On Snapbytes Artificial Intelligence, High Head?! 2. SECTION
Artificial Intelligence with Snapbytes, High Head 2. Welcome to Division! In this episode, our expert Pelin Türe dived into a deep conversation with ChatGPT for you and asked what you were curious about ITSM and ESM. “What are ITSM and ESM Concepts? Which Plan Should I Follow for My Business?” Snapbytes Atlassian Jira Consultant Pelin Türe asks, ChatGPT answers…
We publish ChatGPT’s answers to our expert’s questions faithfully, without any text editing, additions or deletions.
Let’s leave you with this innovative and interesting conversation…
We’re with you again in another conversation. This time, I would like to inform our readers in depth about the concepts of ITSM and ESM, and especially talk about the features of our Jira Service Management product. Let’s start with the first question! What is ITSM?
– ChatGPT: ITSM, Information Technology Service Management, can be defined as technological service management. ITSM is an approach that encompasses the management and coordination of functions such as planning, design, execution, measurement and improvement of IT services. Designed to improve the efficiency and quality of IT services.
So I’m curious, which components does ITSM consist of?
– ChatGPT: ITSM may consist of the following components:
- Service strategy and management: Strategic objectives for IT services are set and managed.
- Service design: Design and configuration of IT services.
- Service production: Production and delivery of IT services.
- Service customer support: Follow-up and resolution of customer needs related to IT services.
- Service management data: Collection, analysis and reporting of data related to IT services.
- IT policy and process management: Identifying and implementing the principles and processes required for the management of IT services.
- Service continuity and operational continuity: Ensuring uninterrupted and secure continuity of IT services.
– Wormwood: In this case
with competent experts in the field such as
From Atlassian Platinum Turkey Solution Partner
It is very important to calculate the right strategy, costing and timing to benefit and operate. Our dear readers and potential customers can contact us at this point if they wish.
or for further information and guidance contact
our service page
they can visit. At this point, I think it would be appropriate to ask the question of how ITSM benefits organizations?
– ChatGPT: ITSM can provide the following benefits for organizations:
- Efficiency and effectiveness: ITSM makes the planning, execution and measurement of IT services more effective and efficient.
- Quality improvement: ITSM improves the quality of IT services and customer satisfaction.
- Risk mitigation: Through ITSM, necessary measures can be taken to ensure the continuity and security of IT services and thus reduce risks.
- Cost savings: More efficient execution of IT services through ITSM can lead to lower costs and more effective resource utilization.
- Business continuity: The uninterrupted and secure delivery and continuity of IT services through ITSM can lead to increased business continuity.
- Alignment with business objectives: ITSM enables IT services to be planned and executed in line with business objectives.
Which companies and organizations need ITSM?
– ChatGPT: Many companies and organizations of all sizes and sectors may need to take advantage of the benefits of ITSM. ITSM is especially necessary for companies and organizations that have large and complex IT services and where the quality, efficiency and security of IT services are important.
For example, companies and organizations such as banks, insurance companies, telecommunications companies, healthcare sector, government agencies, energy sector, retail sector, financial services sector and manufacturing companies may need ITSM.
– Pelin: At this point, most of the companies and organizations you mentioned are in our customer portfolio. As Snapbytes, we provide ITSM, ESM consultancy and software services to many large organizations, especially in the FinTech sector, with Jira Service Management, which can be customized according to needs.
Learn how your business-specific service and consultancy process works
k if you want,
contact us now!
You focus on growing your business and we will take care of the rest…
– Wormwood: Okay, new question,
Is ITSM only used by IT and Information Technology organizations?
– ChatGPT: No, ITSM is not only used by IT and Information Technology (IT) organizations. Organizations of all kinds can leverage the benefits of ITSM to run and improve their IT services. For example, sectors such as financial services, healthcare, government, energy, retail, manufacturing and tourism may need ITSM applications.
ITSM is not only related to the management of IT services, but can also be used for the management of other services. For example, a hospital may also need ITSM for the management of patient care services. Likewise, a retail company may need ITSM for the management of its customer care services.
Which enterprise applications might ITSM need to integrate with?
– ChatGPT: ITSM may need to integrate with the following enterprise applications:
- Project management: ITSM can be integrated with project management applications to manage the resources and activities required to plan, execute and evaluate IT services.
- Product management: ITSM can be integrated with product management practices to manage the resources and activities required to identify, develop, deploy and market IT services.
- Data management: ITSM can be integrated with data management applications to manage the resources and activities required to collect, store, manage and utilize IT services data.
- Business continuity and protection: ITSM can be integrated with business continuity and protection applications to manage the resources and activities required to maintain and protect IT services.
- DevOps: ITSM can be integrated with DevOps practices to manage the resources and activities required to develop, deploy and operate IT services.
- Security management: ITSM can be integrated with security management applications to manage the resources and activities required to secure and protect IT services.
When is ITSM ERP integration required and can you give an example of an application?
– ChatGPT: ITSM and ERP integration can be done to ensure that IT service management and business business processes work efficiently and in a coordinated manner. While the ERP system manages many business processes such as financial, material and supply chain, the ITSM system covers the management of IT services. Therefore, the integration of these two systems can help IT services increase cost-effectiveness, business processes happen faster and more accurately, and provide a higher level of efficiency and effectiveness for organizations.
For example, if an ERP system reduces a material stock level, this is detected by the ITSM system and it can be determined that an IT service needs to be configured or reconfigured accordingly.
– Wormwood: Okay.
When is ITSM CRM integration required and can you give an example of an application?
– ChatGPT: ITSM CRM integration is essential to enable organizations to manage customer service more effectively. Organizations can integrate ITSM and CRM systems to track customer service requests and their status and provide a better service to their customers.
For example, an institution,
Jira Service Management
Manage customer service requests using Salesforce CRM system and track customer profiles and customer interactions using Salesforce CRM system. With this integration, organizations can respond to customer service requests faster and more efficiently and increase customer satisfaction.
– Pelin: Are Artificial Intelligence and Big Data applications used in ITSM solutions? Can you give an example of Artificial Intelligence and Big Data application?
– ChatGPT: Yes, Artificial Intelligence (AI) and Big Data applications can be used in ITSM solutions. These applications can be used to increase the efficiency of ITSM business processes, speed them up and achieve more accurate results. Example Artificial Intelligence and Big Data applications:
- Automated problem solving: Artificial Intelligence can be used to detect, diagnose and solve existing problems by analyzing ITSM data.
- Automatic assignment: Artificial Intelligence can automatically assign the most appropriate IT worker for a reported problem.
- Automated call response: AI can automatically respond to incoming calls to the call center and route calls to the most appropriate IT employee.
- Analytics: Big Data technologies can be used to analyze ITSM data and examine customer views on critical performance aspects such as service quality, efficiency and customer satisfaction.
- Trend forecasting: By analyzing historical ITSM data, AI can be used to predict future trends and improve service performance.
– Pelin: Have you heard of Jira Service Management before? Can you briefly give us some information?
– ChatGPT: Yes, I heard that there is an ITSM product called Jira Service Management. Jira Service Management is an ITSM solution developed by Atlassian and runs on the Jira platform. Jira Service Management supports business processes such as service management, problem resolution, query response and call management in a fast and flexible way.
It also allows users to report, monitor and track their problems and requests. Jira Service Management is also a solution that integrates with existing Jira operations and comes with advanced reporting and analytics functions.
– Pelin: But I would like to add that there is another point that should not be forgotten. Businesses need to evaluate which Atlassian product and service is more suitable for them. At this point, it is necessary to act together with Atlassian Solution Partners and benefit from their experience.
So, apart from Jira Service Management, what other ITSM products are known and used?
– ChatGPT: Apart from Jira Service Management, known and used ITSM products are:
- BMC Software Remedy
- HPE Service Manager
- IBM Tivoli Service Management
- Microsoft System Center
- CA Service Management
- Cherwell Service Management
- SunView Service Desk
These products offer a wide range of solutions in areas such as managing ITSM business processes, improving service quality, accelerating and increasing efficiency. Each product has different features and functions and should be selected according to the needs of each organization.
What are the advantages of Jira Service Management over other ITSM products?
– ChatGPT: Jira Service Management has the following advantages over other ITSM products:
- Integration: Since Jira Service Management runs on the Jira platform, it can be easily integrated with existing Jira efforts.
- Ease of use: Jira Service Management has a similar interface for Jira users, so it can be used quickly and flexibly.
- Reporting and Analytics: Jira Service Management comes with advanced reporting and analytics functions.
– Pelin: What are the popular Atlassian Marketplace plugins in ITSM? Can you give me a brief description?
– ChatGPT: Atlassian Marketplace is a plugin store for Jira and other Atlassian products, with many popular plugins in the ITSM space. The following plug-ins are the most popular plug-ins that help in the management and development of ITSM business processes:
- Better PDF Exporter: This plugin allows a better export of Jira data to PDF.
- ScriptRunner: This plugin is a tool for easily configuring and developing business processes in the Jira runtime.
- Tempo Timesheets: This add-on facilitates time management in Jira workflow and provides reports.
- Portfolio for Jira: This plugin enhances portfolio management in the Jira workspace and provides reports.
- Insight Asset Management: This add-on simplifies asset management in the Jira workspace and provides reports.
These plugins are just a few of the many different plugins that can be used for the management and development of ITSM business processes. Organizations can choose the most suitable add-on according to their needs and work patterns.
Is it possible to do advanced SLA management with Jira Service Management and which Atlassian Marketplace applications would you recommend for SLA?
– ChatGPT: Yes, it is possible to manage SLA with Jira Service Management. Jira Service Management has the SLA configuration and reporting features necessary for the management and monitoring of business processes. However, these features can be further enhanced using plugins.
In the Atlassian Marketplace, there are many plugins for SLA management for Jira Service Management. The following plugins are popular plugins for SLA management with Jira Service Management:
- SLA Dashboards and Reports: This plugin provides a powerful tool to track and report on the performance of SLAs.
- Tempo SLA: This add-on simplifies SLA management in the Jira Service Management workflow and provides reports.
- Better SLA: This add-on improves SLA configuration and monitoring features.
These plugins are just a few of the many different plugins that can be used for SLA management with Jira Service Management. Organizations can choose the most suitable add-on according to their needs and work patterns.
Developed by Snapbytes in this regard
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by the company.
– Pelin: Well, let’s focus a little bit on the ESM side. Enterprise Service Management (ESM) is becoming increasingly popular as the next generation of ITSM. Can you give brief information about ESM?
– ChatGPT: Enterprise Service Management (ESM) refers to an understanding that encompasses all service management at an enterprise level, extending the old generation ITSM (Information Technology Service Management) concept. Apart from IT services, ESM also covers other service areas such as financial, sales, marketing and customer services and aims to manage all processes, resources and data of these services. Thus, organizations serve more effectively and efficiently and increase customer satisfaction. ESM aims to optimize service delivery processes by using artificial intelligence, big data and cloud technologies.
– Pelin: We know that the Jira ecosystem is very adaptable in this context and can be configured to adapt to the needs of businesses. Can you give information about Enterprise Service Management applications other than Jira? Which products are used?
– ChatGPT: Enterprise Service Management (ESM) applications are designed to automate, improve and increase efficiency, covering all service management processes of organizations. The following products may be among the popularly used Enterprise Service Management applications:
- ServiceNow Offering a broad platform for enterprise service management, ServiceNow enables organizations to manage and automate all service processes.
- BMC Software BMC Software offers effective solutions in many areas such as corporate service management and IT service management and aims to improve the service delivery processes of organizations and increase efficiency.
- CA Service Management: CA Service Management provides a versatile platform that covers all service management processes of organizations.
- Axios Systems Axios Systems offers primarily ITIL-compliant solutions for enterprise service management.
- EasyVista EasyVista provides configurable and easy-to-use solutions for enterprise service management.
The most suitable among these products may vary according to the specific needs and expectations of the organization. In addition, organizations can include additional features such as plugins and other services to further enhance and optimize their service delivery.
– Pelin: How can Atlassian users implement ESM? Which features of Jira in particular offer a solution?
– ChatGPT: Atlassian users can leverage various features of Jira to implement ESM:
- Process management: Jira provides process models and process tools that support industry standards. This allows Atlassian users to manage customer requests, service requests and issues more effectively.
- Access to business data: Jira offers access to numerous data sources and provides powerful reporting and visualization tools to analyze that data. This allows Atlassian users to measure the performance and efficiency of their ESM processes.
- Mobile compatibility: Jira is optimized for access and use from mobile devices. This allows Atlassian users to manage their ESM processes anywhere and anytime.
- Integration: Jira can integrate with many different business systems and data sources. This allows Atlassian users to execute ESM processes more efficiently and seamlessly.
- Plugin configuration: Jira offers plugins for many different ESM processes and requirements. Atlassian users can configure Jira in accordance with ESM requirements and manage ESM processes more effectively through these add-ons.
– Pelin: What kind of solution does Atlassian offer for inventory management with which plugins in Jira?
– ChatGPT: Atlassian Jira offers many plugins for inventory management. Here are some plugins that can be used for inventory management:
- Asset Tracker for Jira: This plugin can be used for inventory management in Jira. With this plugin you can keep track of your inventory items and monitor their status, location and usage.
- Insight Asset Management: This plugin can be used for inventory management in Jira. With this plugin you can monitor the performance, utilization and status of your inventory. You can also streamline the management of items in your inventory.
- Automation for Jira: This plugin can be used for inventory management in Jira. With this plugin you can automatically track the status, usage and location of items in your inventory. It can also be used to set stock levels of items in your inventory.
- QR Code Reader for Jira: This plugin can be used for inventory management in Jira. With this plugin you can read QR codes of items in your inventory and track the status, location and usage of inventory items.
- Custom Fields for Jira: This plugin can be used for inventory management in Jira. With this plugin you can create custom fields for your inventory. These special areas allow you to collect more information about your inventory items.
In addition to these plugins, there are many other plugins in the Jira Marketplace that can be used for inventory management. Jira’s add-ons make the inventory management process even more customizable and make the inventory management process even easier.
– Pelin: Can you elaborate on inventory management with Insight Asset Management plugin? What kind of features does Insight Asset Management offer us?
– ChatGPT: Yes, the Insight Asset Management plugin can be used to elaborate and optimize the inventory management process. The plugin offers an integrated inventory management system on Jira. It helps businesses manage their physical or virtual inventories.
Here are some of the features available with the Insight Asset Management plugin:
- Customizable entity types: The plugin offers customizable entity types based on the needs of your business. This allows you to categorize and manage the items in your inventory according to your own needs.
- Customizable asset fields: The plugin offers customizable fields for items in your inventory. Thanks to these fields, you can track the status, location, usage, etc. of inventory items. you can follow the information.
- Asset relationships: The plugin can track relationships between inventory items and you can understand the relationships between items in your inventory. This feature helps you understand where items are in your inventory and which items are used for which purposes.
- Automatic data collection: The plugin automatically collects data of inventory items and makes this data available for reporting. With this feature, you can get real-time information about the utilization of your inventory.
- Customizable reporting: The plugin allows you to create customizable reports about the items in your inventory. These reports can help you learn about the status of your inventory.
- Traceability: The plugin helps you track the movement of items in your inventory. With this feature, you can track who is using the items in your inventory, where they are and when they move.
The Insight Asset Management add-on makes the inventory management process more effective for businesses. The plugin allows you to collect more information about inventory items, create customizable reports and get real-time information about the status of your inventory.
– Pelin: What kind of processes can the human resources department use the ITSM application for? Can you give an example usage?
– ChatGPT: The Human Resources department can use the ITSM application in many processes. Example:
- Can follow up job application and interview processes.
- It can perform operations such as recruitment, assignment, performance evaluation and employee follow-up.
- Can follow up the necessary documents in the recruitment or termination processes.
- Can manage training and development processes.
ITSM implementation enables such processes to be managed interactively and efficiently. By using the ITSM application, the Human Resources department can help to execute processes quickly and accurately.
– Pelin: What kind of processes can the finance department use the ITSM application for? Can you give an example usage?
– ChatGPT: The finance department can use the ITSM application for the management of many functions such as accounting and financial reporting processes. For example, a finance department could use the ITSM application to manage an invoice approval process. This process may include steps such as handling, evaluating, approving or rejecting the invoice approval request. The ITSM application provides the tools to organize, track and report on this process.
– Pelin: Well, finally, would you recommend working with a solution partner specialized in ITSM solution implementations? What are the benefits of this?
– ChatGPT: Yes, it can be useful to work with a solution partner that specializes in ITSM solution implementations. Businesses can get support from an ITSM solution partner while aiming to manage business processes more efficiently and effectively and to get things done quickly and accurately. These may include:
- Expertise: The solution partner has a deep knowledge and experience of the structure, functions and best practices of ITSM applications.
- Content and material support: The partner can help prepare the documents and materials you need, so that your project can be completed more quickly and easily.
- Adoption of best practices: The solution partner can identify best practices and best practices of ITSM implementations at the enterprise level.
- Time and cost savings: Partner support can help your project complete faster and save time and costs.
- Guaranteed results: The partner can offer a guarantee to help you achieve a guaranteed result for your project.
– Wormwood: Thank you very much again ChatGPT. It was a pleasure to chat with you and learn more about ITSM and ESM. We will meet again for the next episode. Until then, goodbye!
– ChatGPT: Don’t worry, I will always try to answer your questions and solve your problems. If you would like more information or help, please ask. Have a good day!