1 min read

Jira 4's 2.0 UI Makes Issue Tracking Simpler, More Nimble

By Praecipio Consulting on Sep 26, 2009 11:00:00 AM

Australian-based Atlassian debuts Jira 4 today, October 6.

Atlassian first debuted Jira in 2003 as an innovative issue tracking and project management software. As we mentioned in our previous blog Jira - Complexity Made Simple, Jira is a huge asset in enterprise collaboration. It’s completely permission/Java/web-based, highly customizable, and amazingly simple to use.

The key news about Jira 4? Atlassian has worked hard on integrating Web 2.0 capabilities into its latest version– and appears to be most proud of its new, “dynamic” user interface (UI).

  • Jira 4′s home page will feature “click-and-drag” windows showing content the user chooses. It also includes widgets from other websites like Google. For example, a Jira home page may feature five boxes in three adjustable columns: current issues, priority issues, resolved issues, project folders, and local weather (via Google). These five boxes may now be dragged around to any location on the home screen, and color-coded for organization.
  • Jira 4′s search function has been  ”2.0-ified,” so to speak. Now search results pop up below the search bar after each character you type, much like in the “to” box in most email interfaces. This will likely make the search for a particular issue simpler and more efficient.
  • Jira 4′s Greenhopper plugin adds a broad collection of project management capabilities to Jira– great for development teams. GreenHopper represents issues as color-coded “cards,” sorted with what Atlassian calls “drag-and-drop simplicity”– which we consider a powerful organizational capability.

    We highly recommend Jira for your business’ issue tracking and project management processes. Our team is experienced in implementing and using Jira to its maximum potential. Jira 4′s 2.0 capabilities should make using the software more simpler and efficient than it’s ever been before.

    Would you like more from us? Contact us here.

Topics: jira blog bugs enterprise issues library management services technology tracking collaboration help-desk incident-management information infrastructure it itil
2 min read

The ITIL-Based Service Desk

By Praecipio Consulting on Jul 7, 2009 11:00:00 AM

ITIL is divided into three major areas: Service Support (ITIL disciplines that enable IT Services to be provided), Service Delivery (management of the IT services themselves ensuring delivery to customer), and Security Management (structured fitting of security in the management organization).

The ITIL Service Desk is where Service Support happens. Considered the Single Point of Contact (SPOC) for customers, the Service Desk is where customer needs and problems are streamlined—and where customer feedback originates. Many organizations with a large amount of customers have a Service Desk, though some may call it a “Help Desk” or “Call Center.” The difference?

Call centers are meant to handle large amount of incoming (customers) and outgoing (telemarketing) calls, hence the name. Help Desks are meant to handle incidents and issues regarding a specific technology niche of a supported product (internet browser, software, a particular cell phone, etc). Service Desks share some features with call centers and Help Desks—to explain, here’s a list of typical, primary Service Desk functions:

  • Acting as a customer liaison (incoming/outgoing calls)
  • Issue/request tracking
  • Assessing requests and resolving them/referring them to someone who can
  • Informing customers of the status of their requests (after all, every bit of communication with the customer impacts their satisfaction level)
  • Managing the lifecycle of requests (a request should not be closed until the customer verifies it)

These functions are drastically important to any organization with a large customer base—which is logically why developing a sound Service Desk based on ITIL framework is necessary for companies seeking to develop their service desk responsibly. A sound ITIL-based Service Desk will also integrate with other ITIL functions such as Incident Management, Problem Management and so on. Praecipio Consulting’s consulting professionals have rich experience developing and implementing ITIL framework, and seek to help companies go from ITIL theory to the practice of implementing an IT Service Management Solution.

Our first recommendation for companies planning to implement an ITIL-based Service Desk: buy and read thoroughly the ITIL Service Support book, and proceed to educate employees to get key people acquainted with ITIL language to raise the collective state of mind of the organization. Since implementing a Service Desk framework can create vague, undefined issues, it will be important to stress referring to ITIL when questions like these arise; having an adequate level of ITIL literacy among employees during the implementation process is essential so no one is running around with their head cut off.

Adopting ITIL framework is so important because it promotes a standard and integrated way of doing things. ITIL provides a “common language” to facilitate better internal communication and customer relationships. It is hugely beneficial to an organization implementing ITIL to be backed with the guidance and knowledge of someone well-versed in ITIL framework and custom application. Praecipio Consulting is capable of guiding you through the implementation process with a mindful leverage of ITIL best practices and tested experience—as well as developing unique, custom ITIL solutions to best fit your specific needs.

Would you like more from us? Contact us here.

Topics: blog library services technology help-desk information infrastructure itil

Praecipio Consulting is an Atlassian Platinum Partner

This means that we have the most experience working with Atlassian tools and have insight into new products, features, and beta testing. Through our profound knowledge of Atlassian environments and their intricacies, we can guide your organization as you navigate these important changes.


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