Chrissy Clements Community Champion

Most service management reporting looks impressive right up until someone asks a simple question: So what should we do differently? If the answer is “nothing, but here’s a chart of ticket volumes,” then it isn’t reporting. That’s the trap a lot of organisations fall into. They build dashboards full of open counts, SLA…

🗒️ Request Lists Aren’t Service Catalogues If your IT service catalogue can’t tell you what services you offer, who owns them, and how they deliver value, it’s not a service catalogue. In many organisations, the “service catalogue” is really just a list of things people can ask for. Too often, what shows up is: “Request a…

🔍 Reading between the tickets I often work with organisations moving off legacy ITSM tools onto Jira Service Management. The brief is usually cost reduction. Replatform quickly and move on. But as a consultant, I always peek at the service data first. It usually tells me exactly what needs to happen. Hundreds of reports,…

Atlassian has a range of products, and with some overlapping features, it is not always clear which tool is the best fit. While Trello and Jira Service Management (JSM) help teams stay organised, they serve different purposes. Choosing the right tool Understanding the strengths of each tool can make all the difference.…

I led a project that onboarded 400 agents and 100,000 customers across 12 markets onto Jira Service Management (JSM). The biggest challenge for a project of this scale is rarely the vision, strategy, requirements or even configuration. It is organisational change management. How do you build awareness, generate excitement,…

Hi everyone, I'm exploring the use of Confluence Whiteboards to enhance collaboration within my remote team. I'd love to hear how others are utilising this tool effectively. * What are some best practices for setting up and organising whiteboards for team projects? * How do you integrate Confluence Whiteboards with other…

We have license profiles that consist of several licenses, e.g., our profile is that of a frontline worker, and it contains 0365, viva, defender or similar. Each of those licenses has a cost associated with it. Is there a way to calculate this license profile's sum within CMDB?

We're keen to automate the creation of a new KB article once the content has been approved. * We have a unique request type called Submit a knowledgebase article with approval flows. * We have an automation rule.* When an issue is created * And the request type matches above * Create a page in Confluence using x template *…

We're currently implementing JSM and using Assets & Services. For our CI, we've taken the Services route rather than creating a technical services schema with objects to leverage service reporting, MIM & change enablement. This approach leaves a bit of a gap in our needs. I've read a few posts about upcoming Opsgenie & JSM…

Hiya, We're implementing JSM, and I'm keen to learn more about auto-provisioning for 3rd party apps. From what I can see, our options are sending a web request via the automation engine or triggering a deployment pipeline. I'm concerned the first option may expose sensitive information, and for the second, we don't use…

Is it possible to aggregate all Tempo sick and al for the organisation and surface it into a calendar view?

We have JSM and are looking to use it for a unique (to us) use case. * Department A requires a tool to manage their work. * Department B is Department A's customer (internal customer). * Several external collaborators may be engaged as part of the resolution process. Still, we do not want them to be agents - some of the…