Atlassian Thursday unveiled a slew of latest options for Jira Service Management—its IT service administration (ITSM) providing—offering assist and growth groups with new automation capabilities, digital agent know-how and on-the-go incident response. Speaking forward of the corporate’s annual High-Velocity ITSM occasion in London on December 8, Jira Service Management product supervisor Shihab Hamid stated that Atlassian—which has acquired six corporations within the final 4 years to “beef up” its product portfolio—was seeking to bridge gaps amongst devops, IT operations, tech assist and enterprise groups.Hamid stated that for the reason that firm first set out its imaginative and prescient in 2020 to resume its deal with ITSM with the launch of Jira Service Management, the world of labor has develop into a really totally different place. “There’s a lot more remote work and a lot more teams wanting autonomy to basically build the workflows and systems that they need to quickly iterate and deliver value,” he stated.Referencing Gartner’s 2022 ITSM Buyer’s Guide, Hamid stated that it’s estimated that 80% of companies are overspending on their ITSM platform subscriptions, by about half of the contract worth. Additionally, plenty of corporations are shopping for capabilities they by no means get to make use of as a result of as soon as they’ve performed their preliminary deployment, they run out of finances for assets that will allow them to totally make the most of the performance.“At Forrester, we continue to see the cost pressures within organizations related to ITSM platforms,” stated Julie Mohr, senior analyst at Forrester. “While the platforms continue to expand in capabilities, covering more enterprise knowledge work – licensing, maintenance, support, and professional service costs continue to increase, any clients have begun to look for ways to reduce dependencies – not from a functionality perspective but solely based on cost.” For Hamid, he stated that in the present day’s bulletins assist Atlassian to place itself as “the right sized ITSM solution that actually solves the key problems, for a price that makes sense.”Bringing Dev and Ops groups collectivelyThe first set of latest capabilities introduced by Atlassian are centered on bringing software program growth groups nearer along with their IT operations counterparts. The firm desires to provide groups the autonomy to put in writing code, make deployments however on the similar time, have the ability to introduce a risk-free change to the surroundings and in addition cope with incidents when issues go improper, Hamid stated. “Wherever employees are, we want to be there so that they can ask for help,” Hamid stated. “Whether that’s Slack, email, or a Jira ticket, employees can choose the option that’s closest and nearest to them and Jira Service Management will function in the background.”This performance is obtainable within the type of Atlassian’s chat characteristic, also referred to as conversational ticketing, which permits staff to provoke a assist request instantly from a channel in collaboration instruments like Slack or Microsoft Teams. Support brokers can then reply to or take motion on that request from inside Jira Service Management.On Thursday, Atlassian introduced that Chat might be obtainable throughout all Jira Service Management plans, together with its free plan, to assist groups of all sizes rapidly reply to requests.For groups that need assistance automating and triaging assist requests, Atlassian additionally introduced that from early subsequent 12 months, it is going to be launching an early entry program for brand spanking new digital agent know-how in Jira Service Management. “We acquired a company earlier this year called Percept AI that uses machine learning models to learn from the patterns in data and understand a user’s intent, analyze past conversations and help automate and deflect future tickets,” Hamid stated.Atlassian can be introducing prebuilt templates for advertising and marketing, finance, and analytics employees, which be part of an present roster for HR, amenities, authorized, and customer support templates, enabling enterprise groups to simply construct workflows and deal with various kinds of requests.Customers may also have entry to a library of over 300 prebuilt types that use a low-code/no-code type builder, permitting customers to create service request types and workflows, streamline information seize, and allow higher automation.“Low code/no code capabilities within an ITSM platform make it easier for clients to create workflows that can drive productivity and eliminate unnecessary steps and process delays,” stated Mohr. “Combining this capability with templates that customers can use out of the box creates a win-win for IT and the enterprise.” However, Mohr cautioned that purchasers would want to optimize workflows – not simply modify a template to replicate how processes are performed in the present day.“But when combined with optimization efforts, the new capabilities should make adoption happen more quickly with better results,” she stated.Making it simpler for groups to work togetherIn addition to the capabilities that assist software program growth groups, Atlassian can be introducing a number of new options designed to make it simpler for groups to work collectively seamlessly and supply them with higher autonomy over issues like incident response.A brand new incident response on-the-go characteristic permits groups to obtain cell system alerts, edit on-call schedules, escalate main incidents, and replace groups on timelines, all through cell system.“Incident response on-the-go is something that we strongly believe in and so we’ve got a lot of new capabilities to handle mobile device alerts, edit on call schedules, and deal with major escalations,” Hamid stated.The firm can be introducing new automation capabilities for change requests and superior approvals, permitting groups to get much more granular concerning the approval course of, similar to excluding sure individuals from the approval course of, or establishing particular guidelines for multigroup approvals. Atlassian has additionally expanded integrations with third-party techniques and purposes to permit for automated change requests with GitHub and GitLab, to additional streamline deployments.Furthermore, Atlassian is providing data-residency controls for AU, EU, US and Germany inside Jira Service Management throughout core options together with Opsgenie, Assets, and Forms, with its roadmap for supported areas sooner or later together with the UK, Japan, France, and Canada. The controls enable Jira customers to specify the place user-generated content material ought to reside. Additionally, Jira Service Management Cloud is heading in the right direction to be compliant with HIPPA by the top of the 12 months.The final announcement made on the occasion comes within the type of Atlassian’s new buyer incentive program, which is able to goal each small and enormous groups.“For small teams, we’re going to enable customers to sign up to the standard plan of Jira Service Management and get 10 agents for free for 12 months,” Hamid stated, explaining that this may allow plenty of corporations to get began with ITSM with out having to cope with large upfront prices.Currently, Atlassian’s free plan solely consists of three brokers.“For customers on the larger end of the spectrum, those that have more than 200 agents, we’re offering a 30% discount on the first year of a three-year contract. That’s applicable to both secure service management cloud and data center,” he stated.Mohr stated that Atlassian has listened to its prospects and the market and positioned themselves to offer choices for small groups for free of charge, giving price breaks for newer prospects and offering new performance for free of charge.“We think this will resonate with those customers who are hitting the budgetary limits yet still want a full-featured ITSM solution, especially when there are signs of economic uncertainty, as we are seeing in the current economy,” she stated.
Copyright © 2022 IDG Communications, Inc.