I led a project that onboarded 400 agents and 100,000 customers across 12 markets onto Jira Service Management (JSM).
The biggest challenge for a project of this scale is rarely the vision, strategy, requirements or even configuration. It is organisational change management. How do you build awareness, generate excitement, address resistance, and critically, train users to ensure they benefit from the change?
To ensure my approach followed leading practices, I turned to Atlassian University. I took several courses, including JSM Fundamentals, SLAs, ITSM Project Setup, Advanced Asset Management, and Incident Management. These, paired with my ITIL background and previous rollout experience, gave me a comprehensive understanding of JSM's current capabilities. However, scaling this knowledge across the globally distributed team was the real challenge.
Atlassian University is a fantastic free resource, but driving engagement can be difficult. To encourage participation, I gamified the experience. Users with a passing score of 80 percent or higher could join a local and international leaderboard to earn free swag. This created a friendly, competitive atmosphere and encouraged adoption.
To further build momentum, I reached out to Atlassian for assistance. Our solution engineer, Chloe, hosted an 'Art of the Possible' session. Seeing JSM's potential in action inspired our team, and we built a core group of champions.
Beyond training, we reinforced knowledge by integrating our configuration documents and training manuals into JSM's knowledge base, ensuring users had easy access to guidance when needed.
This focus on education and engagement ensured a smooth transition to JSM, helping our teams get the most value from the platform.
And my commitment to education didn't stop there. I later joined the Atlassian Certification SME program, where I contribute to exam development for the next generation of learners.
These are my key takeaways from the experience:
✅ Atlassian University is an excellent free resource, but engagement requires creativity. Gamification can drive participation.
✅ Bringing in an Atlassian expert for a live session can boost excitement and adoption.
✅ Embedding documentation into JSM ensures ongoing support beyond formal training.
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