What Went Down at the ITSM/ESM Masters Kickoff!

[Jovin]

November 13th marked the inaugural meeting of the online Atlassian Community Chapter “ITSM/ESM Masters” and what a great first session - check out the chapter page here [1]. Our special guests shared some awesome demo’s of Atlassian’s JSM adjacent options and let me tell you, it’s only made me more excited about what can be achieved with them.

All in all we had over 50 people join the session which is an amazing turn out, with many more registrations as well to access the recording. It’s great to see that the community has joined from all over the planet (we’ll give the far east a pass as it was after midnight, but we had registrations there too!).

It took me by surprise as to how many of our attendees were absolutely deserving of the title of “JSM Veteran” with 50% of them having used JSM for more than 5 years (I think Brian clocked in at 17 years!), and another 25% for 3-5 years. Our community is most definitely better off thanks to this wealth of experience and knowledge.

We closed out the session with an ACE QuizWiz inspired rapid-fire quiz in which four lucky attendees have secured Amazon gift cards worth USD $50 courtesy of Trundl.

Event Highlights

Kate Clavet from Atlassian kicked off the meat of the event with diving into everything around Atlassian Intelligence and the Virtual Agent. Seeing the agent in action certainly highlighted the power of it’s Intent-based problem solving, and it really highlighted the power of ensuring that you have a Confluence knowledge base connected to your JSM as well.

Some of the statistics shared were phenomenal outcomes of how JSM and the Virtual Agent can truly support your organisation. I mean, look at those numbers [2]:

To continue strong Silvia Davis ran us through the new (currently in beta) Assets Data Manager and it’s ability to integrate, cleanse and reconcile the data before ingesting it into the Asset Manager looks amazing. Hearing the goal of ADM as being a way to reduce garbage-in/garbage-out was music to many of your ears! As Brent called out in chat - ADM is definitely the sexiest tool alive 2025.

To close things out we asked a few Atlassian Lore, Atlassian Intelligence and Assets Data Manager questions to help identify the four lucky winners of the Amazon gift cards. Congrats to the following attendees:

1. Joe D (5111)

2. Bryan Guffey (3695)

3. Brent Thayer (3555)

4. Truong (3512)

We want this to be a community driven chapter

We’d absolutely love to hear your feedback on our inaugural event, and also what you’d like to see us discuss in future events! As Dave mentioned, we plan on meeting every month (except December as that’s already busy enough!), and so we’ll have plenty of opportunities to go through many topics.

Either comment on this post with your ideas, or we’d be grateful if you could submit what you’d like to see on this form: ITSM/ESM Masters Member Survey

A huge thanks to everyone once again for making our inaugural event so lively and informative!

- Dave & Jóvin

References:

[1] ACE ITSM/ESM Masters Chapter - https://ace.atlassian.com/itsmesm-masters/
[2] Flo’s MTTR Reduction - Flo Improves Wellbeing With Atlassian's Collaboration Tools

[Tomislav Tobijas _Koios_]

Great recap and excellent event! Good job guys on organizing this one 💪

[Dave Rosenlund _Trundl_]

Thanks for the kind words, @Tomislav Tobijas _Koios_  👍

[Jovin]

Cheers @Tomislav Tobijas _Koios_ glad you could attend (so close on the gift card!)

[Susan Waldrip]

@Jovin, @Dave Rosenlund _Trundl_, @Kate Clavet , and @Silvia Davis did a great job of putting this together and presenting. It was a really good introduction to these capabilities for JSM, which was why I attended, and I'm looking forward to the next one! Thank you all for the work you did to make this happen and be so informative.

[Dave Rosenlund _Trundl_]

Thank you so much , @Susan Waldrip  😊 

[Jovin]

Thanks @Susan Waldrip ! Hopefully we can continue to contribute meaningfully to this community!