AI-powered IT Service Management (ITSM) for High-Velocity Teams
What is ITSM?
IT Service Management (ITSM) is a framework designed to provide structured services for various IT functions. It defines operating procedures, techniques, and supporting services to deliver efficiency and value to an organization’s system operations. From small startups to enterprise organizations, ITSM frameworks help businesses define their strategy while driving continuous improvement in service delivery and support.
iZeno’s ITSM Approach
At iZeno, we follow ITIL-aligned practices, consulting with customers to align IT services with business goals and deliver exceptional value.
Our Expertise in ITSM
iZeno’s consulting services focus on delivering value by:
- Streamlining IT operations to improve efficiency.
- Transforming and modernizing ITSM for optimized performance.
- Extending ITSM beyond traditional IT, enabling business teams like HR, Legal, Facilities, Finance, and Marketing to leverage ITIL-aligned service management tools—commonly known as Enterprise Service Management (ESM).
Our ITSM focuses on these key points:
Incident management
We place a focus on resolving issues as quickly as possible to minimize any impact on the business operations as part of our focus on a stable ITSM environment.
Problem Management
Our method of problem management integrates the process of preemptively addressing problems and incidents with the process of mitigating problems or issues that cannot be avoided. This dual approach is aimed at taking a proactive stance towards addressing issues before they escalate.
Service request management
A focus on ease of use and self service empowers users to proactively seek out the tools and services they need to solve their problems themselves, freeing up helpdesk staff.
Everything teams need to deliver value fast
Our specialized teams consult with customers to tailor Jira Service Management to their unique requirements, eliminating the complexity of traditional ITSM solutions. We help connect Dev and Ops teams on a single AI-powered platform, enhancing collaboration across changes with upstream or downstream Configuration Item (CI) dependency mapping powered by assets, incidents, problems, and requests—all while effectively managing risk.
Teams can get started quickly and scale seamlessly with features like customizable templates, dynamic forms, and AI-powered project configurations.
Connect assets to work
Link objects in Assets to support tickets, incident issues, change requests, and more. Enhance visibility and accelerate workflows across various use cases in IT, HR, Facilities, and beyond.
Supercharge your productivity with Atlassian Intelligence
Customers can leverage the power of generative AI to boost productivity and collaboration for support and operations teams. Triage, respond to, and resolve tickets and incidents faster, giving your team more time to focus on what truly matters.
Deflect requests and reduce ticket volume
Unlock AI-powered support with Atlassian Intelligence answers for the virtual agent. Deflect employee requests and save agents’ time with responses generated from your knowledge base. iZeno’s specialized teams help customers set up AI-powered virtual agents.
Triage and respond to requests faster
Accelerate agent workflows from triage to resolution with AI-powered recommendations to prioritize, assign, and take action on tickets. Summarize ticket descriptions and comments to keep stakeholders informed and transform your writing to ensure fast, clear communication.
Detect, prevent, and resolve incidents faster
Accelerate incident management workflows with AIOps capabilities. Filter out the noise to highlight the alerts that matter, quickly engage the right stakeholders, and automate actions for faster resolution.
Reporting and Analytics
With Atlassian Analytics, gain full visibility into how your teams work. Break down silos across departments and create interactive dashboards effortlessly. Atlassian Analytics empowers everyone on your team, from knowledge workers to data analysts, to quickly set up interactive and customizable dashboards.
Atlassian Platinum Solution Partner
iZeno is an Atlassian platinum solution partner.
iZeno, with proven expertise in DevSecOps, Agile Development, and IT Service Management, has joined the Atlassian Solution Partner Program as a Platinum Partner. iZeno has demonstrated the highest standards of certified consulting, implementation and training services for the Atlassian product suite for different industries across the globe. iZeno is honored to be the winner of Atlassian Partner of the Year 2020 for Emerging Market and Partner of the Year 2019 for Rising Star APAC. iZeno is also the first partner in Asia to achieve Cloud Specialization and the First Partner in APAC to achieve ITSM specialisation.