Jira Service Management
The IT Service Management (ITSM) tool of choice worldwide
- Cloud
- On-premise
ITIL-compliant change management, incident management, service request management and problem management.
Centralised management of queries via web, email and chat.
IT service management tool that streamlines enquiry operations
Jira Service Management Features
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ITIL-compliant
Jira Service Management is ITIL V4 compatible with PinkVERIFY in the following seven process management areas.
Change Realisation, Incident Management, Service Request Management, IT Asset Management, Knowledge Management, Service Catalogue Management and Service Configuration Management.
Ricksoft also has a number of ITIL® 4 certified personnel.
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Documentation Function
A Knowledge Base Function has been added, allowing users to create and manage documents without the need to purchase a Confluence licence.
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Extensibility of Function
The integration with Slack has been enhanced to enable tickets to be raised from Slack to Jira Service Management. Numerous apps (add-ons) exist that can be easily integrated with other product functions and can be extended according to the required Function.
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Highly cost-effective
Jira Service Management is based on the number of "contact person (agents)", not on the number of "customers".
Video introduction to enquiry management and ITSM solutions
This 2-minute video explains the enquiry management and ITSM solutions
that are tailored to your current problems and your company's situation.
Leave operational support to us at the time of introduction and after introduction!
Ricksoft not only sells licenses, but also provides introduction support, operation and support, and educational support based on our extensive experience as our “original service” to maximize the value of the tools you have introduced.
Original Services
Support menu at the time of introduction
- Solution Proposal
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We can also make proposals for integration with non-Atlasian products (e.g. Slack).
- App Proposal
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We can suggest the best apps to extend Jira Service Management according to your needs.
Post-introduction support menu
- Help Desk
Contact the Help Desk when you need help 
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Ricksoft has many qualified professionals who are experts in Atlassian products. As help desk members, we support customers with any problems they may encounter.
- Documentation
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We provide original knowledge and documents to the public in Japanese.
*Some paid services
- Training
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We support users' skill improvement through regular training for managers and users, as well as training for individual company.
*Paid service
- E-Learning
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E-learning, which is based on training and filled with the know-how of our training instructors, provides a learning environment that can be repeated anytime, anywhere.
*Paid service
Points in line with customer requests, made possible because we are a Japanese company
- Billing Support
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Payment by invoice (mail or e-mail) is available.
- Pre-Renewal
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Our staff will contact you prior to your renewal if you have an annual contract.
- Consultation and Support for Contract Modification
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Our sales staff will support you when you need to make changes to your contract, such as upgrades.
A Wide Variety of Apps
One of the attractive features of Jira Service Management is the wide variety of apps that extend its functionality.
There are free apps and paid apps.
Both can be installed from the Atlassian Marketplace.
Main Product Functions
Increased interaction time with enquirers! Omissions in response! Solving problems such as.
The system covers all the Functions required for helpdesk work.
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Centralised management of enquiry windows
A dedicated enquiry portal screen can be created to centrally manage enquiries.
Automation of reception completion emails to inquirers can also reduce the amount of time spent on communication.
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Enquiry management
Automatic ticket generation for each enquiry and visualisation of the person in charge and status prevents omissions.
The filtering function makes it easy to find the information you are looking for.
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Creating knowledge of query content
By utilizing the Knowledge Base Function of Confluence, another Atlassian Product Functions, it is possible to turn FAQs, troubleshooting and other articles into knowledge.
This can improve the self-resolution rate of enquirers.
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Customisable workflows
Workflows can be set and changed for each issue type.
This makes it easier to create a system where work proceeds along a predefined route.
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Service Level Agreement (SLA) setting
SLA achievement status is displayed in both the queue and ticket details, so teams are always aware of their priorities, which can improve customer satisfaction.
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Reporting and Analysis Function
Automatic generation of reports on registered tickets.
The status of query resolution can be checked in graphs, and improvements can be repeatedly implemented by creating reports based on arbitrary conditions.
Usage Environment
Available in the cloud (SaaS) or on-premise, depending on customer needs.
RickCloud, a fully managed service environment provided by Ricksoft, is also available.
*RickCloud is an environment with services to operate on-premise licenses in a cloud environment (AWS).
- SaaS
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Atlassian Cloud
- Fully managed
cloud services 
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RickCloud
- On-premise
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Data Center
Why Ricksoft?
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Extensive implementation experience with Atlassian products
Ricksoft is a “Platinum Solution Partner,” a company that has met Atlassian's highest training standards and has proven itself capable of providing products and services appropriate to the scale of the client.
Ricksoft is a Platinum Solution Partner. We have also developed many applications to make Jira Software even more useful.Atlassian Partner Directory
*Go to external siteWe are also certified as an expert partner in the cloud sector
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Ricksoft's unique support plan
Ricksoft's unique paid support plans are available for both cloud and on-premise services. We also offer training, e-learning, and guidebooks on how to use the tools to ensure that you get the best support for your phase and scale.
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Providing solutions utilizing a wide range of products
As an authorized partner, we handle not only Atlassian products including Jira Service Management, but also a variety of tools that can be combined to accelerate business efficiency, enabling us to propose solutions that meet your challenges.
Contract Flow
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Inquiry by form
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Quotations will be sent by e-mail. A representative may also contact you by email or phone.
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Trial
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Order placement and various procedures
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Delivery
Delivery usually takes 3 to 5 business days from the time of order placement. -
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Help desk registration completed
(only if you signed up for support)
Jira's transition
Jira has always evolved to be more useful to meet your needs.
You can use it alone or in combination.
