For high-priority or high-impact incidents, you will likely be following your major-incident process. Some of it will be in Jira Service Management in the form of workflow, automation, and integrations. However, some of it will rightly be outside of Jira Service Management – coordinating resources, meeting with business stakeholders, and putting out fires. It’s true that the dev team is working hard at resolving an incident resulting from a feature released into the live environment. It’s also true that you want them to remain focused, which means diverting constant interruptions requesting a “what’s the status?” update.
Your major incident process should have a team member identified to collect the status information and post it to your communications platform. If Jira Service Management is the single source of truth, Statuspage is the megaphone, for example, where both template and bespoke messaging can be created, and links to Confluence for workarounds are included.
Improve and modernize your ITSM
If you implement these few tips, you should quickly see real benefits when delivering a new release. It is not always easy to find good practices when you are busy working in the field. We hope that our tips will help you modernize your IT Service Management. At Valiantys, we are experts in both ITSM and Atlassian tools. If you want to know how to optimize the management of your incidents, requests, problems, and changes with Jira Service Management, we would be happy to help you. Discover our IT Service Management practice or contact us.