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 can non-technical teams use Jira automation? [Episode 18]

Daniel Alonso of Trundl, Inc., explains how non-technical business teams like HR and legal can use Jira automation to streamline on-boarding, off-boarding, approvals, and more. Daniel Alonso is Sr. Atlassian expert at Trundl Inc., an Enterprise Platinum Atlassian Solution Partner focused on empowering development and business teams with Atlassian Solutions. https://trundl.com/ https://www.linkedin.com/in/danielluevano/

Previous episodes

Episode 17

 

What is the XY problem (and how do I solve it)?

P3express.com founder Dmitrii Ilenkov joins Appfire’s Kerry O’Shea Gorgone to talk about the XY problem. We cover what it is, why it throws a wrench in the works for IT service management and project management (and even healthcare), how to identify this issue, and how to address it.

Episode 16

 

What is incident management in ITSM, why is it important, and how can I do it right?

Nick Nader of Isos Technology joins Kerry O’Shea Gorgone to explain incident management in ITSM: what it is, why it matters, and how to do it. We cover the definition of incident in the IT context, then dive into how you can set your organization up for success through planning, technology, and communication.

Episode 15

 

How do I handle a release and testing pipeline with zero downtime and on time?

Appfire’s George Dinkov explains how to get from testing and staging to release with zero downtime. He talks about how setting up proper environments helps to ensure that everything is consistent, so you can build a process for continuous improvement.

Episode 14

 

What is Knowledge Management (and how do I do it)?

Atlassian consultant Nick Sommerfeld of Isos Technology explains Knowledge Management: what it means in the context of IT and how it helps to free up the time IT puts into addressing common requests (even complex ones).

Episode 13

 

What is IT Asset Management (and how do I do it)?

Rodney West of Isos Technology explains IT Asset Management: what it is, how to effectively do it, and what kinds of tools you need in your technology stack to keep things tickety boo.

Episode 12

 

How did CBS Marketing streamline their promo spot production process?

Atlassian consultant Ian Cooperman of Isos Technology explains how CBS streamlined their promo spot production process and got a much clearer picture of work-in-progress by enhancing Jira’s native functionality through app integrations.

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: 2022-11-22

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