Appfire Presents: The BEST ITSM Show by Appfire: Recent Episodes
Appfire
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"3 steps for managing IT escalations (and 3 mistakes to avoid)" Find out on this episode of Appfire Presents: The BEST IT Service Management Show by Appfire. Join Appfire's product evangelist, Evn Tomeny, and Emily Peet-Lukes as they discuss how to effectively manage IT escalations. Discover the three essential steps to take and learn about the common mistakes to avoid for successful escalation management. By mastering these techniques, you can ensure customer satisfaction and maintain smooth operations within your organization.
About the Guest
Before becoming a Product Evangelist at Appfire, Evn Tomeny spent two decades leading and growing IT Organizations. He lead IT Support, Infrastructure, Endpoint Engineering, and Enterprise Collaboration teams. When he’s not helping people learn about the awesome things we’re doing at Appfire, he also teaches youth circus arts.
About the Show: The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"How the DIKW model (and a new app integration!) can help you manage SLA data better" Discover how on this episode of Appfire presents: The BEST ITSM Show by Appfire. Emily Peet-Lukes chats with Gorka Puente about how using the DIKW model as well as a new integration of Time to SLA and Dashboard Hub can help you make better decisions around managing your data.
About the Author
Gorka Puente is the Principal Product Manager of BI/Reporting at Appfire
About the Show: The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"How do you improve IT services and what are the benefits of using AI and automation?" Find out on this episode of Appfire Presents: The BEST Work Management Show by Appfire. Emily Peet-Lukes chats with Fabian Lim from Contegix, about practical ways to improve IT services and the benefits of using AI and automation.
About the Guest
Fabian Lim is a senior consultant at Contegix with extensive experience in managing technical projects in the software and hardware industry.
About the Show: The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"How do I troubleshoot SLAs?" Find out on this episode of Appfire Presents: The BEST IT Service Management Show by Appfire. Atlassian expert Rachel Wright explains what to do when your Service Level Agreement ("SLA") results show inconsistent data or unexpected results. She suggests some things to try and ways to simplify queries and settings to get your SLAs back on track.
About the Guest
Rachel Wright is an entrepreneur, process engineer, and Atlassian Certified Jira Administrator. She wrote "The Jira Strategy Admin Workbook," and "The Ultimate Guide to Jira Migrations: How to Migrate from Jira Server to Data Center or Cloud". She's also a speaker, an Atlassian Community Leader and author of courses for new and advanced Jira admins and users. She started using Jira and Confluence in 2011, became an administrator in 2013, and was certified in 2016 (the first year you could actually get certified). She's the owner and founder of Industry Templates, LLC, which helps companies grow, get organized, and develop their processes.
About the Show: The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"What are some common support automations my team can use?" Find out on this episode of Appfire Presents: The BEST IT Service Management Show by Appfire. Jira rock star Rachel Wright stops by to explain project workflows that accommodate the back-and-forth nature of support work. We cover some default JSM service workflows used for service requests, and the statuses these include like: waiting for support, waiting for customer, pending, resolved, in progress, canceled, escalated, and closed.
About the Guest
Rachel Wright is an entrepreneur, process engineer, and Atlassian Certified Jira Administrator. She wrote "The Jira Strategy Admin Workbook," and "The Ultimate Guide to Jira Migrations: How to Migrate from Jira Server to Data Center or Cloud". She's also a speaker, an Atlassian Community Leader and author of courses for new and advanced Jira admins and users. She started using Jira and Confluence in 2011, became an administrator in 2013, and was certified in 2016 (the first year you could actually get certified). She's the owner and founder of Industry Templates, LLC, which helps companies grow, get organized, and develop their processes.
About the Show: The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"How do I collect approvals in JSM workflows?" Find out on this episode of Appfire Presents: The BEST IT Service Management Show by Appfire. Atlassian expert Rachel Wright gives you valuable advice on collecting approvals in Jira Service Management, things like setting who can approve, getting conditional approvals, best practices and more.
About the Guest
Rachel Wright is an entrepreneur, process engineer, and Atlassian Certified Jira Administrator. She wrote "The Jira Strategy Admin Workbook," and "The Ultimate Guide to Jira Migrations: How to Migrate from Jira Server to Data Center or Cloud". She's also a speaker, an Atlassian Community Leader and author of courses for new and advanced Jira admins and users. She started using Jira and Confluence in 2011, became an administrator in 2013, and was certified in 2016 (the first year you could actually get certified). She's the owner and founder of Industry Templates, LLC, which helps companies grow, get organized, and develop their processes.
About the Show: The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"How are service workflows different from other software/business workflows?" Find out on this episode of Appfire Presents: The BEST IT Service Management Show by Appfire. Atlassian expert Rachel Wright explains how Jira Service Management helps teams distinguish between requests for help or “service” and other types of requests. She also goes into how different request types often have specific custom fields, workflows, and settings, and how segmenting requests based on type leverages the most efficient process and collects the right type of information, without sacrificing reporting capabilities.
About the Guest
Rachel Wright is an entrepreneur, process engineer, and Atlassian Certified Jira Administrator. She wrote "The Jira Strategy Admin Workbook," and "The Ultimate Guide to Jira Migrations: How to Migrate from Jira Server to Data Center or Cloud". She's also a speaker, an Atlassian Community Leader and author of courses for new and advanced Jira admins and users. She started using Jira and Confluence in 2011, became an administrator in 2013, and was certified in 2016 (the first year you could actually get certified). She's the owner and founder of Industry Templates, LLC, which helps companies grow, get organized, and develop their processes.
About the Show: The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"What is the 'secret save button' of the Atlassian World?" Find out on this episode of Appfire Presents: The BEST IT Service Management Show by Appfire. Appfire's own Kelsey LaMastres stops by to talk with Emily Peet-Lukes about how backups and configurations can really save your bacon (metaphorically speaking).
About the Guest
Kelsey LaMastres is the Lead Product Marketing Manager for Appfire's Administrative Tools suite of apps, including Configuration Manager for Jira, the most trusted app for Jira change management. She is an Atlassian Accredited Sales Professional and prior to joining Appfire, she worked in various marketing and technical support roles. Throughout her career, she has focused on delivering value to customers through amazing products and experiences.
About the Show: The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"What's the difference between Jira issues and JSM requests?" Find out on this episode of Appfire Presents: The BEST IT Service Management Show by Appfire. Atlassian expert Rachel Wright joins Kerry O'Shea Gorgone to explain how Jira issues and JSM requests differ, how they work together, and more.
About the Guest
Rachel Wright is an entrepreneur, process engineer, and Atlassian Certified Jira Administrator. She wrote "The Jira Strategy Admin Workbook," and "The Ultimate Guide to Jira Migrations: How to Migrate from Jira Server to Data Center or Cloud". She's also a speaker, an Atlassian Community Leader and author of courses for new and advanced Jira admins and users. She started using Jira and Confluence in 2011, became an administrator in 2013, and was certified in 2016 (the first year you could actually get certified). She's the owner and founder of Industry Templates, LLC, which helps companies grow, get organized, and develop their processes.
About the Show: The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"How can non-technical teams use Jira automation?" Find out in this episode of Appfire Presents: The Best IT Service Management Show by Appfire.
Daniel Alonso of Trundl, Inc., explains how non-technical business teams like HR and legal can use Jira automation to streamline on-boarding, off-boarding, approvals, and more.
About The Guest:
Daniel Alonso is sr. Atlassian expert at Trundl Inc., an Enterprise Platinum Atlassian Solution Partner focused on empowering development and business teams with Atlassian Solutions.
Website: https://trundl.com/
LinkedIn: https://www.linkedin.com/in/danielluevano/
About the Show:
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"What is the XY problem (and how do I solve it)?" Find out in this episode of Appfire Presents: The Best IT Service Management Show by Appfire.
P3express.com founder Dmitrii Ilenkov joins Appfire's Kerry O'Shea Gorgone to talk about the XY problem. We cover what it is, why it throws a wrench in the works for IT service management and project management (and even healthcare), how to identify this issue, and how to address it.
About The Guest:
Dmitrii Ilenkov is a project management practitioner with more than 10 years of experience.
He's lectured about project management for Finance University and the Higher School of Economics, and founded PMCLUB to support young project management professionals.
Website: https://p3express.com/
LinkedIn: https://www.linkedin.com/in/dmitriiilenkov/
About the Show:
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"What is incident management in ITSM, why is it important, and how can I do it right?" Find out in this episode of Appfire Presents: The Best IT Service Management Show by Appfire.
Nick Nader of Isos Technology joins Kerry O’Shea Gorgone to explain incident management in ITSM: what it is, why it matters, and how to do it. We cover the definition of incident in the IT context, then dive into how you can set your organization up for success through planning, technology, and communication.
For a deeper dive into this topic, check out this article about incident management on the Isos Technology blog.
About the Guest:
Nick Nader is a Solutions Engineer at Isos Technology. With a passion for innovative technology and a background in software test automation, quality assurance, and the CI/CD lifecycle, Nick designs custom solutions to meet organizations' business needs and help them get the most out of their Atlassian tools.
He holds Atlassian certifications in Jira Service Management and Agile with Jira, and is a Certified SAFe Program Consultant. When he's not behind a computer screen, he enjoys outdoor activities like hiking with his wife and dog, snowboarding, and playing pick-up sports.
Website: https://www.isostech.com/
LinkedIn: https://www.linkedin.com/in/nick-n-29535288/
About the Show:
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"How do I handle a release and testing pipeline with zero downtime and on time?" Find out in this episode of Appfire Presents: The Best IT Service Management Show by Appfire.
Appfire's own George Dinkov explains how to get from testing and staging to release with zero downtime. We talk about how setting up proper environments helps to ensure that everything is consistent, so you can build a process for continuous improvement. George also gets into how you can implement robust testing program.
About the Guest: George Dinkov is Director of Product Engineering at Appfire. Website: http://appfire.com
LinkedIn: https://www.linkedin.com/in/gdinkov
About The Show:
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"What is Knowledge Management (and how do I do it)?" Find out in this episode of Appfire Presents: The Best IT Service Management Show by Appfire.
Atlassian consultant Nick Sommerfeld of Isos Technology joins Kerry O’Shea Gorgone to explain Knowledge Management: what it means in the context of IT and how it helps to free up the time IT puts into addressing common requests (even complex ones). We also get into when to create knowledge assets, and how to store them, update them, and make them findable for the service reps who need them.
To get deeper into the knowledge management topic, check out this whitepaper from Isos Technology: "Enterprise Service Management A New Solution for Transforming Knowledge Work and Modernizing Business Operations."
About the Guest: Nick Sommerfeld is an Atlassian Consultant on the Professional Services team at Isos Technology. With over a decade of experience in the Atlassian ecosystem and a background in agile product and project management, Nick designs and delivers custom solutions for technical and business teams across midsize and enterprise organizations. Website: https://www.isostech.com
LinkedIn: https://www.linkedin.com/in/nick-sommerfeld
About The Show:
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"What is IT Asset Management (and how do I do it)?" Find out in this episode of Appfire Presents: The Best IT Service Management Show by Appfire.
Rodney West of Isos Technology joins Kerry O’Shea Gorgone to explain IT Asset Management: what it is, how to effectively do it, and what kinds of tools you need in your technology stack to keep things tickety boo.
For a deeper dive into this topic, check out this article about asset management on the Isos Technology blog.
Rodney West is Professional Services Lead Consultant, Senior, at Isos Technology. He has been a technology consultant for over twenty years, delivering enterprise solutions across a wide range of industries.
Much of his career was spent in software engineering and architecture, shifting in recent years to focus on functional consulting and optimizing client processes. He holds numerous Atlassian certifications in Jira, Confluence, and JSM administration and workflows, as well as Scrum, AWS, and ITIL certifications.
Website: https://www.isostech.com
LinkedIn: https://www.linkedin.com/in/rodneywwest
About The Show:
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"How did CBS Marketing streamline their promo spot production process?" Find out in this episode of Appfire Presents: The Best IT Service Management Show by Appfire.
Atlassian consultant Ian Cooperman of Isos Technology joins Kerry O’Shea Gorgone to talk about how CBS streamlined their promo spot production process to address gaps in functionality, and bring in processes taking place outside the system (requests coming in via email, assets being shared as attachments, information tracked through spreadsheets...you name it).
Ian explains how CBS was able to get a much clearer picture of work-in-progress by enhancing Jira's native functionality through app integrations.
For all the details, check out the CBS case study on the Isos Technology website.
Ian Cooperman is an Atlassian Consultant on the Professional Services team at Isos Technology. He started his journey with Jira and Confluence as a Program Manager looking for a more efficient way for his digital teams to plan, track, and collaborate on work, all while providing transparency to leadership and stakeholders.
With a background in product management and agile software development, and more than 10 years of experience using Atlassian tools to optimize and scale teams, Ian helps both small and large organizations get the most value out of their Atlassian investment.
He is an Atlassian Certified Professional: Agile for Jira and Jira Project Administrator, an Atlassian ITSM Technical Sales Accredited Professional, as well as SAFe 5 Consultant Certified, and ITIL Foundations Certified.
Website: https://www.isostech.com
LinkedIn: https://www.linkedin.com/in/ian-cooperman
About The Show:
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"How do I streamline our service desk processes?" Find out in this episode of Appfire Presents: The Best IT Service Management Show by Appfire.
Appfire's Faith Nyamande joins Kerry O'Shea Gorgone to talk about how streamlining service desk processes boosts visibility into workflows and helps you scale, how it improves the end-user experience, what's required, and how to get started.
Faith Nyamande is Product Marketing Manager (ITSM) at Appfire.
Website: https://appfire.com/
LinkedIn: https://www.linkedin.com/in/faith-nyamande
About The Show:
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"What's the difference between Jira Service Management ('JSM') and Jira Software?" Find out in this episode of Appfire Presents: The Best IT Service Management Show by Appfire.
Atlassian expert Rachel Wright joins Appfire's Kerry O'Shea Gorgone to explain Jira Service Management ("JSM") vs. Jira Software. We cover feature differences between the two, who should use each program, and some other Jira options that might work for you depending on the work you and your team do.
**Rachel Wright** is an entrepreneur, process engineer, and Atlassian Certified Jira Administrator. She wrote *The Jira Strategy Admin Workbook,* and *The Ultimate Guide to Jira Migrations: How to Migrate from Jira Server to Data Center or Cloud.*
She's also a speaker, an Atlassian Community Leader and author of courses for new and advanced Jira admins and users.
She started using Jira and Confluence in 2011, became an administrator in 2013, and was certified in 2016 (the first year you could actually get certified).
She's the owner and founder of Industry Templates, LLC, which helps companies grow, get organized, and develop their processes.
Rachel also uses Atlassian tools in her personal life for accomplishing goals and tracking tasks. She wrote her first book, the “Jira Strategy Admin Workbook“, in Confluence and tracked her progress in Jira!
Website: https://www.jirastrategy.com/
LinkedIn: https://www.linkedin.com/in/rlwww/
About The Show:
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"What is Enterprise-Service Management (ESM)?" Find out in this episode of Appfire Presents: The Best IT Service Management Show by Appfire. Appfire's Faith Nyamande joins Kerry O'Shea Gorgone to talk about ESM (starting with what it is). We cover the difference between IT Service Management and Enterprise-Service Management and Faith shares some examples of what each looks like. Then we dive into the benefits of ESM and how to implement it at your organization.
Faith Nyamande is Product Marketing Manager (ITSM) at Appfire.
Website: https://appfire.com/
LinkedIn: https://www.linkedin.com/in/faith-nyamande
About The Show:
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"How do I manage Service Level Agreements (SLAs)?" Find out in this episode of Appfire Presents: The Best IT Service Management Show by Appfire. Appfire's Onder Ozcan joins Kerry O'Shea Gorgone to talk about Service Level Agreements: what they are, who they're for, and how to manage them in Jira Service Management and Jira Software. Onder Ozcan is Senior Product Manager ITSM at Appfire. He's been in IT for twenty years and is an Atlassian Certified Jira Administrator. Website: https://appfire.com/
LinkedIn: https://www.linkedin.com/in/onder-ozcan-6b463033/
About The Show:
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"How can I increase agent productivity when using Jira Service Management?" Find out in this episode of Appfire Presents: The Best IT Service Management Show by Appfire. Appfire's Vasiliy Kizhaev joins Kerry O'Shea Gorgone to talk about how automating mundane tasks can make your ITSM team more productive.
Vasiliy Kizhaev is a Team Lead at Appfire, specializing in Canned Responses Pro Templates and Chat for Jira Service Management.
**Website:** https://appfire.com/
LinkedIn: https://www.linkedin.com/in/vasiliyvasiliy/
About The Show:
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"How do I design user friendly support forms?" Find out in this episode of Appfire Presents: The Best IT Service Management Show by Appfire. Atlassian expert Rachel Wright joins Appfire's Kerry O'Shea Gorgone to talk about how to design support forms that are user friendly. Rachel's advice applies whether you use Jira, Jira Service Management, or other online tools for taking support requests.
We get into the process of setting up support forms, and Rachel offers tips like using the minimum number of questions, showing examples or instructions, and more.
**Rachel Wright** is an entrepreneur, process engineer, and Atlassian Certified Jira Administrator. She wrote *The Jira Strategy Admin Workbook,* and *The Ultimate Guide to Jira Migrations: How to Migrate from Jira Server to Data Center or Cloud.*
She's also a speaker, an Atlassian Community Leader and author of courses for new and advanced Jira admins and users.
She started using Jira and Confluence in 2011, became an administrator in 2013, and was certified in 2016 (the first year you could actually get certified).
She's the owner and founder of Industry Templates, LLC, which helps companies grow, get organized, and develop their processes.
Rachel also uses Atlassian tools in her personal life for accomplishing goals and tracking tasks. She wrote her first book, the “Jira Strategy Admin Workbook“, in Confluence and tracked her progress in Jira!
Website: https://www.jirastrategy.com/
LinkedIn: https://www.linkedin.com/in/rlwww/
About The Show:
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"What does change management have to do with ITSM?" Find out in this episode of Appfire Presents: The Best IT Service Management Show by Appfire.
Jira rockstar Rachel Wright joins Appfire's Kerry O'Shea Gorgone to talk about change management and ITSM. What if a customer request requires a change to a system or application? How you can create a path in the tools to link those things together? And how do you close the feedback loop and let the customer know you did the thing? Rachel shares valuable advice in this 10-minute episode.
Rachel Wright is an entrepreneur, process engineer, and Atlassian Certified Jira Administrator. She wrote The Jira Strategy Admin Workbook, and The Ultimate Guide to Jira Migrations: How to Migrate from Jira Server to Data Center or Cloud.
She's also a speaker, an Atlassian Community Leader and author of courses for new and advanced Jira admins and users.
She started using Jira and Confluence in 2011, became an administrator in 2013, and was certified in 2016 (the first year you could actually get certified).
She's the owner and founder of Industry Templates, LLC, which helps companies grow, get organized, and develop their processes.
Rachel also uses Atlassian tools in her personal life for accomplishing goals and tracking tasks. She wrote her first book, the “Jira Strategy Admin Workbook“, in Confluence and tracked her progress in Jira!
Website: https://www.jirastrategy.com/
LinkedIn: https://www.linkedin.com/in/rlwww/
About The Show:
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"How do I reply to customer feedback at scale?" Find out in this episode of Appfire Presents: The Best IT Service Management Show by Appfire.
Certified Jira Administrator Rachel Wright joins Appfire's Kerry O'Shea Gorgone to talk about how you can reply to customer feedback at scale.
For example, say a customer submitted their ITSM ticket, but they're still waiting for a reply. How do they know it's been received? How do they know when it's being worked on? How often should you notify them of a change?
Rachel explains how to set up processes for handling customer feedback so you don't miss the opportunity to improve (and so customers don't feel ignored).
Rachel Wright is an entrepreneur, process engineer, and Atlassian Certified Jira Administrator. She wrote The Jira Strategy Admin Workbook, and The Ultimate Guide to Jira Migrations: How to Migrate from Jira Server to Data Center or Cloud.
She's also a speaker, an Atlassian Community Leader and author of courses for new and advanced Jira admins and users.
She started using Jira and Confluence in 2011, became an administrator in 2013, and was certified in 2016 (the first year you could actually get certified).
She's the owner and founder of Industry Templates, LLC, which helps companies grow, get organized, and develop their processes.
Rachel also uses Atlassian tools in her personal life for accomplishing goals and tracking tasks. She wrote her first book, the “Jira Strategy Admin Workbook“, in Confluence and tracked her progress in Jira!
Website: https://www.jirastrategy.com/
LinkedIn: https://www.linkedin.com/in/rlwww/
About The Show:
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"How do I protect customer data when collecting feedback?" Find out in this episode of Appfire Presents: The Best IT Service Management Show by Appfire. Atlassian expert Rachel Wright joins Appfire's Kerry O'Shea Gorgone to share some cautionary tales (and tips on how to avoid turning into one yourself), and address what information is safe to put in your applications. Spoiler Alert: it depends on organization and compliance regulations, like what country you're in and where the data is stored!
We go over examples to help you establish or refine your data collection practices.
Rachel is an entrepreneur, process engineer, and Atlassian Certified Jira Administrator. She wrote The Jira Strategy Admin Workbook, and The Ultimate Guide to Jira Migrations: How to Migrate from Jira Server to Data Center or Cloud.
She's also a speaker, an Atlassian Community Leader and author of courses for new and advanced Jira admins and users.
She started using Jira and Confluence in 2011, became an administrator in 2013, and was certified in 2016 (the first year you could actually get certified).
She's the owner and founder of Industry Templates, LLC, which helps companies grow, get organized, and develop their processes.
Rachel also uses Atlassian tools in her personal life for accomplishing goals and tracking tasks. She wrote her first book, the “Jira Strategy Admin Workbook“, in Confluence and tracked her progress in Jira!
Website: https://www.jirastrategy.com/
LinkedIn: https://www.linkedin.com/in/rlwww/
About The Show:
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"What should I do before I build the customer feedback form?" Find out in this episode of Appfire Presents: The Best IT Service Management Show by Appfire.
Jira rockstar Rachel Wright joins Appfire's Kerry O'Shea Gorgone to talk about customer feedback forms: how make them easy to complete, user friendly, and how to ask the right questions. We get into what field types you use to collect data, and a few things to avoid.
Rachel is an entrepreneur, process engineer, and Atlassian Certified Jira Administrator. She wrote The Jira Strategy Admin Workbook, and The Ultimate Guide to Jira Migrations: How to Migrate from Jira Server to Data Center or Cloud.
She's also a speaker, an Atlassian Community Leader and author of courses for new and advanced Jira admins and users.
She started using Jira and Confluence in 2011, became an administrator in 2013, and was certified in 2016 (the first year you could actually get certified).
She's the owner and founder of Industry Templates, LLC, which helps companies grow, get organized, and develop their processes.
Rachel also uses Atlassian tools in her personal life for accomplishing goals and tracking tasks. She wrote her first book, the “Jira Strategy Admin Workbook“, in Confluence and tracked her progress in Jira!
Website: https://www.jirastrategy.com/
LinkedIn: https://www.linkedin.com/in/rlwww/
About The Show:
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.
"How do I use tools to collect and manage customer feedback?" Find out in this episode of Appfire Presents: The BEST ITSM Show by Appfire. Jira rockstar Rachel Wright joins Appfire's Kerry O'Shea Gorgone to talk tools, and how you can use them to make sure your organization is using (and responding to) customer feedback to improve your product or service. We talk about the best approach for small teams, big teams, and everything in between.
Rachel is an entrepreneur, process engineer, and Atlassian Certified Jira Administrator. She wrote The Jira Strategy Admin Workbook, and The Ultimate Guide to Jira Migrations: How to Migrate from Jira Server to Data Center or Cloud.
She's also a speaker, an Atlassian Community Leader and author of courses for new and advanced Jira admins and users.
She started using Jira and Confluence in 2011, became an administrator in 2013, and was certified in 2016 (the first year you could actually get certified).
She's the owner and founder of Industry Templates, LLC, which helps companies grow, get organized, and develop their processes.
Rachel also uses Atlassian tools in her personal life for accomplishing goals and tracking tasks. She wrote her first book, the “Jira Strategy Admin Workbook“, in Confluence and tracked her progress in Jira!
Website: https://www.jirastrategy.com/
LinkedIn: https://www.linkedin.com/in/rlwww/
About The Show:
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.