Optimizing ITSM in Jira: webinar with Revyz inside

3 min read
Jun 5, 2024 12:03:44 PM
 Learn from ITSM Expert, Kate Pawlak, how to optimize your ITSM operation in Revyz webinar

The following article summarizes the key points presented at a workshop with ITSM expert Kate Pawlak, in cooperation with Revyz, on Backups, Data, and Config Management for Atlassian Cloud Experts.

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Why do we need to optimize our ITSM operations?

Over the past few years, the Atlassian community has been quick to adopt the benefits of integrated ITSM features brought to Jira. 
However, many organizations have been so busy implementing ITSM that they have not taken a step back to review and optimize their implementation.  
This leaves a big opportunity to improve customer service and make the lives of your service agents easier and less complicated.

Building  a Knowledge Base

One of the core themes of the webinar was the importance of knowledge in customer support. Building a self-service portal with a robust knowledge base can significantly reduce repetitive queries and empower customers to find solutions independently. 

Confluence was highlighted as an excellent tool for creating and managing documentation, ensuring that customers have immediate access to the information they need.

Enhancing Customer Experience

To enhance the customer experience, it's crucial to provide comprehensive information on customer portals. This prevents unnecessary back-and-forth and speeds up the resolution process.

Announcement banners can keep customers informed about wait times and other important updates.

Additionally, explaining workflows to customers helps them understand the status of their requests, and allowing them to edit requests enables them to correct mistakes and provide additional information without hassle.

Be careful when using banners during self-service that you remember to switch them off and don't set false expectations of poor service.
Stu Lees
Stu Lees

Head of Marketing & Partnerships


Jira ITSM Self Service Portal


  • Implement announcement banners on the customer portal to update customers on wait times.
  • Provide detailed explanations of workflows to help customers understand the process.
  • Allow customers to edit their requests for greater accuracy and efficiency.


Optimizing Service Agents' Work

The webinar also focused on optimizing the work of service agents.

Organizing service queues based on team priorities and skills ensures that the right issues are addressed promptly. Managing and defining queues precisely allows for efficient management of service requests.

Automation rules can merge similar tickets and manage incidents effectively, enabling agents to respond to multiple customers simultaneously during common issues.

Jira ITSM How to Merge Tickets


  • Invest time to create precisely organized service queues based on team skills and priorities.
  • Implement automation rules to merge similar tickets and manage incidents efficiently.
  • Create templates for common responses to save time.


Managing Customer and Organization Information

Efficiently managing customer and organization information is critical for providing high-quality service.

Collecting and storing customer information allows agents to access relevant data quickly. Internal notes help teams share crucial details, and solutions like the "Customer and Organization Management" app facilitate the efficient storage and retrieval of customer data.

By allowing customers to provide additional information through the portal further streamlines the process.

Jira ITSM Provide Customer Data


  • Use the Customer and Organization Management app to store and manage customer information
  • Enable customers to add additional information through the portal.
  • Utilize internal notes to keep teams informed of important details.

Leveraging Templates for Efficiency

Creating response templates for common queries can save significant time for service agents. Issue templates ensure that all necessary information is captured in tickets, reducing the need for follow-up questions. Templates can be defined for entire hierarchies, from epics to subtasks, making it easier for agents to create detailed and informative tickets.


  • Develop response templates for frequently asked questions.
  • Create issue templates to ensure comprehensive ticket information.


Optimizing ITSM processes is crucial for delivering exceptional customer service and improving agent efficiency. By leveraging both native features and additional apps, organizations can enhance their JSM experience.

Effective communication and a smooth flow of information between service agents and customers are key to achieving success in ITSM.

We encourage you to explore these strategies and continue learning about ITSM best practices.

To explore the apps and solutions mentioned in the webinar, check out the following link:

Watch the Webinar: Optimizing ITSM in Jira


Follow Revyz to back up your instances properly! 


This article was formerly published on Revyz's blog.