ITSM and Service Mangement Engagements

E7 played a key role on helping us move from Ivanti Heat Cloud to Atlassian JSM. They helped us translate what we had into what we can do in JSM. We not only met what we had in our old system, we started day 1 with a capabilities that we never had prior!

Robert DeSantos

Vice President, Infrastructure and Workplace Solutions, TotalWine

Service Management: ITSM and Beyond

ITSM Engagements

Focuses on optimizing IT service delivery, ensuring IT infrastructure and services are aligned with business needs. This includes incident management, request fulfillment, change management, and more, aimed at enhancing IT's support of business operations.

Going Beyond IT

Expanding the scope of service management beyond IT, and applying similar principles to other departments such as HR, Facilities, and Legal creates a better experience for your customers. This approach, sometimes referred to as Enterprise Service Management (ESM), aims to improve internal service delivery, fostering efficiency and collaboration across the entire organization.

Primary Benefits

Enhanced Cross-Departmental Collaboration

Break down silos and foster a culture of collaboration across all service domains, ensuring seamless service delivery that meets the diverse needs of your organization.

Improved Service Experience

Deliver a consistent, high-quality service experience to both employees and customers, enhancing satisfaction and loyalty.

Increased Efficiency and Productivity

Automate routine tasks and workflows, freeing up valuable time for your teams to focus on strategic initiatives and improving overall productivity for IT and the wider enterprise.

Scalability and Flexibility

Easily adapt and scale your service management practices meeting the changing needs of your business, ensuring you remain agile and competitive.

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What’s Included

Our Service Management engagements will ensure a successful ESM implementation for your organization.

Onboarding and Project Kickoff

In this initial phase, we work together to set the vision and goals for what you want to achieve. We're here to listen, understand, and align with your ambitions, crafting a strategic roadmap and actionable plan that paves the way for your success. With your insight, we identify the essential tools and resources, laying the groundwork for a partnership that transforms challenges into triumphs.

Comprehensive Service Management Strategy Development

Your current landscape holds untapped potential—our role is to help you discover and harness it. Through our discovery workshops and assessments, we spotlight the opportunities for growth and areas for enhancement. With our analysis and tailored recommendations, you're equipped to make informed decisions that realize your objectives. Our comprehensive plan becomes our collective blueprint for action.

Environment Prep

Before the action begins, you'll see us setting the stage for your transformation. We prepare your Jira Service Management (JSM) environment and establish Marketplace Apps to ensure a seamless transition. This preparatory step guarantees that every requirement is fully realized, marking the readiness for a successful launch.

Customized Setup and Configuration

With your unique service vision in mind, we tailor the JSM instance and Marketplace Apps to become extensions of your operational excellence. From configuring service projects that reflect your service delivery projects to designing a help center that embodies your brand identity, every step is taken to empower you to deliver unparalleled service experiences.

Data Migration

Data Migration ensures a seamless transfer of your valuable data into Jira Service Management (JSM). This optional step is integral for clients seeking a smooth transition from other service management platforms to Jira Service Management. We’ll ensure your historical data is preserved, accessible, and loaded into your new environment.

Knowledge Transfer

Knowledge is your power, and our training sessions are designed to unlock it. We equip your Admins with an in-depth understanding of the new JSM Portal's features and capabilities, enabling them to manage service projects, customize the help center, and leverage Marketplace Apps effectively. This empowerment ensures that your team is not just prepared but proficient in using the portal to elevate service delivery.

Support

Your journey to the go-live event is backed by our unwavering support, ensuring a smooth transition to success. But our commitment doesn't end there; we remain by your side, ready to assist with any challenges that arise. This ongoing support underscores our dedication to not just meeting but exceeding your expectations.

Client Success Manager

At the heart of our approach is a profound commitment to your success. Our Client Success Managers (CSMs) are champions of your journey, dedicated to ensuring your satisfaction and long-term achievements. This partnership is more than service; it's a continuous pledge to support, advocate, and contribute to your enduring success.

How it Works

Our experts will work with your team to ensure alignment so you can focus on delivering your best and most meaningful work. The process typically looks like this:

Strategic Planning and Environment Preparation

E7 collaborates with your teams to understand your goals and challenges and develop a strategic plan outlining the steps to achieve desired outcomes. We also prepare the environment, setting up the Jira Service Management (JSM) instance and necessary Marketplace Apps, ensuring everything is ready for a seamless implementation.

Customization and Strategy Execution

Through an in-depth assessment, E7 identifies gaps and opportunities, delivering a detailed strategy with actionable recommendations, scorecards, roadmaps, and timelines. This phase includes customizing your JSM instance and service projects to align with your service delivery requirements, all while ensuring your brand identity and customer expectations are met.

Training, Support, and Continued Success

E7 then provides training to maximize your new JSM Portal while providing support to ensure a successful go-live event. Our Client Success Managers remain dedicated to your long-term success, offering continuous support, advocacy, and education to ensure not just transactional success but a partnership aimed at achieving your overall business objectives.

Enhance Cross Team Collaboration and Level Up Client Service Experiences ITSM and Service Mangement Engagements