At the heart of ITSM is the belief that IT should be delivered as a service. Day-to-day ITSM can be as simple as a request for new hardware or a collaborative response to reports of a business-critical outage.

Customers submit requests through a custom Jira Service Management portal, populating tickets with information tailored for agile response and initiating workflows simultaneously. Tickets land in the IT team’s queue, where incoming requests are triaged and acted upon.

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