ITSM Engineering

The goal is customer enthusiasm

Which customers will you recommend to others? It's obvious - the enthusiasts!

The not so easy question, how do you reach more enthusiastic customers? Through speed, reliability, adherence to delivery dates, transparency, etc. These are the most important performance indicators and according to ITSM, processes are divided into the areas of service request, incident, problem, change and knowledge management. EPS can help you set up your processes based on Jira, Jira Service Desk, Confluence, Statuspage and OpsGenie.

EPS manages nine apps in the Atlassian Marketplace and thus knows the success factors from its own experience. With over 1'000'000 app users, the suitability of EPS' ITSM engineering is also proven. If you would like to learn more about the Atlassian approach, please click on the button for further information.


Install, configure, train, etc. Jira Service Desk

EPS Helpdesk - about 3 tickets issued per day

The Atlassian app team process a minimum of three tickets per day which means we have atleast 3 opportunities a day to inspire and create relationships with customers. To achieve this goal as smoothly as possible, EPS relies on the Jira Service Desk in combination with Confluence and Jira Software.

Do you also want your team to inspire as many customers as possible? Then get in touch with us. We will be happy to present our solution to you and set up your helpdesk within a few days. Of course, we also offer team training on the different applications.

Tobias Kappeler
Tobias Kappeler
Graduate in Business Information Technology FH
Head of Atlassian Team - Business Development
T +41 71 914 40 89

Configure and set up the Status Page

Communication of incidents

There are as many ways to trigger an incident as there are new code implementations around the world. With the increase in cloud-dependent enterprises, the responsibility for uptime has shifted from local server teams to the service providers themselves. SLAs, SLOs, and downtime-related websites have suddenly come to life in the Internet age, and a status page is now an industry standard.

EPS also uses Statuspage on three of its Confluence cloud apps (micro services based on Heroku), which begs the question, how do you communicate incidents in your corporation?