Our Approach to ITSM

Next-generation processes for ITSM

IT service management (ITSM) is an activity of implementing, managing, and delivering IT services to meet the requirements of an organization based on best practices. From small startups to enterprise organizations, ITSM can help improve customer satisfaction, quality of services, governance, flexibility, agility all while reducing IT costs and risks.

We approach ITSM based on the needs of the project, making it easy for IT Teams to collaborate in real-time.

Our ITSM focuses on these key points:

Incident management

We place a focus on resolving issues as quickly as possible to minimize any impact on the business operations as part of our focus on a stable ITSM environment.

Problem Management

Our method of problem management integrates the process of preemptively addressing problems and incidents with the process of mitigating problems or issues that cannot be avoided. This dual approach is aimed at taking a proactive stance towards addressing issues before they escalate.

Service request management

A focus on ease of use and self service empowers users to proactively seek out the tools and services they need to solve their problems themselves, freeing up helpdesk staff.

Everything you need at your fingertips

Jira Service Desk is at the very heart of our approach to ITSM. To this end, Jira facilitates service requests, incident, problem and change management. These capabilities make it a complete platform to facilitate the operations of your IT teams, making it the most collaborative service desk in the market. Users within an organization or customers can submit requests via the self-service portal and machine learning processes will intelligently recommend the right service. Agents can even automate everything from tickets routing to severity notifications.

Work in one place

Confluence is a content collaboration software that changes how your team works by giving users the power to create everything from meeting notes to project plans and even requirement forms. Easily create a space for each team, department, or project to share information and keep everything aligned and organized.

Leave your feedback on the work itself with page and file commenting on any Confluence page. No more wasted time trying to find feedback trapped in your email or chat thread.

Actionable Alerts and Insights with Opsgenie

Opsgenie features deep integrations with various monitoring, ticketing, and chat tools, providing the necessary information for your team to begin immediate resolution in the event of an issue. Additionally, you can gain insights into areas of success and improvement with the powerful reporting and analytics included in the application itself.

Communicate clearly and directly through Statuspage

Manage the tide of requests during an incident with clear and informative communications. Leverage Statuspage’s ability to manage subscribers and bulk send consistent messages in your channel of choice.

Atlassian Platinum Partner

iZeno is a Atlassian platinum solution partner.

iZeno, with proven expertise in DevSecOps, Agile Development, and IT Service Management, has joined the Atlassian Solution Partner Program as a Platinum Partner. iZeno has demonstrated the highest standards of certified consulting, implementation and training services for the Atlassian product suite for different industries across the globe.