SErvice MAnagement
Welcome to the world of service management—ready to take your processes to the next level?
In the field of technical infrastructure, service management refers to:
the structured management of all recurring and ad hoc services provided to ensure the secure, compliant, and efficient operation of facilities, networks, and systems. This includes, for example:
- Incident management
- Action management (changes, maintenance, interventions)
- Maintenance and test management (lifecycle services)
- Communication with market partners (information management)
- Documentation, verification, approval processes
- Crisis response, readiness, escalation
It does not matter whether the service is provided digitally, physically, or by a service provider. What is important is that it is process-oriented, traceable, and managed in accordance with regulations.
Mission
18 missed calls, ten red-level alerts, 50 unread emails in your inbox, and 35 chat messages. “Welcome back” to the daily chaos of the control room. Before your coffee has even finished brewing, you are overwhelmed by 85 open tickets, escalations, and queries. Every mistake costs time, every failure puts operational responsibility in jeopardy. Congratulations, you have made it to the final boss level of plant operation. The enemy: ultimate chaos.
And it fights with unfair means:
-
Never-ending email threads
Critical events disappear in confusing message chains with bloated distribution lists
-
Countless Excel spreadsheets that are almost impossible to keep up to date
Everyone manages their own version according to their own criteria. “Version 17.3” clashes with “Version 17.3_final_final2.” The only rule: nothing fits together.
-
Departmental silos that withhold information
Each team works independently, and valuable work gets stuck because it does not cross interfaces, or does so only after significant delays. The result: inefficient processes, unnecessary waiting times, and valuable information disappearing into thin air.
-
Lack of clear responsibilities
No one knows what anyone else is working on, deadlines are missed, and tasks are not completed properly.
-
Lack of prioritization
Whether it's an SLA violation or a minor issue, without a central overview and a shared platform, it's impossible to know which task should be addressed first. Prioritization? Not a chance.
The good news: Not even the greatest hero goes into battle unarmed. Service management based on Atlassian is the perfect power-up against inefficient operational workflows. With structured processes, automated task management, and crystal-clear transparency, you can transform chaos into orderly processes and take your organization to a whole new level.
This is how you break down silos, activate real teamwork, and unlock the ultimate cheat code upgrade: a company-wide platform that connects all services. Instead of reactive stress, you get a forward-looking overview. Instead of lone wolves, you get a well-coordinated crew.
Ready to take on the challenge?
We'll help you get the most out of your power-up.
Quest
How to turn chaos into control with service management
How to turn chaos into control with service management
employee experience
First and foremost, you need a vision. What would your working day look like if chaos no longer stood in your way? Imagine a world where workflows run as precisely as a flawless speedrun. A world where requests and reports no longer disappear into data nirvana, but are automatically recorded, prioritized, and processed. To achieve this, you need a foolproof tactic. And that tactic is: service management with Atlassian
Service management takes your business to the next level: what has long proven itself in IT—where we refer to it as IT service management (ITSM)—unleashes its full potential for the services of all technical facilities and non-technical teams.
Sounds good? We think so too! But what does that mean for you specifically?
Your service management superpowers
-
Break down silos
Centralize all processes and ensure transparency—so that everyone knows what's going on.
-
Automate workflows
No more manual tasks and delays – put service requests on autopilot.
-
Manage data in real time
No more inconsistent tables and scattered documents—a single, always up-to-date source of truth.
-
Better collaboration between departments
Everyone can see what is being worked on and who is responsible for which ticket – instead of working at cross-purposes.
-
Focus on the big picture
Instead of solo runs, there is now a cooperative game – everyone works synchronously toward the same quest success.
Your quest log – typical use cases
Whether electricity is flowing, gas is arriving safely, or charging points are reliably accessible – in infrastructure operations, one thing counts above all else: real-time availability. But behind the scenes, pure process chaos often lurks.
Without clear processes and structured collaboration, every disruption becomes a side quest without a map. With service management, you get a navigation system for your daily tasks – so that no task gets lost in the fog of operations.
Typical quests from the everyday life of network and plant operators:
Malfunctions: Alarm from
the control center
Suddenly red: A charging station is offline, the line pressure is incorrect, or a sensor is reporting an error. What do? With service management, malfunctions are automatically recorded, prioritized, and forwarded directly to the responsible department—including escalation, SLA monitoring, and complete documentation. Everything remains traceable, all in one system that defies chaos.
Maintenance & servicing: The plan for a technology level-up
Whether it's scheduled maintenance or a spontaneous on-site call-out, your technical team needs to know where they're going so they don't get lost in the maze of chaos. Service management enables proactive planning of maintenance activities, mobile feedback, and a direct link to the relevant assets or processes. No more tinkering with partially updated Excel spreadsheets, no more tedious documentation—just a clean digital process that doesn't even bat an eyelid in the face of chaos.
Customer Support: Help for end customers and location partners
Is a charging point occupied, defective, or displaying incorrect prices? With a central service portal, an accessible knowledge database, and smart escalation rules, your support team becomes a bonus mentor in the game—a kind of smart tipster who is there exactly when you need them. Structured, efficient, and focused on what really matters: customer satisfaction.
Shift handovers: No loss of game progress between levels
What happened? What still needs to be done? What was critical? In plant operations, there is no such thing as a real “shift change” – chaos never sleeps, and the hero position must be filled around the clock. With service management, shift handover runs like an automatic save point in multiplayer mode: every action, every status, and every escalation is documented so that the replacement can take over immediately without having to reload. A smooth transition to the next level.
Technical operations management: Everything at a glance
The combination of tickets, assets, and processes provides a new perspective on operations. Just like in a well-maintained quest log, you can see which tasks are still open, who is currently working where, and how progress is being made on individual quests. Who is responsible for which station? Which components are affected? What does the history look like? Service management sheds light on the situation—systematically, visually, and across teams.
Your service management toolkit –
The best power-ups for your business
Now you know your challenge and what's worth fighting for. It's time to take a closer look at what you've been given: your tools. Like any true hero, you need the perfect loadout, because the right combination of keys can mean the difference between victory and defeat.
The good news is that you can rely on us completely when choosing your power-ups. At linked-planet, we have accumulated a wealth of experience points (EP) over the years and are to you what Q is to James Bond. We select the right tools for you from the large pool of Atlassian tools and tailor them to your individual needs.
These basic power-ups will lead you to success:
Jira Service Management
Your ultimate weapon against unstructured requests: With this powerful service desk, which is geared toward user needs, you can declare war on lost emails and endless tickets that disappear into thin air. Automate processes, prioritize tasks, and stay in control of all requests before they get out of hand.
Jira Assets
Your inventory is always tidy: with this magic crystal ball, you always know what resources are available to you. You have everything in view and always have the right tool at hand for every situation. And if the dreaded license monster has once again devoured application accesses? No problem—with Jira Assets, you can easily expose it and restore lost permissions in no time. It's just a matter of proper management!
Confluence
Your magical book of knowledge: Every good quest needs a glossary. Confluence is a central knowledge library for all relevant information that your team can access at any time. No lost instructions, no outdated documents—just clear, well-structured content.
Atlassian Rovo
AI by your side: Who knows what the future will bring? Unlock the power-up now to automate repetitive tasks and prioritize requests more intelligently.
Put together your perfect loadout: each of these tools is a veritable loot box – bursting with gadgets and possibilities. Our insider tip: Combine them all to unlock a hidden side quest, the reward for which lays the foundation for your transformation into a magical scholar. Jira Service Management, Jira Assets, and Confluence together are your ultimate trio for structured requests and seamless collaboration, with AI providing the final level-up for these tools. Pure magic, in other words.
Bonus Level
Good practices & legendary service management success stories
previous heroes.
Even if you've felt alone and lost in the fight against chaos so far, you're not the first to face the end boss level of corporate organization. Be inspired by the success stories of great heroes who have already realized their dream of a structured workday.
Each of these stories shows that the end boss is not invincible. If others have done it, so can you. Ready to write your own success story?
We can help you with that!
Request an initial consultation now!
High Score
Measuring success for maximum efficiency
You've completed the most difficult quests, leveled up your skills, and taught ultimate chaos to fear you. But how do you know if you've been rewarded with enough XP? And whether your company is moving up the high score board?
In the world of service management, success is also a matter of definition—and only hard facts and real progress count when measuring your success.
Metrics for measuring success:
Minimized downtime
Thanks to structured workflows, clear escalation paths, and targeted error handling, your system availability increases noticeably. Each failure is neatly documented as a completed side quest—including history for later evaluations or audits.
Legally compliant traceability
Whether it's the “regulation” opponent (e.g., energy industry, BNetzA) or the “internal quality management” middle boss—with service management, everything is logged, time-stamped, and clearly assigned. No guesswork, just complete compliance.
Faster processing of service requests
What used to take days can now be done in hours. Automation, clear responsibilities, and smart self-service portals make it possible.
What used to take days can now be done in hours. Automation, clear responsibilities, and smart self-service portals make it possible.
Optimized service processes mean that everyone gets the support they need faster, which also boosts customer satisfaction.
Increased employee satisfaction
Less frustration, more productivity, and clear workflows for everyone also put a smile on the management's faces.
Greater transparency in work processes
There is a clear definition of recurring processes, everyone can see what is happening, and no one is left in the dark.
Reduction of manual errors
Automated processes eliminate misunderstandings and inefficient workarounds.
Automated processes eliminate misunderstandings and inefficient workarounds.
Clear processes and smooth collaboration promote positive team dynamics.
Our promise: If our customized service management solution does not deliver the desired improvement on the first attempt, we will play through the level with you again—until the transformation is perfect!
Roadmap
This is how collaborating with linked-planet works
Lost your way halfway through the level? No problem, your quest log always shows you what comes next, from the initial idea to well beyond implementation.
At linked-planet, we take you by the hand from the very first minute and guide you through a perfectly coordinated hero's journey.
Start now with step 1 – find the perfect solution with linked-planet!
-
Initial consultation & orientation
First, we take a close look at your current situation: Where does your department or company stand right now? What challenges do you want to overcome? Together, we set initial goals and check whether we are the right co-op partners for you—with framework backups such as ITIL or COBIT in our toolkit, but without framework dogma.
-
Exploring the gaming environment: Analysis & shared view of the status quo
In the next step, we work with you to assess your current situation – from your operating model to your escalation logic. We discuss your existing processes, tools, workarounds, and goals. Important: We evaluate what works – and what we can improve in a targeted manner.
-
Create a quest log: Prioritize together & get started
We start where the greatest benefit lies for you. With an open backlog and an open Kanban-based process, we iteratively define manageable, prioritized quests—with clear objectives, visible progress, and maximum flexibility. No rigid roadmaps, but a dynamic path that teaches and grows with you.
-
Iterative power-up: Implementation in ongoing game moves
Now we're entering the active phase: We implement, deliver initial results quickly, and bring new features directly into the system. Our motto: No endless tactical maneuvering, but rather starting the game early with a stable setup and then continuously adjusting until everything runs smoothly. Every improvement is tangible, coordinated, and adapts to your game flow. Regular coordination ensures transparency across all game moves—with a focus on progress, not formalism.
-
XP boost for the team: Enablement & knowledge transfer
What would a good game be without a skill tree? You and your team grow with the solution. We coach you in using Jira Service Management, Confluence, and more—hands-on, practical, and tailored to your progress in the game. So you don't just survive, you take on the role of the hero.
-
Long-term quest & mentor support
Once a mentor, always a mentor: even after defeating the final boss, we remain at your side. Want to further optimize processes? Tackle new quests? We accompany you on your long-term journey to ultimate service excellence.
Competent advice on equal terms and a partner who will guide you safely to your goal.
Get in touch!
Multiplayer Mode
What makes linked-planet your perfect co-op partner
An epic adventure like this is even better when you don't have to tackle it alone. The difference between a tedious solo run and a perfectly orchestrated co-op experience? The right teammate. And that's where linked-planet comes in!
We are your reliable team partner, your experienced raid leader, and your competent in-game mentor when it comes to service management with Atlassian solutions.
Why linked-planet is your ideal co-op partner:
We know the best strategies and moves
Thanks to our many years of experience in service management and in-depth expertise in Atlassian tools, we can help you make the most of all features based on Cobit and ITIL. No unused potential, no wasted resources—we not only ensure that you always get the most out of your setup, but also that you don't pay for more features than you need.
No generic builds – we create your individual loadout
Instead of forcing you into framework specifications, we analyze your world: processes, challenges, goals. Based on proven principles (e.g., from ITIL or COBIT, if they make sense), we work with you to design a tailor-made solution. Whether it's operations, technology, HR, or purchasing – we provide you with exactly the tools and workflows that give your team real power.
We accompany you all the way to the end boss of process optimization
From the first level to the final battle against chaos, we are at your side—whether it's introducing a service management solution, automating your workflows, or fine-tuning your tools.
Let's start the level in multiplayer mode and lead your company to the top of the service process leaderboard!
Get in touch!
Checkliste
How to recognize we are a perfect match
If you've read this far, chances are you've come to the right place. If you still have doubts, the following checklist will help you decide. If you can check off at least three of these boxes, it's time to take a closer look at service management!
-
Atlassian user
Your company already uses Atlassian tools or plans to introduce them.
-
Service requests are unstructured
Employees send requests by email, chat, or call spontaneously.
-
Poor transparency
Often, you don't know exactly which request is currently being processed or where it is stuck.
-
Expensive manual processes
Excel sheets, paper forms, and copy-paste procedures are part of everyday life.
-
Departments tend to work in isolation
IT, HR, purchasing, and facility management each have their own workflows and primarily communicate via email.
-
Little automation
Recurring requests are processed anew each time instead of being automated for greater efficiency.
-
Employee dissatisfaction
Everyone complains about inefficient processes.
Ready for the end boss?
At best with linked-planet at your side
You've honed your skills, perfected your loadout, and completed all the quests. Now it's time for the ultimate showdown to finally rid your company of chaos and inefficiency! But don't worry—with linked-planet at your side, you have the best strategies and tools at your disposal to win this battle.
Discover now how service management can take your plant and infrastructure operations to the next level.
Get in touch!