ITSM Processes That Work
Your IT support can be faster, more efficient, and more reliable.
We help you set up and improve ITSM processes – including request management, incident management, change management, and Configuration Management Database (CMDB) – using proven best practices and modern tools.
We help you set up and improve ITSM processes – including request management, incident management, change management, and Configuration Management Database (CMDB) – using proven best practices and modern tools.
Change Management
The implementation of the change management process is seamless and fast thanks to Unicorn Systems’ solutions built on Atlassian tools, particularly Jira and Jira Service Management. These solutions also enable easy integration with the Demand Management process. Unicorn Cloud Systems consultants, supported by a well-designed workflow, connect the worlds of business, IT and development teams, tailoring the solution to the specific needs of your company. This ensures that everyone works in an environment familiar to them, increasing both the success rate and the overall volume of implemented changes.
Request Management
Solutions built on Atlassian products enable efficient management of service requests – from creation to resolution. With a clear catalogue, categorisation, prioritisation, and automated workflows, you achieve faster response times from support teams and higher quality of delivered services.
Incident Management
Our Incident Management solution in Jira Service Management ensures fast and automated handling of incidents from reporting to resolution in line with the defined SLAs. It enables efficient prioritization, communication, and escalation while supporting a self-service approach for users without IT process knowledge.
Problem Management
Problem Management ensures timely detection of issues, their recording, root cause analysis, and resolution. Key parameters of the process include early problem detection, proper documentation (including solutions), and identification of root causes. For easier management and storage of documentation, we can offer solutions based on Atlassian products — for example, Jira integrated with Atlassian Confluence.
Demand Management
Demand Management helps organisations understand, anticipate, and manage service demand to ensure optimal use of resources. Our solutions in Jira and Confluence enable you to plan capacity, track resources and projects in real time and keep your IT services aligned with business needs.
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