IT Service Management for banking and financial institutions insurance providers Telecommunications companies digital service organizations enterprises with IT departments across all sectors government and public institutions

Elevate your ITSM operations

Jira Service Management serves as Atlassian’s comprehensive IT service management platform for cross-functional teams. This unified solution enables you to receive, categorize, prioritize, track, manage, and resolve customer requests efficiently—ensuring you consistently meet service level agreement targets.

As Algeria’s unique Atlassian Solution Partner, Kepler Technologies delivers complete ITSM project implementation and support. We provide software licensing, process implementation, ongoing maintenance and support, plus consulting, auditing, and enhancement of your existing ITSM infrastructure.

Main Jira Service Management ITSM service page

Our ITSM journey

January 2018

Kepler Technologies deploys Jira Service Management as Atlassian Partner and establishes ITSM best practices for internal operations, then expands services to clients for comprehensive problem and incident management. We configure SLAs and escalation protocols, achieving a consistent 98% SLA compliance rate.

July 2023

Kepler Technologies deploys ITSM tools and frameworks at the Presidency of the People's Democratic Republic of Algeria, demonstrating our capability to deliver solutions that meet stringent procedural and security requirements. We successfully implement and deliver the first "Incident Management" process in October 2023.

Key capabilities of our ITSM solutions

Efficient IT operations

Work progress management

Configure domain-specific workflows and monitor request progression through clearly defined statuses: "In Progress," "Awaiting Approval," and "Resolved."

Template library

Access over 300 pre-built workflow templates that address comprehensive use cases and business requirements.

Incident management

Classify requests and differentiate alert handling based on source and urgency levels. Escalate critical incidents by engaging appropriate development and operations teams with complete context sharing. Utilize native or Zoom video integration for real-time collaboration, automatically document actions through detailed incident timelines, and deploy automation to accelerate resolution processes.

Request management

Request management Consolidate incoming requests from email, chat platforms, service portals, and additional channels. Establish queues for tracking, sorting, and assigning requests efficiently. Execute batch operations and leverage machine learning to group similar tickets, streamlining the classification of service requests, incidents, problems, and changes.

Asset management

Manage IT assets comprehensively through inventory tracking, maintenance scheduling, upgrade planning, and decommissioning processes. Standard functionality encompasses hardware, software, network infrastructure, data management, dependency mapping, IT service mapping, and compliance monitoring.

IT Change management

Reduce operational burden and enable informed decision-making through contextual insights from development and infrastructure tools, automated risk assessments, sophisticated approval workflows, and CI/CD integrations.

Knowledge management

Enable users to resolve issues independently and foster team collaboration through comprehensive knowledge base resources. Machine learning algorithms surface relevant content, delivering curated solutions to customers and employees.

Process automation

Minimize manual workload through key task automation. Streamline low-risk change approvals and deployments automatically. Jira Service Management provides intuitive automation configuration with ready-to-deploy rules.

Time management and SLAs

Define and monitor timeframes for each workflow stage with precision. Prioritize task resolution and implement automated escalations that notify appropriate team members, preventing SLA violations.

Communication systems

Deploy comprehensive notification systems through email, SMS, in-app alerts, or webhooks. These systems ensure rapid response to requests and changes through timely alerts, reminders, and escalations.

Why partner with Kepler Technologies for ITSM solutions

01.

Resource optimization and cost control

Automated, intelligent task assignment to qualified resources, combined with our comprehensive knowledge base, significantly reduces request resolution timeframes.

02.

Accelerated response and resolution

Integrated SLA monitoring ensures every task operates within defined time parameters and performance benchmarks.

03.

Enhanced communication and collaboration

Platform-integrated commenting systems improve request clarity while strengthening team collaboration and service quality.

04.

Proactive incident prevention

Our knowledge base facilitates rapid handling of recurring incidents, enabling proactive management strategies and faster resolution cycles.

05.

Regulatory compliance assurance

Built on industry-standard frameworks with local regulation integration capabilities, our ITSM solutions ensure complete compliance adherence.

06.

Superior user experience

Embedded best practices and standardized processes deliver enhanced IT service quality, resulting in improved customer satisfaction metrics.

Transform your IT operations with Kepler Technologies custom ITSM solutions

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