Follow standard best practices for Information Technology Infrastructure Library (ITIL) problem management so align IT Services with business needs.
Begin by filling a knowledge base, like Confluence, for customers to help themselves with comprehensive catalogues and search queries, how-to, and Q&A.
Automate, incident trends, or allow technical support staff to report issues. The Service Management team member records the details and links related to incidents and labels and categorises the problem in order to make review and reporting task easy.
In order to prioritise tasks ensure that standards, frameworks and SLA (service level agreements are set up beforehand and that includes frequency of related incidents and their impact.
Upgrade your Jira Service Desk to Jira Service Management to get your teams on the same page. To get better visibility on your team efforts you can work Smarter for more impact on Jira's open work platform. Jira Service Management will deliver better integrated, streamlined workflows across development and operations speed that can scale.