22. 11. 2024
Atlassian, Service Management
As an EriZone consultant I stand at our customers’ side during phases of process changes. Mostly, it is not to change the fundamentals of the workflows, since the companies usually have them already clearly defined and well described in many documents. The challenge is to translate the processes by using a tool that allows to guide the various people/roles which are involved in those processes.
When it comes to translating processes, EriZone and the experience gained over the years, enable us to support our customers indicating suggestions to implement efficient workflows.
The success of a new implementation is largely due to EriZone that allows to operate in line with ITIL best practice guidelines. But also an open approach to the necessary changes and the new features provided by the new tool is very important.
Special attention should be paid also to the freedom of action of the system users:
In some cases a very restrictive approach that leads workflows in certain directions is required. In other cases it may be frustrating for the user being in dead ends from which they cannot get out.
Therefore, an initial analysis that takes into account all possible exceptions is critical. Moreover, the definition of escape routes for users with higher privileges should be planned.
EriZone provides a process management tool adapted to implement workflows that guide the operators through the various stages of even complex processes which include the exceptions previously noted.
Using the Process Management, it is possible to implement various types of flows including:
Entry of new employees, work changes, provisioning, sw changes etc.
In my next articles I will describe how to implement a first flow with EriZone. If you have suggestions or questions, please add a comment below.
Gabriele Cecco
Technical Consultant at Würth Phoenix
I’m Gabriele Cecco, a consultant at Wuerth Phoenix with extensive experience in ITSM processes. Over the years, I’ve worked with various ITSM software tools, and since 2020, I’ve specialized in the Atlassian suite, earning certifications and helping many companies configure their Atlassian products.
In my free time, I enjoy listening to science and entertainment podcasts, watching movies and TV series, and traveling. I’m passionate about exploring the world, and when I’m not traveling abroad, I love spending weekends in South Tyrol with my wife and our minivan, Windy.
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