Team Alignment - ITSM Director and Atlassian Administrators

[Alan Skillings]

I would like feedback from other Higher Education leaders on how their teams are aligned around ITSM strategy and tool administrations.  For example, your Director of ITSM (or similar role) and your Atlassian Administrators, do they all report under the same structure, or do they report to different groups?  How does this impact your ability to implement change across your Atlassian suite of tools?  Also, what is the job description / responsibilities of your Director of ITSM (or similar role)?

[Todd Thomas]

Our current team supporting Jira Service Management is composed of IT professionals devoted to technology support with me being the sole full-time employee devoted to it and other Atlassian products. None of the others on the team report to me, but we act like a functional team from a system ownership perspective. I'd love to have more direct reports to more fully leverage the capabilities of the cloud platform, but for now it's manageable, and I know the others on the team enjoy this as an additional workgroup outside of their normal job duties.

I do foresee a future where my ability to manage the workload exceeds the capabilities of our team, but I'm hopeful we can scale that up as demand and work increases over time, as well.