Temps de lecture: ~ 7 min.

Reading time: ~ 4 min.

• Data access governance: integrates with access control systems to enhance security;
• Business intelligence tools: enables seamless data transfer for analytics purposes;
• Data transformation tools: prepares data for application across various platforms;
• Data cataloging: syncs with data inventories to maintain consistency;
• Remediation tools: supports automated issue detection and resolution.

Reading time: ~ 5 min.

• generate content
• summarize information
• support search
• suggest solutions
  

It has been launched in December 2023. It can analyze data of your team providing an effective support across many Atlassian products as Confluence, Jira Service Management, Jira Work Management,...

Let's check out how Atlassian Intelligence can re-shape the workflow of your team taking a look at these six examples.

You just can type (in natural language) a description of the user issue. 

Atlassian Intelligence gives a suggestion about the most suitable request type: in this way the ticket can be assigned immediately to the team in charge. As a result, you manage the tickets more quickly and with a higher level of customer satisfaction.

If you look at the screenshot below, you notice that a user reported a problem connecting to Wi-Fi. What the agent has to do is simply typing this into the description on the request screen, marking the text and then clicking on the AI button to get the suggestion:

You can update the user with the information and then go on chatting with AI to get the right solution.

We all know how it is critical for an organization to have an up-to-date and upgraded knowledge base: but its maintenance is not effortless.

The analysis of the conversation between customer and agent when the ticket is closed (solved) can provide interesting information that can be re-used in future. AI can track and suggest the most important parts to put into knowledge base content.

This is time-saving for the efficiency of agents performance and in the meantime makes sure that you don't lose precious information that can improve the quality and effectiveness of the available solutions in your knowledge base.

Let's assume that an agent solved a password reset issue and closed the ticket: AI will check the conversation and extract the content useful to create a knowledge base article about «How to reset a password».

Let's assume that we get a long and complicated ticket titled as «The compliance with DORA regulation is needed» and its description is particularly verbose.

We have to summarize it, a task that is high time-consuming. The AI «ticket summary» feature generates an excerpt of the ticket, with highlights on the most relevant details and action items.

AI can help to speed up the management of the issue, dispatching it to the person in charge of.

AI provides you a suggestion of summary that can be used to fill the description:

It is no mystery that customer service needs to provide useful answers according to the context, with the right «tone of voice» and this can be very time-consuming.

AI can support your team suggesting the right tone adjustment for the text on a reply. This is made possible by a feature that checks your answers and then offers different tone adjustment suggestions (for example, empathetic in case of frustrated users; informative, if you need to reply to knowledge-seeking users).

Let's take a look at this image to figure out how the AI can suggest to an agent the way the text of the answer can sound empathetic:

With the help of AI, you can get new useful suggestions to revise the answer:

Imagine that a virtual assistant joins your ESM (ITSM) team supporting your colleagues. This support agent can operate 24/7/365 giving answers to (frequent asked) questions, prioritizing and categorizing tickets as well as solving easy issues.

With the help of natural language processing, the virtual agent can understand the requests it gets from users and then suggest useful responses. This will unburden your colleagues and improve the performance in terms of First Call Resolution.

Let us assume that a user is in need of resetting his/her account password. The virtual agent will help him/her to set a new password, step by step, without involving your colleagues during the process.

Let's take a look at this scheme to better understand how the process can be managed by the virtual agent (in this case, Atlassian Intelligence):

Reading time: ~ 4 min.

Temps de lecture: ~ 4 min.

Reading time: ~ 5 min.

• boost the potential of retention;
• improve the personal engagement;
• improve the working performance;
• increase the employer branding.
  

From a business perspective, we can get:

• better cultural fit between the company and the employees;
• better business success over time.
  

We have to keep in mind that HR processes – and in particular on/offboarding – managed according to the old-school way can:

• be tricky
• lead to errors
• take considerable time 

To match in the best way the needs of new hires and management, we should focus on a forward-looking solution provided by the ITSM (or better ESM): a ticketing system.

Think about the ticketing system as a kind of hub where you can collect and track all the service requests. No more need to send e-mails, get into phone calls or maybe worry about messages that can get lost.

On the ticketing system, taking advantage of a great designed UI that provides a superior quality user experience everyone can interact at a glance. All the stakeholders can focus on the same resources and understand easily what is happening (and has happened), checking the informations and data in one place.

With the help of an enterprise service management application your new colleague could log-in into this user-friendly platform as soon as the contract has been signed and submit the request of the work tool or items.

The ticketing system makes possible to save time and gains efficiency, granting to you and your new hire to check the the request status updates in real-time. This means that even the smallest trouble will be immediately located and quickly addressed.

We should keep in mind that this efficiency can be reached even during the offboarding process management. The settings of the ticketing solution can be arranged to manage the automated workflow triggered by the notification of us manage the automated workflow triggered by the resignation notification.

The ITSM tool can easily coordinate the return of tools (i.e. smartphone, computer,...) preventing the loss of any item. At that time, the platform can help to collect the feedback of the resigning colleague, setting up an integrated exit interview on the ticketing system. This can help to improve the onboarding process and global UX of the next new hires.

Companies can clearly take advantage from the implementation of an enterprise service management solution that uses only one platform, without the need to install and maintain a lot of different systems as well as provide education to the end users (that have to deal with many different UI).

The enterprise service management solution supports you on manage the service requests from all the departments of your company (not only HR, but also facilities, IT, procurement,...) increasing the efficiency.

Tools as Atlassian jira Service Management are the turning point for teams that want to analyse request trends and find room for improvement thanks to data and reporting, optimizing the processes and managing in an effective way the allocation of resources. Not only the resolution times will be shortened and the processes will become easier but also the communication will be more effective and transparent between all the stakeholders.

Let's take a look at this scheme to better understand the improvement of processes quality and efficiency we can get from the adoption of a ticketing system:

Let's resume in this ending part of our post all the steps we should follow and focus to avoid the risk of adopting an outdated ticketing system that doesn't match the enterprise service management vision.

First of all, we need to make a self-assessment of our current situation. ITIL4 provides us the guiding principles to setup a robust framework for our self-assessment:

1. Focus on value: check which are the pain points on on/offboarding processes. These can help us to outline and locate inefficiencies, bad time cost performances, waste of resources and frustrations on the employees experience.
   
2. Set a point of departure: we can't implement a whole modernisation in a breeze. We first need to understand which can be the quick wins where the enterprise service management solution (automation) enhance the quality of processes. The high-volume and repetitive tasks offer some room to get improvements (i.e. card access request, laptop provisioning).
   
3. Support collaboration and transparency: engage all the stakeholders across the departments (HR, IT, facilities, etc.) and ask their support during the assessment and implementation phases, adopting an enterprise service management perspective. We should commit on making clear which are the benefits and goals to everyone, thanks to an open communication and transparency.
   
4. Follow an iterating progress valorizing feedback: we need to consider that the implementation of the ticketing system should follow an iterative approach, gathering feedbacks from the stakeholders and using a data-driven approach to improve the quality of processes.
   
5. Define our roadmap and implementation strategy: the roadmap should make easier and smoother the transition to our new system. We can define our roadmap and implementation strategy to support successfully the transition to our new ticketing system according to these sequence of steps:
   

We have to keep in mind that the successful implementation of our enterprise service management solution to the HR processes management lie on:

• initial small-scale implementation, with a smooth launch;
• scaling following a gradual approach, with the help of a well focused scope, feasible timelines and proactive and transparent management of expectations vs reality (results of implementation).
  

It has to be said that the choice of the best fitting ticketing system for our organisation is crucial. We can take into consideration popular apps as Jira Service Management, Jira Work Management, Freshworks, Zendesk an ServiceNow: all provide robust solutions and features as well as great scalability.

To evaluate the best product for our company we can adopt parameters as ease of use, integrations and obiouvsly budget too. Don't forget to focus on new hires and seasoned colleagues alike, as we want the first ones to develop professionally as well.

Reading time: ~ 3 min.

If we reflect on the others ISO standards we can put in relation with this ISO/IEC 27035-2, we can easily find out these ones:

• ISO 27001 Information Security Standards (in particular Appendix A);
• ISO 20000-1 Services (clause 8.6.1 incident management)
• ISO 22301 Business continuity.

Reading time: ~ 3 min.

If you think about information security incident management, you can of course immediately put it in direct correlation with the data breaches requirements set by the law on data protection as the European General Data Protection Regulation or the Swiss Federal Act on Data Protection.

Reading time: ~ 1 min.