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Tell me how you onboard business teams to use Jira Service Management

Hi community!

Are you using a service project in Jira Service Management to manage incoming requests for a business team (like human resources, marketing, analytics, legal, facilities, etc.)?

If so, I’d love to learn more about how you onboarded these teams and helped them build confidence to use their service project. What were your needs when you embarked on this process, what worked well, and what would you do differently next time?

Topics I’m interested in talking with you about

  • Agent training: did you provide training for these business teams, if so how did you do this and what resources did you use?

  • Transition period: what was the transition period like (process and duration) when moving the team from their old process to the new service project? What challenges did they face?

  • Managing communications: what comms (and when) did you send out to let your organisation know about the service project?

  • Adoption pros and cons: did you experience any friction/resistance by the business teams using Jira Service Management? How did you manage this? What sorts of things were they excited about when using Jira Service Management?

How we can help you

Your feedback is extremely valuable to us, and in return for sharing your insights, our product team would be happy to assist or answer questions about your project setup. Or if you are in the early stages of setting up a new project for a business team, we can help with:

  • Answering questions about which features to use

  • Identifying the best service desk configuration for your needs

  • Sharing ideas on how to prepare for a successful launch

How can you get involved

Click on this link to connect with me and find a suitable time for us to have a short conversation.

Alternatively, you can email me directly at

Looking forward to speaking with you soon!


Product Manager, Jira Service Management - Cloud


Love this!  We just went through onboarding for HR, Finance, and Security is up next.  I'll follow the link to chat with you. 


Edit: After looking at the available times I realize you must be on the other side of the world.  Do you have any colleagues closer to UTC−06:00 that we could chat with?

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Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Aug 30, 2023 • edited

Hi @Cosmo Denger that's great, it would be wonderful to connect with you. I'm located in Sydney, Australia. I've just updated my calendar to open some earlier spots in my morning (I believe your afternoon). Let me know if that doesn't work, you can email and I can send a direct calendar invite. Thanks!

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