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The BEST ITSM Show by Appfire
3 steps for managing IT escalations (and 3 mistakes to avoid)
“3 steps for managing IT escalations (and 3 mistakes to avoid)” Learn more about this on this episode of Appfire Presents: The BEST IT Service Management Show by Appfire. Join Appfire’s product evangelist, Evn Tomeny, and Emily Peet-Lukes as they discuss how to effectively manage IT escalations. Discover the three essential steps to take and learn about the common mistakes to avoid for successful escalation management. By mastering these techniques, you can ensure customer satisfaction and maintain smooth operations within your organization.
How the DIKW model (and a new app integration!) can help you manage SLA data better
“How the DIKW model (and a new app integration!) can help you manage SLA data better” Discover how on this episode of Appfire presents: The BEST IT Service Management Show by Appfire. Emily Peet-Lukes chats with Gorka Puente about how using the DIKW model as well as a new integration of Time to SLA and Dashboard Hub can help you make better decisions around managing your data.
How do you improve IT services and what are the benefits of using AI and automation?
“How do you improve IT services and what are the benefits of using AI and automation?” Find out on this episode of Appfire Presents: The BEST Work Management Show by Appfire. Emily Peet-Lukes chats with Fabian Lim from Contegix, about practical ways to improve IT services and the benefits of using AI and automation.
How do I troubleshoot SLAs?
“How do I troubleshoot SLAs?” Find out on this episode of Appfire Presents: The BEST IT Service Management Show by Appfire. Atlassian expert Rachel Wright explains what to do when your Service Level Agreement (“SLA”) results show inconsistent data or unexpected results. She suggests some things to try and ways to simplify queries and settings to get your SLAs back on track.
What are some common support automations my team can use?
“What are some common support automations my team can use?” Find out on this episode of Appfire Presents: The BEST IT Service Management Show by Appfire. Jira rock star Rachel Wright stops by to explain project workflows that accommodate the back-and-forth nature of support work. We cover some default JSM service workflows used for service requests, and the statuses these include like: waiting for support, waiting for customer, pending, resolved, in progress, canceled, escalated, and closed.
How do I collect approvals in JSM workflows?
“How do I collect approvals in JSM workflows?” Find out on this episode of Appfire Presents: The BEST IT Service Management Show by Appfire. Atlassian expert Rachel Wright gives you valuable advice on collecting approvals in Jira Service Management, things like setting who can approve, getting conditional approvals, best practices and more.
How are service workflows different from other software/business workflows?
“How are service workflows different from other software/business workflows?” Find out on this episode of Appfire Presents: The BEST IT Service Management Show by Appfire. Atlassian expert Rachel Wright explains how Jira Service Management helps teams distinguish between requests for help or “service” and other types of requests. She also goes into how different request types often have specific custom fields, workflows, and settings, and how segmenting requests based on type leverages the most efficient process and collects the right type of information, without sacrificing reporting capabilities.
What is the ‘secret save button’ of the Atlassian World?
“What is the ‘secret save button’ of the Atlassian World?” Find out on this episode of Appfire Presents: The BEST IT Service Management Show by Appfire. Appfire’s own Kelsey LaMastres stops by to talk with Emily Peet-Lukes about how backups and configurations can really save your bacon (metaphorically speaking).
What’s the difference between Jira issues and JSM requests?
“What’s the difference between Jira issues and JSM requests?” Find out on this episode of Appfire Presents: The BEST IT Service Management Show by Appfire. Atlassian expert Rachel Wright joins Kerry O’Shea Gorgone to explain how Jira issues and JSM requests differ, how they work together, and more.
How can non-technical teams use Jira automation?
“How can non-technical teams use Jira automation?” Find out in this episode of Appfire Presents: The Best IT Service Management Show by Appfire. 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.