Executive Summary:Amidst the wave of digital transformation, the "wall" between development and IT operations (DevOps) often leads to delivery delays and disconnected collaboration. As an Atlassian Global Platinum Solution Partner, Dragonsoft brings you the latest insights into connecting development, operations, and business teams via the unified Jira Service Management (JSM) platform. This article explores 6 core methods—including standardizing requirement intake, automating change management, and leveraging AI-driven incident response—to help enterprises break down information silos, minimize risks, and comprehensively accelerate software delivery and service management.
As every business is becoming digital-centric, high-quality software development is more important than ever. Development and engineering teams play a critical role in delivering customer value, revenue growth, and competitive differentiation.
However, while they are under pressure to ship more digital products and services faster, teams face challenges such as inefficient handoffs, extended lead times, and limited visibility from pipeline stages to final delivery.
To improve productivity, decrease time to market, and respond to incidents faster, development and engineering teams must prioritize and streamline the flow of work that matters while increasing visibility and collaboration with other teams, especially IT operations. Here are six ways to supercharge developer workflows with Jira Service Management:
Table of Contents
1.Unite development, IT, and business teams on one industry-leading platform
2.Streamline development work intake and prioritization
3.Create shared visibility into customer requests
4.Deploy changes faster while minimizing risk
5.Accelerate incident response and collaboration
6.Unlock visibility across teams with asset and configuration data
1.Unite development, IT, and business teams on one industry-leading platform
For many organizations, Atlassian has become the platform that unifies and accelerates work across development, IT operations, and business teams. Built on the same platform as Jira, Jira Service Management is uniquely positioned to help development teams provide more value to their customers by streamlining the intake of work, deploying faster while minimizing risk, and accelerating incident response with IT operations.
And because you’re on a single platform,developers, IT operations, and support teams have a shared view of every issue from start to finish. Collaboration is made easy—all issue context is visible, so there’s no need to hunt down details in other tools.
“We’ve really seen the value of being able to funnel requests into a central location, from both recording it to see trends and to streamline the workflow. It’s been a really positive cultural shift.”
Jeff Lai - Internal Infrastructure - Canva.
Don’t just take our word for it, analysts have recognized Atlassian as a leader
Gartner
2024 Magic Quadrant TM for DevOps Platforms
“Atlassian has effectively integrated Jira, Jira Service Management and Confluence to provide a platform that enables DevOps teams to collaboratively manage their work. Atlassian’s customers find that these tools become a core part of their way of working.”
FORRESTER®
2023 WaveTM for Enterprise Service Management
“Atlassian’s differentiated vision is to offer a comprehensive and integrated suite of tools that seamlessly connects development, IT, and business teams to foster enhanced collaboration and workflow efficiency across the entire service delivery lifecycle.”
2.Streamline development work intake and prioritization
Developers use Jira Service Management as a single source of truth to streamline work intake. This enables them to classify and prioritize work before it hits their backlogs and allows for proper resource allocation. Jira Service Management’s customizable self-service portal makes it easy for customers to report bugs, feature requests,incidents, and other development-related requests. Teams can also utilize dynamic forms to build user-friendly request screens to capture relevant information up front and eliminate time-consuming back-and-forth conversations.
Beyond the customer portal, Jira Service Management provides multichannel support to make it easy for your customers to ask for help. Whether through chat, email, or an embeddable widget, you can meet people where they work every day. And by adding the AI-powered virtual service agent and integrated knowledge base to their service desk, developers can automate support interactions and provide exceptional service at scale.
3. Create shared visibility into customer requests
Collaborators play a crucial role in enhancing the efficiency and effectiveness of development teams working alongside IT operations. A collaborator is a licensed Jira user who does not have a Jira Service Management license, but they can provide invaluable support by facilitating communication and collaboration between internal teams. By allowing developers to view issues, comments, and attachments and add internal comments in Jira Service Management, they can share insights on customer requests and help streamline the troubleshooting process, leading to improved service delivery and customer satisfaction.
“I knew tickets would need to switch back and forth from the DevOps team to Engineering. [The new solution] also needed to be easy to set up and flexible to customize. The developers are already using Jira, so it didn’t make sense to use another tool for service requests that needed integrations.”
Ken Siskind - Engineering Program Manager - Toast
4. Deploy changes faster while minimizing risk
Lighten your development team’s workload with automated change risk assessments and advanced approval workflows. With Jira Service Management, teams can increase the visibility of deployments by automatically surfacing recent changes to operations teams, enhancing efficiency and collaboration while reducing risk to the business. Dev teams can use deployment tracking to automatically create change requests when initiating deployments to selected services, and with deployment gating, teams can allow or prevent deployments at specific points in the change management process by connecting a CI/CD tool such as Bitbucket, Jenkins, or GitLab.
“Jira Service Management gives us more automated change management workflows that are well connected to development work. It’s one of the more elegant workflows that I’ve seen.”
Josh Costella - Senior Atlassian Solutions Specialist - Nextiva
5. Accelerate incident response and collaboration
Empower dev and ops during an incident by centralizing alerts, notifying the right people, and enabling them to swarm and take rapid action. Jira Service Management offers customizable on-call schedules, alert routing rules, and escalation policies so teams can handle alerts differently based on their source and urgency. Major incident escalation in Jira Service Management enables dev and ops teams to swarm via incident conference calls and ChatOps integrations with Slack and Microsoft Teams. And with the incident investigation view, incident responders have a single source of truth where they can review recent code deployments from integrated CI/CD tools to further aid in identifying potential root causes of deployment-related incidents.
Plus with new AIOps features in Jira Service Management, teams can prioritize critical alerts through AI alert grouping, involve relevant dev and ops members using AI-generated incident summaries and timelines, and streamline post-incident review generation to facilitate learning and prevent future incidents.
6. Unlock visibility across teams with asset and configuration data
Jira Service Management Assets helps development, IT operations, and business teams manage their assets and related configurations in one central location. It uses a federated approach by integrating multiple data sources into a comprehensive and adaptable repository that evolves alongside your business needs, ensuring your asset information remains accurate and up-to-date. This versatile solution helps prevent system disruptions, maintains security and compliance, and optimizes costs. Assets empowers organizations to streamline their operations, make data-driven decisions, and stay ahead in today’s dynamic business landscape.
Trusted by over 55,000 organizations globally, Jira Service Management has become the core engine driving DevOps implementation and Enterprise Service Management (ESM) transformation.
As an Atlassian Global Platinum Solution Partner, Dragonsoft not only provides official licensing and professional delivery for the entire Atlassian product suite—including Jira Service Management, Jira Software, and Confluence—but also boasts an experienced team of senior consultants. We specialize in tailoring agile development and integrated ITSM/DevOps solutions that align with local development practices for enterprises in Greater China, helping your team break down information silos and accelerate product development.
Unlock Your High-Efficiency Collaborative Workflow Today
If you want to experience the latest AI features of Jira Service Management, or plan to optimize the collaboration workflows across your R&D, operations, and business teams, contact the Dragonsoft expert team today. We provide a comprehensive, one-stop service ranging from product demos and trials to implementation, deployment, training, and custom development.
