055 Simon Herd and Kate Caldecott Enterprise Service Management with Jira Service Desk

06/05/19 • 45 min

Help desks are not the only teams that take and fulfill requests from employees in organizations. Marketing teams are asked to approve copy. Facilities teams are asked to fix broken doors. Legal teams are asked to review contracts. The difference is that help desk teams do not have a reputation of being a black hole. Everyone knows that they can fill out a form and get help. Even if it is "eventually." This is not the same for business teams. Most of the time, we need to know who in marketing or facilities or legal, we need to ask. Then we send an email. Here's the problem, with that approach, there is no way to count the requests, track how long requests take, know what to do when someone goes on vacation. In other words, there is no transparency.

Kate Caldecott, Chief Operating Officer at ThinkTilt and Simon Herd, Founder and CEO of ThinkTilt join Nice Work! to help us understand why business teams need to adopt principles of ITSM and why they should do it with Jira Service Desk. They even wrote a white paper about it called, "From ITSM to ESM: Enterprise Service Management with Jira Service Desk."

Learn more about Kate and Simon:

That ThinkTilt White Paper: http://info.thinktilt.com/itsm-to-esm-white-paper

ThinkTilt Website: http://www.thinktilt.com

Kate on Linkedin: https://www.linkedin.com/in/kate-caldecott-01762312/

Simon on ThinkTilt: https://www.linkedin.com/in/simonherd/

Thanks so much for listening! If you like this episode, please subscribe to “Nice Work! An Atlassian Ecosystem Podcast" and rate and review wherever you get your podcasts:

ServiceRocket

Bill Cushard

Learn more about Kate and Simon:

That ThinkTilt White Paper: http://info.thinktilt.com/itsm-to-esm-white-paper

ThinkTilt Website: http://www.thinktilt.com

Kate on Linkedin: https://www.linkedin.com/in/kate-caldecott-01762312/

Simon on ThinkTilt: https://www.linkedin.com/in/simonherd/

Thanks so much for listening! If you like this episode, please subscribe to “Nice Work! An Atlassian Ecosystem Podcast" and rate and review wherever you get your podcasts:

ServiceRocket

Bill Cushard

Previous Episode

054 Anthony Coppedge Performs Live Agile Coaching at the End of This Podcast. We're Not Kidding.

Anthony Coppedge is a certified agile leadership coach, holds a few agile certifications, a former director of marketing, and currently an agile marketing consultant. He has also used Jira in various roles during his career and we are going to talk about Anthony about business teams using agile, jira, and the trials and tribulations teams go through as they adopt agile.

If you listen all the way to the end, Anthony gives me a little coaching. Seriously. On the spot coaching. I had to go get a pen and paper to do it.

Learn more about Anthony:

On Linkedin:

https://www.linkedin.com/in/anthonycoppedge/

Next Episode

056 Genevieve Blanch On the Structure and Design of Jira and Confluence

Genevieve Blanch, partner manager at Refined joins the show to talk about the importance of making sure users can find the information they need...whether on Confluence or Jira Service Desk. The thing about highly customizable software Jira and Confluence is that it can become seemingly disorganized over time. To prevent this, it is important to provide structure and organization as part of the design process. This is what Refined helps people do. Refined is a site building tool that makes Confluence and Jira Service Desk look beautiful and branded and, most importantly, organized. Bill and Genevieve also catch up on the show after meeting at Atlassian Summit 2019 for the first time.

Learn about Genevieve and Refined: