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Know Before You Go: ITSM at Atlassian Team 2022

Team 22.png

Hi Community,

It’s been over two years since we’ve been able to see each other in person and I am so excited to share that we have a ton of ITSM activities planned for Team 2022 from April 5-7. For those who can’t join us in person, we’ve organized a digital experience to make sure you don’t miss out on any of the action. Here are the activities we recommend bookmarking for a full ITSM experience at Team -

Didn't register yet? Get your pass here.


ITSM Hub (Live in Las Vegas)

Join our experts in the Customer Success Hub in the Atlassian Team Expo Hall for all things ITSM. Our booth will have subject matter experts and demos of the latest features in Jira Service Management, Opsgenie, and Statuspage. We’ll answer any questions you have, and there will be a chance to grab some stickers, hats, or a pair of socks just in case you forgot to pack some for your trip. We’ll also have a daily ITSM Wordle challenge for all booth visitors to solve. You’ll be entered into a raffle to win a bluetooth speaker if you successfully solve all three Wordle challenges.


Digital Demos (available online only)

  • How to build high-velocity teams with Jira Service Management: Join us as we take you on a tour of Jira Service Management. We’ll show you how to rapidly resolve incidents, seamlessly deploy changes, and respond to requests at scale. Discover how to get your service to the top of the charts and ensure your development, IT operations, and business teams are jamming together.

  • Modern incident management with Opsgenie and Jira Service Management: Take an in-depth look at the rich functionality available in Jira Service Management and Opsgenie. See how you can empower IT teams to collaborate at high velocity and respond to business changes rapidly and deliver great customer and employee service experiences.

  • Proactive incident communication with Statuspage and Jira Software: Halt the flood of support requests during an incident with proactive customer communication. In this demo, learn how you can use the Statuspage integration with Jira Software to quickly update your customers on the status of an incident.


Atlassian Team Mobile App

Make sure you download the mobile app to stay current with all the latest Team news and information. Use it to adjust (or create!) your daily schedule with breakout sessions and demos, network with fellow attendees, and post to your social channels. 


ITSM Sessions (Live in Las Vegas)

Tuesday, April 5, 2022

 6:00 PM - 8:00 PM Customer Sucess Hub - Jira Service Management pod - Expo Hall C
 6:45 PM - 7:00 PM Halp: Transforming how employees make requests

Fletcher Richman, Head of Product, Halp, Atlassian

It's no surprise with the rise of dispersed work teams we are seeing companies double down on investing in tools that make it easier to communicate and get work done. With the growth of chat platforms teams are evolving to the way they are receiving incoming requests to make help as easy as asking for it.


Wednesday, April 6, 2022

8:00 AM - 5:00 PM Customer Sucess Hub - Jira Service Management pod - Expo Hall C
11:00 AM - 11:45 AM (This session will be live-streamed)

Atlassian ITSM: Come together right now
Amita Abraham, Head of Product Marketing, IT Teams Atlassian
Scott Farquhar, Co-Founder and Co-CEO, Atlassian
Sherif Mansour, Distinguished Product Manager, Atlassian

Service management teams operate much like legendary bands - individual rock stars coming together to create incredible experiences. But new ways of working are stressing the seams of traditional ITSM. Learn how Atlassian powers modern development, operations, and business teams by offering the best of both worlds: autonomy with coordination.

12:30 PM - 1:30 PM

Lunch & Learn - Streamlining the DevOps Lifecycle with Jira Service Management
Larry Brock, Principal, Client Delivery, Praecipio Consulting

Larry Brock will walk through the DevOps lifecycle, the importance of Service Management in those lifecycles and how Jira Service Management (JSM) enables these frameworks to work together and deliver business value.

1:15 PM - 1:30 PM

Shifting Up: Achieving Progressive Delivery with both shift-left and shift-right approaches
John Whittaker, Vice President, SmartBear Software, Inc.

Progressive Delivery is a modern software development lifecycle that builds upon the core tenets of CI/CD. It lets you release code faster, progressively, and with less risk.

In this session, you’ll learn how to practice Progressive Delivery with the tools you already love: Zephyr, Cucumber, Bugsnag, and Split. You’ll learn how to build quality from the start, test all permutations of feature flagging, release features progressively, and quickly catch issues in production before your customers do.


Thursday, April 7, 2022

8:00 AM - 5:00 PM Customer Sucess Hub - Jira Service Management pod - Expo Hall C
10:00 AM - 10:45 AM

AWS: increasing the visibility of and security of microservices
Chris Chapman, Sr Specialist Solution Architect, Amazon Web Services

As companies move to microservices and serverless components, it becomes more challenging to maintain visibility into the relationships between individual components and the larger application layer that represents overall business functionality. In this session, you'll learn how you can view this data in Jira Service Management to provision, track, and execute changes on AWS infrastructure throughout an application's operational lifespan.

10:00 AM - 10:45 AM

How a federal credit union streamlined service management across teams
Jennifer Leitch, Application Engineer, MSUFCU
Nick Sommerfeld, Professional Services Lead Consultant, Isos Technology

When MSU Federal Credit Union (MSUFCU) first implemented Atlassian tools, their goal was to get everything up and running quickly. As adoption of the tools grew over time though, MSUFCU realized their need for a more strategic approach to service management. Join this session to hear how Isos Technology helped the credit union organize Jira Software and Confluence, migrate to Cloud, and implement Jira Service Management. We'll share best practices for getting started, and dive into the ways Jira is helping the credit union's business and technical teams collaborate and deliver better service to users across its branches.

10:00 AM - 10:45 AM 

Transforming the customer request process at McKesson
Thomas Hardin, Atlassian Administrator, McKesson

Overcoming long-standing practices that no longer meet current needs is a challenge for any company. At McKesson, the process of managing customer requests relied on 10 years of established practices and hours of manual work. In this talk, Thomas Hardin shares how the system was improved despite the complexity of an enterprise with hundreds of customers and counting. Learn how Jira Service Management helps take a customer request from inception to completion.

11:15 AM - 12:00 PM

Peeling the SaaS onion with Atlassian IT
Pete Lindsey, Enterprise Architect, Atlassian
Leah Tubb, Program Manager, IT Architecture, Planning, Innovation, Atlassian

Join Leah Tubb and Pete Lindsey as they share how Atlassian IT navigates the management of a 99% SaaS portfolio, vibrant 'Shadow IT' community, and dynamic business. They'll cover everything about the SaaS management journey at Atlassian and what they see on the horizon — including the promise of Insight, Jira Service Management, and what they refer to as ITxM.

11:15 AM - 12:00 PM

Leveling up your ITSM strategy
Jean-Philippe Comeau, Customer Success Advocate, Adaptavist
Phil Fox, Principal Customer Success Advocate, Adaptavist
Ryan Spilken, Senior Communications and Engagement Manager, Adaptavist

Join our panel of experts as we discuss how to take ITSM beyond tech teams and transform how your organization delivers value to customers. In this session, we'll share some of our customers' biggest challenges and learnings, and offer actionable insights to help you put ITSM at the heart of your strategy to drive digital transformation.

12:30 PM - 1:30 PM

Lunch & Learn - Bringing ITSM to the next level
Samsoor Hemat, Managing Director, VenITure

Grab a bite and learn how you can customize Jira Service Management to meet your unique needs without losing the agility to work across organizations and teams. Combined with not only a clearly structured knowledge base but engaging pages in Confluence as well, we will demonstrate how you can get the most value from your Atlassian tools.

2:00 PM - 2:45 PM

Managing a modern IT organization: How Atlassian does IT
Sonny Parmar, Sr Manager, IT Strategy & Business Operations, Atlassian
Mohit Rao, head of intelligent automation, Atlassian
Phil Ziegler, Enterprise Business Architect, Atlassian
Jenna Cline, Head of IT Strategy and Planning, Atlassian

The last two years have showed us that IT needs to think differently about how we deliver value. Whether it's speed, scale, or leaning into new ways of accomplishing work (hybrid work anyone?!) it’s clear that rethinking IT is now the expectation. Join us as we share a behind-the-scenes view of how Atlassian runs IT. From embracing shadow IT to exploring new operating models to investing in innovation, we’ll discuss what’s working, what’s not, and how we’re trying to figure 'IT' all out!

2:00 PM - 2:45 PM

Building an automated SOX-compliant change management practice using Atlassian products
Denis Neychev, Software Engineer, VMware

Change management is essential and key to managing services in a safe manner. Join VMware's IT team on the journey to implement a SOX-compliant change management practice using Jira Service Management. In this session, you'll learn how to minimize risk during typical infrastructure changes, upgrades, and maintenance, and how software development-driven CI/CD changes can bridge development work and operational tasks.

3:15 PM - 4:00 PM

Do more with less: how Scribd leverages automation across the entire employee lifecycle
Amaresh Ray, Co-Founder, Multiplier
Greg Reznik, IT Engineer, Scribd, Inc.

Scribd is a book subscription service with the world's largest digital library. At Scribd, employees are integral to its mission to change the way the world reads. Discover how Scribd's IT team provides a great employee experience while streamlining IT requests, such as employee onboarding, offboarding, and mid-lifecycle changes, with Jira Service Management. You'll walk away with workflows you can start automating today to save your team time and deliver quality employee experiences.


3:15 PM - 4:00 PM

Getting started with asset and configuration management in Jira Service Management
Hakan Bahadir, Presales Solutions Engineer, Eficode
Kevin Patterson, Solutions Engineer, Atlassian

Interested in managing your assets (e.g., People, Products, or Services) but don't know where to begin? Join Atlassian and Eficode Solutions Engineers as they walk through everything you need to know about getting started with Insight, Jira Service Management's native asset and configuration management tool. This session will provide guidance on a structured approach to designing and building schemas, leveraging integrations and automations, and building in reviews for continual improvement.

4:30 PM - 5:15 PM

Practice innovations for operations teams working in Jira Service Management
Paul Buffington, Solutions Engineering Manager, Atlassian

This session will cover how high-performing operations teams leverage Jira Service Management. Starting with a major incident, Paul Buffington will share how teams come together across touch points and their post-incident review process. He'll also cover how teams use risk assessment, automation, and integration of CI/CD pipelines to streamline change management practices.



Digital Sessions (available online starting April 6)

4 workflows that make managing requests as easy as asking for Halp
Marie Casabonne, Enterprise Advocate, Halp & Point A, Atlassian

Ticketing tools aren't just for old school IT teams anymore. See how Halp's lightweight solution empowers any modern team from HR to DevOps to track the flow of incoming requests and outgoing work across conversations. Learn to capture, prioritize, and report on requests - all without leaving Slack or Microsoft Teams.


An ESM journey: how one company implemented complex marketing processes in Jira
Mitch Cardwell, VP, Brand Identity and Systems, CBS
Ian Cooperman, Strategic Account Manager, Isos Technology

When a major television network outgrew its legacy system for tracking promotional spots, the marketing team knew it needed a modern solution to handle increased demand and speed up the production process. Isos Technology helped the network implement complex ESM processes in Jira, increasing its capacity to manage promotions by 30%. Problem solved, right? Not yet! A corporate Cloud initiative prompted the marketing team to once again turn to Isos to move its promo production process to Cloud.


Atlassian products: The key to high-velocity IT
Akshay Anand, Principal Pre-Sales Solutions Engineer, Atlassian
Chris Davidson, Principal Solutions Engineer, Atlassian

Modern IT organizations need to ensure their portfolio management, service management, and product management teams are aligned with each other and wider business objectives. The need for faster collaboration and feedback requires changes to working culture, as well as integrated tools and platforms. In this session, Akshay Anand and Chris Davidson will focus on the latter, showing how multiple products work together seamlessly on one Atlassian platform.


Digital transformation that saves lives (and time)
Harp Athwal, Head of Client Services, Adaptavist
Derek Sutton, Director - Enterprise Architecture & Infrastructure, Sick Kids Foundation

For the team at SickKids Foundation in Toronto, a service management solution is part of something much bigger than completing mundane business tasks - it helps save lives. For decades, the foundation managed one of the largest fundraising operations in Canada using just phone and email. in this session, you'll learn how Atlassian and Solution Partner, Adaptavist, helped SickKids modernize their manual processes and ad-hoc workflows with a central, streamlined Jira Service Management solution.


Embedded SRE - the missing piece in lean culture
Hazel Hegde, Principal Technical Program Manager, Palo Alto Networks

Many Agile models enable teams to perform at their best, but there's a dilemma between centralized and decentralized Ops teams' impact on team velocity, service reliability, and business outcomes. Learn how one company embedded SREs into cross-functional teams to align roles and responsibilities for maximum productivity, accountability, and service reliability, as well as the challenges and impact of an embedded culture framework bridging the gap between centralized and localized SRE teams.


Providing a seamless remote employee experience
Shyam Bhojwani, Solutions Engineering Manager, Peloton
Jensen Fleming, Product Management Senior Associate, Atlassian

Working remote during Covid made it harder to provide a seamless employee experience. Learn how Peloton uses Halp and Jira Service Management across more than 20 different teams - from IT to incident management - to support employees through a pandemic-related work transformation. This session will also highlight the benefits of Slack-based ticketing, and provide insight into why the team made the decision to migrate from server to cloud.



Taranjeet Singh
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Mar 30, 2022

@Emily Dang Thanks for sharing these ITSM sessions planned for Team '22! This is very helpful for planning which ones to attend!

Like Emily Dang likes this
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
Apr 05, 2022

Thanks for sharing

Like Emily Dang likes this


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