Blog

3 min read

What To Avoid When Building Your Confluence Knowledge Base for JSD

By Rebecca Schwartz on Jun 10, 2020 12:30:00 PM

Building a successful Jira Service Desk requires a lot of moving parts. It can be difficult to find the perfect balance between ease of use for your agents (those who work on requests) and your customers (those who submit requests). One of the most important ways of achieving that balance is to create a great Confluence Knowledge Base (KB). If your articles are relevant, concise, and easy-to-navigate, your customers can avoid submitting a request, giving time back to both the customer and agent. Below are some common mistakes to avoid as you work towards creating your ideal Confluence Knowledge Base that is a reliable, single source of truth for your agents and customers.

Continue Reading
4 min read

How Samsung does lean ITIL® with Jira Service Desk

By Praecipio Consulting on Oct 13, 2017 11:00:00 AM

October 12, 2017

This is a guest blog written on behalf of Jack Harding, IT Consultant at Praecipio Consulting and Larry Brock, IT Chief of Staff at Samsung Austin R&D Center and Austin AUG Leader. Based on their presentation “The Power of Process: How Samsung Implemented ITIL” at Summit San Jose 2017.

Continue Reading
7 min read

Seen It, Solved It: Jira Service Desk for ITIL

By Praecipio Consulting on May 4, 2016 11:00:00 AM

Growth Through Change 

"Organizations that do not or cannot evolve will not last." In the business world, change is constant and necessary, especially when it comes to meeting the dynamic needs of customers. ITIL, or Information Technology Infrastructure Library, is a methodology that helps organizations effectively manage change while putting the customer at the center of the process. ITIL prescribes processes to ensure the customer's needs and requests are handled with ease – from acknowledgement of an issue through the application and evaluation of the solution. One of the greatest values of the ITIL methodology is that it embeds continual improvement into the process. The ITIL framework can be leveraged by anyone, including non-technical teams, to better manage change and serve customers. Atlassian's fastest growing product, Jira Service Desk, facilitates ITIL adoption in an organization by encouraging traceability, collaboration, and reporting. 

Continue Reading
5 min read

All-Star Incident Management: How to Be Like Mike

By Praecipio Consulting on Mar 21, 2016 11:00:00 AM

The best teams sync with each other. Think of the intangible magic conjured by the Championship-sweeping Chicago Bulls of the 90's, helmed by Michael Jordan. They ran their offense to perfection, playing to the strengths of each team member and executing each step in perfect rhythm to put points on the board. Any member of those teams will tell you their success came not only from having high-performing people but from working together within an established offense, or process. Because they bought in and trusted the process, each team member knew his responsibility at all times. The team ran time-tested methodologies for getting the win, adjusting as needed after analyzing the other team's strategy. Basketball is all about strategy, process, and teamwork.


Continue Reading
5 min read

Expert Tips to Enhance Collaboration

By Praecipio Consulting on Oct 30, 2014 11:00:00 AM

While I may have seen Lord of the Rings, I've recently become keenly aware of my overall lack of knowledge around the ins and outs of the franchise. After creating a would-be "one does not simply" LOTR meme related to a new Atlassian product release, I HipChatted the idea to a co-worker for review. The following is the actual conversation that ensued:
 
Continue Reading
4 min read

The Future of Atlassian: Blowing Minds at Summit '14

By Praecipio Consulting on Sep 17, 2014 11:00:00 AM

Make a list of all the things you'd like to see in new and existing Atlassian products. Dream big. Get thoughts from other Atlassian users. Then- build, test, deliver and repeat. No, this isn't the Atlassian version of Willy Wonka's Chocolate Factory.

It's the future of Atlassian- and your mind will be blown!

Continue Reading

Upcoming Webinars

Past Webinars

Case Studies

Blog