As one of South Africa’s leading digital transformation partners, Ovations has built a reputation for empowering businesses with innovative, tailored solutions. With decades of experience and a deep understanding of the evolving technology landscape, Ovations is proud to be an Atlassian Gold Solution Partner, offering world-class expertise to help organisations unlock the full potential of Atlassian’s tools.
In today’s fast-paced business environment, IT service management (ITSM) is undergoing a significant transformation. Businesses are deploying more digital services than ever before, while customer expectations are soaring. This means ITSM can no longer operate in silos – it must become more agile, collaborative and tightly aligned with development and operations to drive efficiency and innovation.
Ovations, together with Atlassian’s Jira Service Management (JSM), is enabling organisations across industries such as financial services, telecommunications, retail, insurance and more to modernise their ITSM approach.
Why Jira Service Management?
JSM redefines ITSM by connecting IT, development and operations on a single platform, fostering collaboration while managing risk. Its capabilities go beyond traditional ITSM solutions, offering tools that enable teams to work more efficiently across service requests, incident and change management.
“JSM empowers organisations to deliver streamlined services and manage incidents effectively while breaking down silos between teams,” says Ovations. “It integrates seamlessly with other tools such as Confluence and Slack, enabling smarter workflows, state-of-the-art self-service and fostering better communication. Moreover, JSM SaaS is scalable, customisable and competitively priced, making it ideal for businesses of all sizes in a price-sensitive market.”
The role of AI in modern ITSM
Artificial intelligence is transforming service management, and Atlassian is leading the charge. According to recent research conducted by Atlassian, 88% of US organisations already utilise AI in service management to some extent, and 89% plan to expand their investment in AI technologies within the next year. The positive impact of AI is undeniable, with organisations reporting improved data-driven decision-making, enhanced customer service delivery and increased workforce efficiency.
Jira Service Management incorporates advanced AI-driven features such as:
- Smart ticket routing and predictive categorisation: Automatically prioritise and route requests for faster resolution.
- AI-powered recommendations: Streamline workflows with intelligent suggestions and summaries of service tickets.
- Proactive issue resolution: Identify and resolve potential problems before they escalate.
- Empowering teams with advanced capabilities
JSM goes beyond AI to include tools like Opsgenie, Atlassian’s sophisticated incident response platform. Opsgenie supports on-call scheduling, incident escalation and automated notifications, enabling faster incident resolution. Additionally, JSM integrates with continuous integration/continuous deployment (CI/CD) tools like Bitbucket Pipelines, Jenkins and CircleCI, facilitating smoother and safer implementation of changes.
Service teams can also create custom dashboards to monitor critical KPIs and performance metrics, ensuring visibility and control over ITSM processes.
Why choose Ovations?
As a Gold Solution Partner of Atlassian, Ovations brings extensive expertise and a dedicated team of certified professionals to help organisations maximise the value of Atlassian solutions like Jira Service Management. Whether businesses require assistance with migrating to the Atlassian Cloud or integrating bespoke tools into their stack, Ovations provides end-to-end support tailored to unique business needs.
“Ovations is committed to empowering organisations with the tools they need to thrive in a fast-paced, digital-first world,” says the company. “We help our clients unlock the full potential of Atlassian’s solutions, from seamless implementation to ongoing management and support.”
By partnering with Ovations and leveraging Jira Service Management, organisations can build an agile, collaborative ITSM environment that supports innovation and positions them for success in an ever-changing market.
To learn more about how Ovations and Atlassian can transform your service management, visit https://ovationsgroup.com/partners/atlassian/.
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