ProForma and Jira Service Management help enterprises provide exceptional service experiences to employees and customers.
We’re delighted to announce that Atlassian has acquired ThinkTilt, the maker of ProForma, a no-code/low-code form builder for Jira. The acquisition builds on investments Atlassian is making to address the service management challenges faced by all companies embracing agile and digital workplace practices. Based in Brisbane, Australia, and used by over 700 companies, ThinkTilt helps IT empower any team in their organization to deliver great service and support to all their other employees quickly. It’s mission-critical to delivering enterprise-wide service management at scale and enabling every team to operate at high velocity.
ProForma and Jira Service Management drive transformation across the organization
In most modern workplaces, employees need help from disparate departments across their organization, and their service experience expectations are higher than ever. Whether it’s a request for HR to process a new hire, legal to review a contract, or marketing to create a new web page, work is disrupted as employees try to navigate poorly defined processes and find the right team to help with their request. The problem is compounded by the normalization of remote work – no longer can employees wander the office to find assistance.
That’s why we’re so excited about the addition of ProForma to our product suite; the tool allows service management to scale and adapt more quickly.
By integrating ProForma with Jira Service Management, teams will be able to deliver exceptional service experiences even faster. Dynamic, cascading forms only surface the relevant fields to employees and customers. Advanced form validation capabilities allow teams to quickly collect and validate all the information they need about a request before it’s automatically fast-tracked to the right teams for resolution. Plus, with a no-code/low-code editor, support for 24 languages, and 300-plus pre-built form templates that encapsulate customer best practices, IT can quickly spin up great service experiences for any team, delivering value fast.
Atlassian continues to advance its foothold in Enterprise Service Management (ESM)
The ThinkTilt acquisition builds on Atlassian’s investment in ITSM and ESM. Other recent acquisitions that bolster Jira Service Management include Halp for conversational ticketing, Mindville Insight for asset and configuration management, and Opsgenie for alerting and on-call management. Additional investments include an embedded knowledge base in Jira Service Management, powered by Confluence; more portal customization options; and the ability to democratize service management by delegating administration permissions – all designed to help IT power service management across an enterprise and enable every team to operate at high velocity.
Customers rely on Jira Service Management for enterprise-wide service management
Sony Music Publishing is a great example of a company that is leveraging Jira Service Management to help key teams in their organization do their very best work.
Sony Music Publishing is the leading global music publisher and home to the world’s greatest songwriters, including Beyoncé, The Beatles, Queen, Michael Jackson, and the Rolling Stones. They love to innovate and keep ahead of the curve. They pursue modernization to digitally transform their music publishing operations as well as to find ways to empower their employees to get work done fast, especially given our new normal.
Their IT team has been exploring the ways that many departments across their dozens of offices worldwide could use Jira Service Management to streamline processes and workflows and increase visibility where it matters most. One particular department has taken enterprise-wide service management to a whole new level by extending the use of Jira Service Management to streamline the intake and delivery of song and deal data.
Sony Music Publishing also plans to boost productivity and visibility using Jira Service Management in the areas of HR Service Management, Songwriter Publishing Deal Creation & Approvals, Global Analytics Service & Support, Royalty Administration, and Finance Operations.For a company like Sony Music Publishing, their reputation is everything. And providing top-tier service for songwriters is what gives them their competitive advantage.
Welcome ThinkTilt to the Atlassian family
ThinkTilt is already a very successful partner in the Atlassian Marketplace. We’ll continue to augment its advanced forms and checklist capabilities as we integrate it tightly with Jira Service Management.
Please join us in welcoming ThinkTilt to the Atlassian family. Their exceptional culture and relentless customer focus will play a key role in furthering our mission to unleash the potential of every team.
Interested in learning more about how Atlassian is uniquely empowering high-velocity development, IT service management (ITSM), and IT operations teams? Join us next week at Team’21!