IT Service Management (ITSM)

On the basis of IT Service Management (ITSM), (business) processes can be improved in terms of customer and service orientation – the use of the right tools and the structured structure of the IT department are important here. catworkx follows the approach of avoiding dependencies and optimizing response times in the event of disruptions or change requests with the help of Atlassian tools. The aim is to guarantee the availability of IT services visible to the customer. The focus is on maximum transparency.

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Why implement IT service management with Atlassian solutions?

  • Create a clear, intuitive portal for each detector
  • Support two language worlds independently of each other: ITILv3 vs. “Forgot my password”.
  • Increase service productivity through automatic dispatching
  • Ensure compliance with service level agreements based on metrics
  • Save time on ticket prioritization with automatic ticket queues
  • Resolve inquiries before tickets are created with a living self service

What do you get from catworkx?

  • Summary of the objectives, road map and effort estimate in a project profile
  • Tested and evaluated requirements within the framework of a functionality matrix
  • Iterative modeling of your requirements on a prototype system
  • Connection of a user directory service (e.g. Active Directory)
  • Scalable configuration of Atlassian Tools & Apps
  • Conception & transfer of data from legacy systems
  • Interfaces to external systems (e.g. OTRS, Nagios)
  • Consulting and support from piloting to roll-out

How does catworkx go about this?

  • In four phases – analysis, implementation, testing and roll-out
  • Central Control vs. Flexibility – Standardize workflows and customize data masks
  • Modeling primarily in the standard
  • Apps when multi-valued
  • Customizing, if inevitable
  • Iterative and partnership

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