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Know Before You Go: ITSM at Atlassian Team '23

Hi Community,

We hope to see you at Team '23 this year for some fantastic sessions and stand-out keynotes from our founders Scott and Mike, along with Academy Award-Winning Filmmaker James Cameron and CNN Host & President of Magic Labs Media Van Jones!


We are excited to share that we have many ITSM activities planned for Team 2023 from April 18-20. For those who can’t join us in person, we’ve organized a digital experience to ensure you don’t miss out on any of the action. Here are the activities we recommend bookmarking for a whole 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 Tuesday, April 18th - Thursday, April 20th 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, stress balls, hangover kits, bags, or blankets! We’ll also have an End BSM wall for you to share your Bad Service Management stories.



Atlassian Team Mobile App

You can 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)


Wednesday, April 19, 2023



Topic & Speaker


9:45 am - 10:30 am


Edwin Wong, Head of Product Management, Atlassian & Amita Abraham, Head of Product Marketing, Atlassian

Bad Service Management (BSM) is an affliction that has plagued enterprises. BSM flares up when development, operations, and business teams work in silos. The symptoms? Bloated budgets, irritable teammates, dizziness from complex setups, nausea from outdated interfaces, blurred vision, and in some cases, even death (of deployments that fail to scale). The best-known cure is to replace legacy ITSM. Discover the latest Jira Service Management advancements, and hear how other enterprises have joined the fight to end BSM now.

Keynote Theater

12:30 pm - 1:15 pm PDT

Incident management in space: How to create an out-of-this-world service desk

Ed Gaile, Appfire

Collaborating on ITSM can often feel like bringing teams from completely different planets together. The tendency for IT, support, and development to work in silos has serious business implications, especially in incident management. Watch Ed and Nick from Appfire as they walk you through a demo of a Ground Control team supporting space exploration missions. You’ll learn how to modernize your ITSM by leveraging Jira and other tools for an out-of-this-world service desk.

Expo Lab - Lunch & Learn B


Thursday, April 20, 2023



Topic & Speaker


10:30 am - 11:15 am 

Getting started with the Jira Service Management virtual agent 

Nicole Pitaro, Atlassian, Jensen Fleming, Atlassian, & Chloe Becquet, Fastly

AI-powered bots are everywhere lately – they help generate images, write copy, and even code. In fact, we used one to help write this abstract! But when it comes to service management, the chatbot experience can be underwhelming. We’ve been hard at work solving this problem with the Jira Service Management virtual agent, which is purpose-built for fast, easy setup – no code or data science required. Join us for a session where we’ll walk through the simple virtual agent onboarding process and hear from Fastly about the impact they’ve seen automating tier-1 support interactions.

Venetian A

11:00 am - 11:15 am

Make incidents suck less: 10 battle-tested tips

Kate Clavet, Atlassian

Incidents and downtime are as inevitable as the common cold — and costly too. Does this suck? Yes. But there are ways to keep things running smoothly and find calm through the chaos. Whether you’re new to incident management or trying to tweak a sophisticated, long-running process, this talk is for you. We’ll cover 10 tips that are battle-proven and endorsed by real-life incident managers. Templates for your teams will also be available for download after the talk.

Expo Theater - B

11:00 am - 11:15 am

Use Confluence and Jira together in new ways on intranets, knowledge bases, and support sites

Raj Sehmi, Refined

What if you could build an intranet or knowledge base seamlessly integrating JSM support, or a support desk with Confluence documentation front and center? What if you could build any number of hybrid sites like this for any audience or use case, all from one Atlassian instance? Join Raj Sehmi as he shows you how Refined multiplies the value of your Atlassian stack by unlocking new, richer use cases for Confluence and Jira while delighting users with sleek, accessible design.

Marketplace Theater

11:45 am - 12:30 pm 

Atlassian Analytics bootcamp: Power data-driven decisions

Sid Bhatia, Amanda Gitahi, Vincent Wong, Atlassian

Learn how Atlassian Analytics can bring meaningful insights to your organization. We’ll show you how to use the pre-built, in-product dashboards to get contextual insights across Atlassian products, analyze your Assets data to better understand usage and resources, and pull data from Jira Service Management, Jira Software, and external databases to make better data-driven decisions.

Venetian A

11:45 am - 12:30 pm 

How Crocs implemented ITSM best practices to accelerate teamwork and growth

Kevin Rigard, Crocs, Nick Sommerfeld, Isos Technology

When the popular footwear company struggled to properly scale its Atlassian tools, it turned to Isos for help. Crocs now benefits from a streamlined request intake process, better team collaboration, more consistent user experiences, and...

Venetian E+L

1:00 pm - 1:45 pm

Assets workshop: Go all in on Jira Service Management

Peter Grasevski & Dorothea Linneweber, Atlassian

From slot machines to servers, Assets in Jira Service Management can track it all. Learn how to leverage asset and configuration management features to store, track, and manage assets across your environment in this end-to-end...

Expo Lab - Lunch & Learn A

2:00 pm - 2:45 pm

Build it, ship it, support it: Customer service for a digital-first world

Agnes Ro & Alex Zhitnitsky, Atlassian

In today’s digitally transformed world, a company’s technology is often synonymous with its value, blurring the lines between customer support and the teams that build and maintain digital products. The typical model where dev, ops, and support teams work in disparate systems is no longer enough. This talk will dive into what it means to be a “digital-first business.” You’ll learn about what’s next for customer support in Jira Service Management and how customers are using it today to deliver exceptional customer experiences.

Venetian A

2:00 pm - 2:45 pm

A Jira Service management blueprint for non-IT teams

Jashua Haque, Alyson Lamb, & Catherine Ponti, NextEra Energy

Service management tools and practices are no longer just for IT teams. They can enable any team — from finance to marketing — to optimize their work, simplify processes, and improve visibility across teams. At NextEra Energy, non-IT teams across the organization use Jira Service Management to field requests with ease and reduce administrative overhead. In this session, learn NextEra’s blueprint for getting business teams started quickly with Jira Service Management, as well as how they coexist and collaborate with other teams in their organization using ServiceNow.

Venetian C+D

3:15 pm - 4:00 pm

How Atlassian uses Jira Service Management for better HR solutions

Paul Biagio & Apeksha Rai, Atlassian 

Human Resources teams are under more pressure than ever to deliver better processes, solutions, and results for employees, people managers, and companies. By creating better processes for workforce planning, Jira Service Management can help alleviate some of this pressure. Learn how HR teams at Atlassian partnered with IT to come up with creative solutions using Jira Service Management to save thousands of hours.

Venetian A

3:15 pm - 4:00 pm

Unlock Jira Service Management for all teams using forms

Simon Herd, Atlassian

They’re not alluring. They’re not fun. But forms are the name of the game when it comes to collecting data. This session will cover four use cases to show how teams have been able to...

Expo Lab - Lunch & Learn A

4:30 pm - 5:15 pm

Unlock new levels of collaboration: Jira Service Management beyond IT

Mike Hayes & Mandy Sobel, Rivian

In this session, we'll explore how Jira Service Management can be used to build new business-specific workflows and processes outside of IT, discuss how the concept of an “asset” is more than laptops, monitors, and keyboards, and discover how the right intake process can streamline everything.

Venetian A

4:30 pm - 5:15 pm

Accelerate cloud migration and operations on AWS at scale

Joe Thomas, Chandra Chappa, & MaSonya Scott, Amazon Web Services

Are your applications built in the cloud production-ready? This session provides guidance on key components of a cloud operating model and illustrates common operational patterns. Learn how the AWS Service Management Connector can help streamline cloud operations in AWS by leveraging existing workflows and features of Jira Service Management Cloud. You will also get a walkthrough of use cases such as provisioning of AWS resources and security incident management in Jira Service Management Cloud.

Venetian B

4:30 pm - 5:15 pm

Regulated CMDB: When Failure is Not an Option

Effie Bagourdi (The Adaptavist Group), Vinesha D'Mello (The Adaptavist Group), Demetris Papallis (Bank of Cyprus)

Join The Adaptavist Group and Bank of Cyprus to get insights on how a solid ITIL model and CMDB structure is imperative for a successful IT service delivery & management. You’ll also learn how tools like ScriptRunner and Assets in Atlassian JSM were utilized to enforce regularly scheduled application CIs, or adhoc revisions of specific attributes to remain audit compliant – a real-world use case on how to apply regulations on an ITSM CMDB functionality that is critical to business success.

Venetian I



Digital Sessions (available online starting April 25)


3 ways to turn your stakeholders into Jira admins (and still sleep at night)

Jehan Gonsalkorale (Atlassian)

Admins could spend countless hours learning the inner workings of Jira’s powerful feature set – but that doesn’t mean they should have to. Setting up your service desk should be intuitive, regardless of if you’re new to Jira Service Management, or a certified expert. That’s why we’ve added new features that simplify configuration complexity without sacrificing functionality. Join us for a walkthrough of the latest releases that make it possible to build better service desks, faster, no matter your experience.


Capital procurement dollars and sense: Leveraging Assets at Ginkgo Bioworks

Doug Martinez (Ginkgo Bioworks), Martin Spears (Praecipio)

To manage a key capital procurement process, Ginkgo Bioworks selected and implemented Jira Service Management Assets. In this session, we’ll discuss the specific financial requirements and key functionality needed in a CMDB and how Assets exceeded the need — plus, how much money and time they saved in the process. See what Ginkgo Bioworks implemented both in Assets and in key process areas to ensure appropriate usage and adoption.


Enabling effective change management in Jira Service Management for your organization

Nick Nader (Isos Technology), Tracy Walton (Isos Technology)

Learn how to work smarter and faster in Jira Service Management with Isos Technology’s Solutions Engineer Nick Nader. Nick will discuss change management best practices and how you can customize Jira Service Management to better serve your organization.


From legacy to launch: SEB’s journey to Jira Service Management

Darko Jakimovski (SEB), Michael Santos (Atlassian)

A leading Nordic bank with over 15,000 employees, SEB was using a legacy ITSM solution that wasn’t fit to meet their integration or configuration needs. Seeking a better solution for Dev and Ops, SEB chose Jira Service Management as their tool of choice. Learn more about SEB’s journey to Jira Service Management and migrating 4,000 agents to a new and improved platform, and what’s ahead for them.


How Lufthansa Systems serves over 300 airlines with Jira Service Management

Lars Lipecki (Lufthansa Systems), Hendrik Hilbig (Lufthansa Systems)

Join this session to explore how Lufthansa Systems implemented their "Customer Service Portal" and learn how you can use their integrated approach with Jira Service Management, Jira Software, Confluence, and Assets (formerly known as Insight) to optimize your customers' experience.


How to unlock high-velocity teams with Jira Service Management

Emily Dang (Atlassian), Vincent Wong (Atlassian)

Join us as we take you on a tour of Jira Service Management. We’ll show you several features that will help you deliver exceptional service experiences, rapidly resolve incidents, seamlessly deploy changes, and respond to requests at scale. You’ll discover how your dev, IT operations, and business teams can collaborate at high-velocity with Jira Service Management.


Incident management in space: How to create an out-of-this-world service desk

Nick Cron (Appfire), Ed Gaile (Appfire)

Collaborating on ITSM can often feel like bringing teams from completely different planets together. The tendency for IT, support, and development to work in silos has serious business implications, especially in incident management. Watch Ed and Nick from Appfire as they walk you through a demo of a Ground Control team supporting space exploration missions. You’ll learn how to modernize your ITSM by leveraging Jira and other tools for an out-of-this-world service desk.


Service engineering: Lessons from the Rebel Alliance

Damian Harris (Accenture), Nick Howard (Accenture)

What is service engineering? And what can we learn from a band of rebels about delivering better outcomes by combining ideas from agile, DevOps, ITIL 4, sustainability, FinOps, and a whole lot more? Hear some lessons learned from the field in how to leverage the Atlassian platform to engineer great services that solve meaningful problems for customers, organizations, and societies.


Service projects: Task-sharing made easy

David Meredith (Devoteam)

Atlassian offers a number of service-based projects for organizations to deploy to service their users. This session will demonstrate how to configure these projects so they share tasks easily between service projects while also maintaining confidentiality for sensitive projects like HR / Legal.


Speedy issue resolution at Bombas with Jira Service Management

Clayton Chancey (Cprime), James Kittle (Bombas)

Join a conversation with platinum solutions partner, Cprime, and apparel company Bombas. VP of IT at Bombas, James Kittle, shares how ITIL and ITSM best practices helped them overcome classic growing pains faced by every business. Hear how Bombas leveraged Jira Service Management to reduce back-and-forth between agents and customers, resulting in faster, more effective issue resolution. Learn about the importance of having a strong portal experience and delivering issue resolution at scale in a company on its journey to becoming a recognizable brand.


Coley Anderson April 13, 2023

I get an error message when I try to go to the IOS app. Is this not available everywhere?

Like Zack Howard likes this
Zack Howard April 13, 2023

Same issue as Coley with the Android app too

Like Coley Anderson likes this
Coley Anderson April 17, 2023

Still getting this when I try to go to the app



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