The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.

How did CBS Marketing streamline their promo spot production process? [Episode 12]

Atlassian consultant Ian Cooperman of Isos Technology joins Kerry O’Shea Gorgone to talk about how CBS streamlined their promo spot production process to address gaps in functionality, and bring in processes taking place outside the system (requests coming in via email, assets being shared as attachments, information tracked through spreadsheets…you name it). Ian explains how CBS was able to get a much clearer picture of work-in-progress by enhancing Jira’s native functionality through app integrations.

Previous episodes

Episode 11


How do I streamline our service desk processes?

Appfire’s Faith Nyamande talks about how streamlining service desk processes boosts visibility into workflows and helps you scale, how it improves the end-user experience, what’s required, and how to get started.

Episode 10


What’s the difference between Jira Service Management (‘JSM’) and Jira Software?

Jira rockstar Rachel Wright explains Jira Service Management (“JSM”) vs. Jira Software. We cover feature differences between the two, who should use each program, and some other Jira options that might work for you depending on the work you and your team do.

Episode 9


What is Enterprise-Service Management (ESM)?

Faith Nyamande explains the difference between IT Service Management and Enterprise-Service Management and shares examples of what each looks like. Then we cover the benefits of ESM and how to implement it at your organization.

Episode 8


How do I manage Service Level Agreements (SLAs)?

Onder Ozcan talks about Service Level Agreements: what they are, who they’re for, and how to manage them in Jira Service Management and Jira Software.

Episode 7


How can I increase agent productivity when using Jira Service Management?

Appfire’s Vasiliy Kizhaiev joins Kerry O’Shea Gorgone to talk about how automating mundane tasks can make your ITSM team more productive.

Episode 6


How do I design user friendly support forms?

Rachel Wright talks about how to design support forms that are user friendly. We get into the process of setting up support forms, and Rachel offers valuable tips.

Episode 5


What does change management have to do with ITSM?

Rachel Wright talks about change management and ITSM. What if a customer request requires a change to a system or application? Rachel shares valuable advice.

Episode 4


How do I reply to customer feedback at scale?

Rachel Wright talks about how you can reply to customer feedback at scale. She explains how to set up processes for handling customer feedback so you don’t miss the opportunity to improve (and so customers don’t feel ignored).

Episode 3


How do I protect customer data when collecting feedback?

Rachel Wright shares some cautionary tales (and tips on how to avoid turning into one yourself), and address what information is safe to put in your applications.

Episode 2


What should I do before I build the customer feedback form?

Rachel Wright talks about customer feedback forms: how make them easy to complete, user friendly, and how to ask the right questions. We get into what field types you use to collect data, and a few things to avoid.

Episode 1


How do I use tools to collect and manage customer feedback?

Rachel Wright talks about how you can use tools to make sure your organization is using (and responding to) customer feedback to improve your product or service.

Last updated: 2022-08-04

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