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ITIL\ITSM Integrations for Support Teams

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Home    —    ITIL\ITSM Integrations

What is a strong support team?

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A single point

Incidents, changes, reports, feature requests, and… you name it

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Bridging gaps

DevOps best practices make customer requests become features and fixes

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Focusing on value

The support team ensures resolution for every incident and problem

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Interactions

With service catalogue and robust SLAs based on customer expectations

Based on ITIL Service Strategy

The ITSM-enabled system to interact with customers and manage requests:

  • Set up as a quick response tool for all types of customers.
  • Automates assignments,and resolvement of incidents.
  • Measures customer satisfaction.
  • Defines SLAs and prevents agreement violations.

The ITSM-enabled system to interact with customers and manage requests.

  • Set up as a quick response tool and self-service portal for all types of customers.
  • Automates assignments, prioritization, escalation, categorization, and resolvement of incidents.
  • Measures customer satisfaction through simpler feedback collection and team efficiency through detailed reports with time tracking.
  • Defines SLAs and prevents service level agreement violations.
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Enhance support
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Why Jira Service Desk?

ITSM-enabled
Affordable
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apps and plugins

We implement this product this way:

Install

For create a new infrastructure based on Jira Service Desk.

Migrate

Move your data and teams to Jira Service Desk from any service software.

Customize

Introduce changes to the source code to extend the feature set subject to your requirements.

Integrate

Make Jira Service Desk seamlessly work with your current software and corporate infrastructure.
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Polontech covers every step to the new
service desk

Polontech covers every step to the new service desk Let's
discuss
ITIL/ITSM
consulting
Installation or
migration
Training and
onboarding
Support and
maintenance

ITIL/ITSM
consulting

Features, hosting, licenses

We carefully select options and optimize every part of it to offer best prices.

Introducing change management

We create a strategy to smoothly implement every product, app, and configuration depending on your business environment.

Increasing team productivity

We introduce ITIL/ITSM frameworks to organize custom workflows subject to your business.

Advising on add-ons

We evaluate your current software and processes to recommend additional apps that will bring you most benefits.

Managing users and teams

We consult on best practices for user management – automation and network accesses

Introducing Service Level Agreements

We create service catalog and set up service SLAs to adhere to new standards of strong tech support.
Enhance support

Installation or
migration

Securing data

We organize and backup the existing data – it will seamlessly appear in your new service desk.

Configuring a server

We update environment, aptitudes, and repositories; install Java, reverse proxy, and database; configure proxy, SSL, Java environment, and much more to prepare it for Jira.

Installing Jira Service Desk

We create tailored complex infrastructure and change management systems based on Jira and the selected additional apps. On your server or in the cloud.

Testing the infrastructure

We check memory usage by Java, proxy and Internet access, HTTPS and reverse proxy. Then assess the integration with the existing ecosystem.

Managing users

We configure user directories and authorization mechanisms. Then we set up users, groups, project roles and implement change restrictions depending on the roles.

Adjusting to your organization

We configure personalized request types, workflows, screens, notifications, and fields for customer requests.

Setting up reports

We help you visualize team performance in terms of workload and customer satisfaction. And extend reports by tracking specific team goals, like SLAs met, time to resolution, and a dozen more parameters.
Enhance support

Training and
onboarding

Onboarding

We meet the teams to introduce how new software is organized making them work smarter and get the most of Jira Service Desk.

Training

We train users and admins Service Desk experts – on-site and online, in groups and individually. You will learn how to efficiently handle incidents and resolve them, fix the problems and change requests submitted to your team.

Certification

Together we dive deep into Jira Service Desk’s capabilities and apply the knowledge specific to your business.

Working with your customers

We organize change management for your clients to faster adopt the new communication portal and customer support tools.
Enhance support

Support and
maintenance

24/7 support

We support Atlassian products from easy to complex fixes, upgrades to rollouts, and licenses to breakdowns.

Proactive monitoring

We follow up your service desk performance and change management initiatives to fix issues or bugs before they become a problem.

Problem analysis

We study input data to make the scope of a problem, type of support, time frame, and resolvement costs transparent for both parties.

Periodic health-check

We check data security compliance to address breaches. Then review add-ons, plugins, logs, licenses, and interview active service desk users for feedback.

Interactions with Atlassian

As an Atlassian partner, we directly communicate with them on your behalf, negotiate with license providers, and follow Atlassian security updates to keep you protected.

License management

Polontech license management specialists will keep you posted on alterations in Jira licensing policy.
Enhance support
Let’s discuss

Get a free 30-minutes consultation

We cover every aspect of team and project management. Let’s
discuss what is best for you.

Contact us

Add custom developments to make the
solution complete

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products and apps

Jira Software-img

Jira Software

for project management
Associate Jira Service Desk tickets with Jira Software issues to quickly make...
Associate Jira Service Desk tickets with Jira Software issues to quickly make customer feedback a part of your development process.
Confluence Software-img

Confluence

for the perfect knowledge base
Enhance the service desk with a knowledge base. Confluence allows creating...
Enhance the service desk with a knowledge base. Confluence allows creating a self-service portal for customers and a library with common problems/solutions for the support team.
Opsgenie Tool-img

Opsgenie

for incident alerting
Add an effective alert and notification system to respond faster, through multiple...
Add an effective alert and notification system to respond faster, through multiple channels, and without notification noise.
Statuspage-img

Statuspage

to update users on progress
Inform customers on the statuses of their requests in real time to guide them through...
Inform customers on the statuses of their requests in real time to guide them through problem investigation.
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Powered by Polontech
apps

New concepts for Service Desks

We offer new approaches to providing service, like the renowned Eisenhower...
We offer new approaches to providing service, like the renowned Eisenhower matrix.

Third-party integrations

We integrate your Jira Service Desk with CRM, call centers, messaging getaways...
We offer new approaches to providing service, like the renowned Eisenhower matrix.

Custom reports

We create worklogs, expenses, cost centers, revenue, team utilization...
We create worklogs, expenses, cost centers, revenue, team utilization, including CAPEX, OPEX, and any other types of reports your team needs.

Custom Dashboards

We connect real-time data gadgets to display the critical information...
We connect real-time data gadgets to display the critical information about your business in one place.

Log work time

We offer more detailed time tracking with specialized mobile...
We offer more detailed time tracking with specialized mobile and web apps that include worklogs, calendars, and timesheets.

Intellectual analysis and reports

We provide an app that tracks user activity including random...
We provide an app that tracks user activity including random screenshots, keyboard and mouse statistics, and provides the data in detailed reports.

Status management

We offer a solution for end-users to change statuses of their requests..
We offer a solution for end-users to change statuses of their requests and a system of approval/disapproval for all issues in the workflow.

Team management

Another app by Polontech allows managing project teams...
Another app by Polontech allows managing project teams by role, capacity, start and end dates, workload and holiday schemes, and more.
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Get the custom ITIL solution you were looking for

We can automate and optimize every business process – let’s discuss your case.

Contact us

What you get in the end?

Prioritization of requests based on the big picture
More feedback from customers. When addressed, boosts satisfaction and speeds development.
Service management adapted to your team’s workflow.
Support data ready to become a development roadmap.
Customer requests never lost and perfectly traceable.
Less incidents and shorter time to resolution.

Join the ITIL\ITSM integrations
by POLONTECH

We got an automated reliable Service Desk process with the ability to serve a large number of customers. It has a powerful report system to control efficiency of the team. In addition, the process is fully automated and has a very good base for ongoing development and scaling.
Point Solutions, Switzerland
We significantly improved our productivity and customer services, reached the order accuracy and cut our inventory related mistakes by integrating our Ecommerce platform with JIRA Warehouse AutoMate Plugin. It took less than a week to automate our warehouse and became a competitive advantage of our business.
HM RAWAT Group
We were very happy with the team’s work and we will not hesitate to recommend Polontech in the future. Our organization continues to use Confluence widely in other projects and it is good to know where we can go when we need someone to help us.
SIL GTIS
We cannot thank Polontech team enough for the service they’ve provided for us for a long time. It has been a pleasure working with them. Their services helped us grow and become much more efficient. We hope there will be a chance to work together in the future.
The Go To Group Inc
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