Agile

Cloud adoption across Nigeria and Ghana has accelerated—driven by fintech, healthtech, and logistics SaaS platforms scaling faster than the surrounding infrastructure. But the faster the growth, the harder the fall. When cloud downtime  hits, the process maturity  behind the servers flounder. Even with global providers promising 99.9% uptime, regional outages and lagging recovery times persist because the local operational ecosystem isn’t built for immediate response . Escala

AI adoption in ITSM is inevitable. However, this transformative power comes with a weighty trade-off. Integrating AI into IT Service Management means entrusting mission-critical data and core operational decisions to algorithms. This power brings equally significant responsibility: when algorithms handle sensitive data and make service-critical decisions, governance becomes the foundation for sustainable innovation. A recent PwC Africa AI Survey found that three-quarters of A

The concept of “help desk tickets” is fading away, and more often seen is Service Request Management (SRM) , a discipline, system, and mindset that defines how organisations handle routine employee and customer demands for access, support, services, or information. For C-suite leaders in Africa aiming to leapfrog legacy inefficiencies, SRM is foundational to agility, cost control, and competitive positioning. Onpoint , with its deep industry experience and African footprint,

What Are Versions in Jira? In Jira , a version  represents a specific stage in a project’s lifecycle — often tied to a product release, sprint milestone, or significant deliverable. Think of it as a label that groups together issues scheduled for completion in a certain release. Using versions helps teams plan, track, and communicate  progress across complex projects. For instance, “Version 1.0” might include initial launch tasks, while “Version 2.0” captures upcoming enhance

If you've been on both sides of support tickets for years. As a customer, you've sent countless frustrated messages about broken features, billing issues, and "urgent" problems that needed fixing yesterday. As someone who's managed support teams, you've seen thousands of tickets flow through your systems—some that got resolved in minutes, others that turned into week-long sagas. The difference between a smooth support experience and a nightmare often comes down to understandi

Managing software bugs effectively can make or break your development timeline. When your team discovers a critical issue just days before a product launch, or when customer complaints start flooding in about a recurring problem, having a solid bug management process becomes essential. Jira tracking bugs systematically transforms chaotic problem-solving into organized, trackable workflows that keep your development team focused and productive. Understanding Bug Management in

Data loss can cripple any organization, but when it affects your project management system, the consequences extend far beyond missing files. Your Jira instance contains critical project histories, team workflows, custom configurations, and countless hours of collaborative work that simply cannot be recreated from memory. Whether you're running Jira Cloud, Server, or Data Center, establishing a robust backup strategy isn't just good practice—it's essential for business contin

Are your IT support teams in West Africa drowning in scattered requests? And your users are frustrated, and critical issues are slipping through the cracks as you push forward with digital transformation?   Relying on outdated methods for handling IT support isn't just inefficient – it's a significant barrier to progress. The potential of your digital journey is immense, but unlocking it requires bringing order to operational chaos. With the African IT sector experiencing rap

What’s Changing? Starting October 15, 2025, Atlassian will adjust Cloud list prices, impacting new purchases, renewals, and upgrades....

Pull requests (PRs) function as the primary code collaboration feature on Bitbucket which operates as one of the leading platforms for...

Imagine this: Your team spends countless hours chasing down elusive bugs, only to discover they've already been reported, or worse,...

Service delivery has become a cornerstone of organizational success. It's not just about offering a product or service; it involves...

Organizations use IT Service Management asset management to stay competitive as digital business continues to evolve.    The process...

The IT Service Management (ITSM) sector is experiencing significant growth, projected to rise from $12.84 billion in 2025 to $27.81...

Effective project management and knowledge sharing are crucial for organizational success. While Jira excels at issue tracking and agile...