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Moving Towards Zero Touch IT with BetterCloud, Halp, and Jira Service Desk

Marisa Gilman

December 23, 2021

3 minute read

ZeroTouch-Halp_FeatureImage

In today’s world, the process for an employee to make a software or application upgrade request is usually cumbersome, time-consuming, and tedious. We commonly come across two different methods for users to make such IT requests.

This first requires users to open up third party portals or web pages. The second (and less formal) method we see is using one-off messaging through a chat tool or email with no proper official tracking of requests. These processes are draining, not only on the IT side but also from the end user experience.

Today, let’s explore how you can automate many of these processes by integrating Halp and Jira Service Desk with BetterCloud.

The Challenge

Think about all the hand-offs and touch points to get something as simple as a Zoom license upgrade. The user starts this process by taking extra time to navigate to their corporate ticketing system and filling out the details surrounding their request, only to submit without any idea when IT will get around to it. 

On the backend of this, IT must pause what they are doing and assign the ticket to an administrator. That person then needs to gather the information and resources required to resolve the ticket. This could include extra steps such as managerial approval or confirmation. Even after they get approval to grant access, they need to open up the additional admin consoles of the applications to make the manual changes. 

Of course, that’s not all. To complete the cycle, IT needs to return to the initial ticket to close it out and inform the end user that the request has been completed. This process can take anywhere from a few minutes to a few hours/days depending on the flow and number of touchpoints. You can see an overview of what this process looks like today in the diagram below.

The method that involves one-off messaging through a chat tool or email works in a similar flow. However, there is no formal tracking in this process, which leads to ambiguity and easily missed steps. There is a huge room for improvement in terms of time, efficiency and other aspects that BetterCloud can assist with—and ultimately helping you move towards zero touch IT.

The Solution

By leveraging BetterCloud’s Platform API and library of API calls, IT departments can start to move to a zero touch IT model.

As mentioned above, processes today have so many hand-offs, which can lead to human error and longer response times. By connecting BetterCloud directly to your communication and ITSM tools, like Halp and Jira respectively, IT departments can utilize workflows to trim down both the number of touchpoints and average time it takes for end-to-end IT management. In this specific case, the request can start in a communication tool like Microsoft Teams, eliminating the time and pain for users to have to navigate to other external systems. 

Utilizing Halp’s internal bot and ticketing system, users are able to create a ticket from a direct message within their main communications tool. Workflows will enable the internal bot to automatically create a ticket within Jira, which you can read more about in this previous post. Jira listens and sends information to BetterCloud to automate the process of fulfilling the request and handling approvals. The diagram below shows how this process is simplified and automated when integrating these solutions with BetterCloud.

To get a walkthrough demo of how BetterCloud, Halp, and Jira Service Desk work together, check out this video:

What’s Next?

For further documentation on implementing zero touch processes with BetterCloud and Halp + Jira Service Desk, click here.

Want to learn more about how BetterCloud can help your IT organization increase efficiency and deliver a best-in-class employee experience? Request a Demo

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