Organizations have reached a tipping point of frustration dealing with legacy tools. Read about the movement to look for a modern solution such as Atlassian’s Jira Service Management.
The traditional ITIL process, combined with overeager tech experts who try to configure every variation that an asset might cross, is a double-whammy. It results in too much complexity to manage. Service Management ties most organizations into knots that slow service levels and responsiveness down to a crawl. Trying to understand the impact of change and the likelihood of redirecting an existing workflow become almost impossible.
Organizations then start to look at how alternative systems can break away from legacy products. Experts try lifting, migrating, or moving to a new tool. This process repeats itself in a never-ending circle all too often, with the same stagnant results. The old saying rings true; a fool with a tool is still a fool.
Over the last decade, Atlassian has moved from its humble beginnings as a bug-tracking, wiki, and source code management system to visualizing work for software development teams. Atlassian helps all teams across an enterprise with straightforward, easy-to-use workflow management. Its wide adoption keeps things simple and pairs back complexities. And Atlassian Cloud has taken this principle to another level. It began disrupting teams by reducing configuration options and customizations to get everyone thinking about the basics and fundamentals of work.
Atlassian now has a fully-fledged Service Management capability that employs the same principles it introduced for teams managing day-to-day work. Organizations are turning to Atlassian to manage Enterprise Service Management and IT Service Management underpinned by ITIL.
Organizations with an existing Atlassian footprint quickly realized the cost benefits of extending functionality into Jira Service Management, rather than selecting an alternative service management such as ServiceNow, FreshService, or SolarWinds. Training and transition are also a win when teams are already comfortable with Jira process and workflow.
The hitches that organizations need to watch out for are trying to replicate like-for-like functions from existing tools, or existing staff who want to keep the status quo. Moving to a new ESM or ITSM tool provides a modern delivery methodology that is sustainable, lean, and fit for purpose without repeating past mistakes.