mature service operations, we help implement ITIL-aligned processes like Incident, Problem, and Change Management. We also configure JSM Assets (Insight) for comprehensive asset tracking and management.
- Implementing Incident Management workflows and escalation paths.
- Setting up Problem Management for root cause analysis.
- Configuring Change Management with approval workflows and risk assessment.
- Configuring JSM Assets (Insight) for CMDB and asset lifecycle management.
- Linking assets to requests and other Jira issues.