Incident management with Microsoft 365 for Jira
Products | Jira Service Management, Microsoft 365 |
|---|---|
Category | Incident and service management |
Stakeholders | Service agents, internal clients, Ops team member |
Effective incident management relies on Jira Service Management and seamless coordination between service agents, internal clients, and ops teams. By integrating Microsoft 365 tools, organizations can streamline reporting, alerts, and ensure full transparency keeping all stakeholders informed and response times fast.
Work in progress: We’re improving use cases with Microsoft 365 for Jira. You want to talk about your individual use case? Get in touch.
Challenge
When a critical IT incident occurs, fast and effective communication is crucial to minimize downtime and business impact. However, teams often struggle with scattered information, slow response times, and a lack of clear accountability. While IT teams manage incidents in Jira Service Management, business stakeholders rely on Microsoft 365 tools like Teams and Outlook. The challenge is to ensure smooth coordination, rapid detection, and clear reporting without losing track of crucial details or communication.
Solution
To handle incidents efficiently, the solution is structured into key steps: incident alerting, incident command center, and communication. This is where Microsoft 365 for Jira can streamline the incident management process, bringing IT and business teams together for more effective collaboration.
Incident alerting | Incident command center | Team communication | Customer communication |
|---|
Incident alerting
Automated alerting: Microsoft 365 for Jira automatically triggers alerts when an incident is detected in Jira Service Management. Work with adaptive cards in incidents to get all relevant information to your team COMING SOON
Alerting in chat: Key responders receive instant Teams notifications via enhanced Jira automation.
Alerting in channel: A dedicated Teams channel can be used to post updates for full visibility in JSM and Teams.
Incident command center
Incident chat (war room chat): A focused Microsoft Teams chat is created to coordinate the response, documented in the JSM incident.
SLA breach notification: Automated notifications warn in Microsoft Teams when an SLA is about to breach.
Team communication
Stakeholder channel: A stakeholder Teams channel provides status updates for internal stakeholders, accessible in Jira Service Management, too. Use adaptive cards to update stakeholders and provide useful Jira native features (e. g. stakeholder comments) inside Microsoft Teams.
Status update meeting: Regular sync calls via Microsoft Teams ensure IT and business teams are aligned while everything is tracked in JSM.
Stakeholder email: Critical JSM updates are also sent via email to ensure visibility beyond Teams.
Post incident review: You can also add an AI driven summary of your chats as a comment to your JSM tickets.
Customer communication
Status update meeting: A dedicated customer update call, planned from within JSM, keeps them informed.
Customer chat: A separate Teams chat allows quick interactions with affected customers, accessible in Jira Service Management.
Customer email: Formal communications through email ensure all updates are documented, no matter what tool you use.
This approach ensures a rapid and organized response to IT incidents, improving visibility, collaboration, and resolution times across teams. All communication - whether via Teams, Outlook, or automated alerts - is available in Jira Service Management, ensuring full transparency and a documented incident management process.
You want to talk about your individual use case? Get in touch!