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Optimize ITSM processes using Jira and Confluence

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Anastasia Sarana
Posted by Anastasia Sarana
February 12, 2021

Every company aims to release unique and useful products or services in its niche, to show its advantages to their competitors. Still, not all companies survive some critical moments for the market, like the 2020 lockdown, or financial crisis. The key is in competent planning of the company’s infrastructure and optimization of all business – it makes the company prepared for most unexpected situations and helps survive during an unfortunate period for the market, as well as organize unstoppable product release, using available resources at 100% and minimizing costs.

What is ITSM?

This is not just another framework, but a complete system for managing IT processes in a company: managing projects, tasks, resources, changes, knowledge, etc. All the best practices for managing IT processes are thoroughly collected in the ITIL library. Initially, the ITSM practices were applied only in technical departments, now they can be applied successfully at any department and any team. With the right tools and practices, you can optimize business management of any size: banks, universities, service companies, retail, goods manufacturing, and even large industrial and logistics companies.

What are Jira and Confluence for?

ITSM is an established system that is easy to implement with Atlassian tools.

Jira Service Desk (Jira Service Management) is required to ensure the interaction of employees with the company’s customers through a ticket system, a call center, and an IT service request portal.


In Jira Software, you can plan and track all phases of a project, and link tickets from Jira Service Desk to integrate user feedback into the development process.


Confluence is needed to create a knowledge base and a customizable portal where customers can find answers to their questions without having to go to IT professionals. The knowledge base helps you deal with incidents faster and prevent problems.

Needless to say, a magic one-size-fits-all solution for all companies just doesn’t exist. Fortunately, all Atlassian tools are flexible and easy to customize by plugins and add-ons or integrations with other software.

Using this combo, most of the requests and issues can be solved without specialist help, and due to effectively optimized workflows, even a small team can handle a large number of tickets.

How to create request and project management system from scratch in a week

Globaltechexport LLC is a large Russian company specializing in creating, supplying technical equipment and the construction of turnkey oil and gas facilities. To keep its position in the market, the company decided to implement an automated system for working with external clients.

The system should register and manage incoming customer requests, track all stages of project work, and provide access to technical information at the request of the customer through the search bar.

What we did:

  • Developed a complex infrastructure based on Jira and Confluence;
  • Customized the tools according to the company’s requirements using Project Attributes plugin (to add all the project’s features and organize them into different categories), Project WBS (to divide work into short iterations using Gantt charts) and Tempo Timesheets (to track employees’ working time).

As a result, every step of a company’s workflow is planned and tracked in Jira, and all the requirements, standards, and technical specifications required for engineering work are collected in a single source of truth in Confluence, making the work much easier.

Ensure business efficiency with well-organized  IT infrastructure, hardware and software

Our experts analyze the current infrastructure and offer the best solution to match all business needs. We cover any step to your new service desk.

Let’s discuss your project now! 

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