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The Complete Guide to Atlassian for ITSM

Hi Atlassian Community!

This is Teresa from the Atlassian team. My colleague Paul Buffington @Paul Buffington and I are excited to share a brand new ITSM resource we’ve created – "The Complete Guide to Atlassian for ITSM".

SMT-2768 ITSM WP Email (1).png

Whether you’re just getting started with Atlassian’s ITSM solution – or looking for best practices and tips for implementing ITSM – look no further. Check out our ultimate guide to Atlassian for ITSM.

Yes, you heard that right… ultimate. This guide covers everything you need to know about implementing Atlassian across IT delivery, operations, and support – powered by Jira Service Desk and seamlessly integrated with Opsgenie, Confluence, Jira Software, and much more.

Along the way, learn best practices to reimagine your ITSM practices from requests and change to problem and incident management.

Want a sneak peek of what you'll learn? 

  • How to “Shift Left” with self-service and build a knowledge-centric service desk
  • How to respond, resolve, and learn from incidents with a proactive playbook and PIRs
  • How to streamline change management with pre-approvals, automated risk assessment, and peer reviews
  • How to easily intake and collaborate on requests from business teams
  • How to expand your ITSM solution to non-IT use cases like HR and Legal

Download the guide today!

We'd love to hear what you think! Browsed the guide, and have questions for us? Ask us here!


Download link is unavailable

Teresa Fok Atlassian Team May 21, 2020

@Vinícius Ferrão The paper is available on this link:

Let us know if you're still having trouble! 

@Teresa Fok this link is the same on the original post. It’s not there. There’s only a promotional page about the guide, but no guide.


Screen Shot 2020-05-21 at 17.43.11.png

Teresa Fok Atlassian Team Jun 01, 2020

@Vinícius Ferrão Got it, you should see a form on the top right-hand side. Try clearing your cache and cookies, or use a different browser. Sometimes we see this error in Firefox. 

Sachin Rising Star Jul 06, 2020

Thank you @Teresa Fok , very well put together information. I really like the checklists and tips on each topic.

Like Teresa Fok likes this

I want to download it but I cannot give out my work email and I get an error message not accepting accounts; This is not acceptable since I do run my own service desk and purchase licenses from Atlassian.

Dave Liao Community Leader Jul 08, 2020

@Carla Ann Rowland - have an email? You should be able to add an email address as an alias for your one, then hopefully be able to request the whitepaper then?

Hi, I register for the guide but never get the email. Thank you.

Not managed to read the whole thing yet, but really comprehensive and helpful guide - thanks for taking the time to create.

Like # people like this

@Teresa Fok I registered and didnt receive the email 

Like LEE LAI SHENG likes this

@Teresa Fok I couldnt get the doc yet. Could you please verify if its working? 

Like LEE LAI SHENG likes this
Teresa Fok Atlassian Team Oct 08, 2020

@Patricia Francezi @LEE LAI SHENG Thanks for your interest in the guide! Are you still have issues with the download? Let me know, and I'll look into it.  

I did not receive the link on my email either.. @Teresa Fok can you please check if it has been sent from your end.

Well - it is a pleasure to see this guide. Morover after my contractor's collaboration with Mindville and 2-3 discussions on ITSM we have had with @Paul Buffington over then on Change Mgmt, working with variables etc.

I can finally see Atlassian's investment in ITSM (well it took a while since I was migrating IBM Maximo based processes to Jira and Ralph Asset Management back in 2011-2013).

Pros about the guide:
- Devops Reference
- Lightweight, practical approach

- Still not enough on non-operational processes: Portfolio, Catalog, Service Level, Suppliers, Availability, Capacity, Continuity  etc. etc.

Which is a great surprise, considering potential here (monitoring and reaction automation, cross-tools integrations and automations) which is... Devops way of working. :-)

Like # people like this
Teresa Fok Atlassian Team Oct 26, 2020

@PJ Wysota Thanks for checking out the guide, and the helpful feedback on additional topics we can include. We'll definitely consider them for the next edition! 

Like LEE LAI SHENG likes this


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