Process vs. Bureaucracy: Can we have one without the other?

Are you a process expert or a bureaucrat? This article explores the differences between process and bureaucracy and discusses the common features of good business processes.  Key among these are efficiency, thoroughness and fairness.  Business process management software, like ProForma for JIRA Service Desk, can help you ensure sound business processes for all of your teams, without bureaucratic red tape. 

Customer Service - Getting Better or Going Down Hill?

It turns out that in spite of all of our cool tools, analytics about what customers are looking for and investments in customer service, people are as annoyed as ever. In fact, they’re even more annoyed, to the point of rage. This article explores the reasons why and how, properly deployed, JIRA Service Desk can be the solution to customer service.