Welcome, everyone to our third “Monthly Atlassian News”! Why are we doing this? You might know that the Atlassian website is so complete, that finding information can be a big challenge😵 So… we decided to do the dirty work for you and summarize all the latest features and news from the Atlassian ecosystem every two…
Read MoreGiven the rapidly evolving business landscape, advancements in technology, and the increasing expectations of customers, companies must adopt a mindset of business agility, and Enterprise Service Management (ESM) represents a solution for companies striving to maintain competitiveness in the market. 💡 Enterprise Service Management is the extension of IT Service Management (ITSM) principles outside of the…
Read MoreWelcome, everyone to our second “Monthly Atlassian News”! Why are we doing this? You might know that the Atlassian website is so complete, that finding information can be a big challenge😵 So… we decided to do the dirty work for you and summarize all the latest features and news from the Atlassian ecosystem every two…
Read MoreUnleash is an event powered by Atlassian, which aims to bring together partners, customers and Jira enthusiasts in one single location. The event took place on February 9th in Berlin… and I was there! Berlin’s event, Unleash, was mainly dedicated to empowering agile & DevOps teams, therefore mainly focusing on Jira. The day started with…
Read MoreGartner said it in 2020, but how is it going? Lets’ take a look at some statistics… The pandemic has forced companies to adopt an Agile approach, especially in order to improve communication among distributed teams. Teams in the software industry have seen an increase in Agile practices from 37% to 86%2. Therefore, most companies…
Read MoreThis is Jim. Jim is an IT manager working for a company based in London. His company has been using Jira for maaaaaany years. He is quite happy with the tools and has experienced better communication within his and other teams, faster delivery times, and a greater UX as a consequence. It’s the middle of…
Read More“Culture eats strategy for breakfast” … Peter Drucker, the management guru, said it ages ago…and Scott Farquhar, Co-Founder and Co-CEO at Atlassian, repeated it in the opening keynote at the Atlassian Team ’22 in Las Vegas (April 5th-7th). Atlassian Team is an annual meeting about Agile & DevOps, ITSM, culture, and work management, where the…
Read MoreHave you ever wanted to open a ticket in Jira Service Desk when NetEye 4 highlights a problem? Here’s a recipe for connecting NetEye 4 to Jira Service Desk Cloud.
Preparation Time: About 20 minutes
Difficulty: Easy
Ingredients …
Enhancements Filtered ticket-view for service owner, manager and service watcher: service owners can see only tickets opened of services on which they have the owner role. Restricted company-ticket-view to available services: customer can see only tickets relative to services they were enabled to. [more details here] Filter services shown to agents: realize multi-tenancy based on services….
Read MoreIn EriZone, processes that require the involvement of multiple responsible persons and different competence centers are often implemented by using the concept of child ticket. Child tickets are independent tickets that are created from and linked to their so-called parent tickets. Depending on the specific use case, it is possible to copy data and properties…
Read MoreThe Creation of a Service Portfolio During the Service Strategy in ITIL, before starting with the redaction of a Service Portfolio it is important to obtain a wider overview of the Company Services that are recognized by the Business independently on their state of implementation: No longer offered: where do we come from? Currently active and…
Read MoreYesterday we took part in the Open Source Conference held in Padua. Andrea, during his speech, outlined the strengths of an Open Source strategy for the IT services management through the adoption of NetEye and EriZone. The IT System & Service Management solutions presented during the event represent a real opportunity for the evolution of…
Read MoreWould you like to understand the potential of the ITIL processes implemented with EriZone/OTRS ? Or do you want to deepen your knowledge in the End User Experience monitoring? Or are you curious to know what will be the future development of Nagios as an open project ? On April 11th, at the Würth Phoenix…
Read MoreWith EriZone we are proud to present you our new IT Service Management offer based on OTRS, the leading Open Source Help Desk and Ticketing solution. EriZone develops and manages IT service processes following the best practices provided by the IT Infrastructure Library (ITIL). Cost optimization, the focus on critical business processes and on customers’ requirements are forming…
Read MoreThe OTRS AG group released a new beta version of OTRS 3.2. We will try out and review the new beta version very soon; for now, we will briefly introduce the main functionalities offered by this new major update, whose final release is planned for the end of January.Customer Information Center In order to improve the…
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