Blog

Event Overview

This Boston Atlassian Community Event provided an exclusive platform for IT and service management professionals to explore the future of ITSM and ESM through the lens of Jira Service Management. Attendees were treated to a series of insightful presentations from Atlassian and its Platinum Partners, including Valiantys, RightStar, and Contegix. The focus was on leveraging JSM to enhance workflows, introduce new features, and integrate AI-powered solutions for improved service delivery and customer support. The event had big-name sponsors like Tempo, Catworkx, Isos Technology, and Adaptavist.

Watch the event recap below or read it here

Derek Fields, "Streamline your ITSM Workflows: Improving on the Atlassian Standards"

Presentation Goal:

To challenge the status quo of ITSM workflows provided by Atlassian and propose enhanced workflows that have been proven effective through real-world implementations.

Presentation Overview:

Derek Fields, the Atlassian Practice Manager at RightStar, shared valuable insights into optimizing ITSM workflows. The presentation highlighted the limitations of Atlassian's out-of-the-box solutions and introduced a suite of refined workflows for Incident, Service Request, Problem, Change, and Knowledge Management. Fields' experience underpinned a compelling case for workflows that are not only easier to manage but also significantly enhance customer experiences.

Adam Jackson, "The ESM Conundrum: Breaking Organizational Barriers to Service Management"

Presentation Goal:

To illuminate the invisible barriers within organizations that hinder the effective implementation of ITSM and ESM practices, and to advocate for a service management approach that serves all departments.

Presentation Overview:

Adam Jackson, the Global Head of ESM Practice at Valiantys, discussed the challenges of adopting ITSM and ESM frameworks within organizations. The talk focused on leveraging Jira Service Management across enterprise teams to break down these barriers, thereby streamlining service delivery and enhancing organizational efficiency. Jackson's approach emphasized a unified service management strategy that scales naturally across any organizational department.

Jim Breunig, "5 New Features for JSM You Can Use to Up Your ITSM Game"

Presentation Goal:

To introduce and explain the benefits of the five latest features in Jira Service Management, empowering attendees to elevate their ITSM strategies.

Presentation Overview:

Jim Breunig, Principal Consultant at Contegix, unveiled five innovative features in JSM designed to advance ITSM practices. These features included service categorization, form edits without opening customer portals, customizable issue view fields, asset reports, and improved search functionalities. This presentation provided attendees with actionable insights into enhancing their ITSM framework using JSM's latest capabilities.

Aradhana Arora, "Unveiling Innovations in AI-powered ITSM"

Presentation Goal:

To showcase the latest AI innovations in Jira Service Management, focusing on how these advancements automate service requests and provide superior employee and customer support.

Presentation Overview:

Aradhana Arora, Principal Partner Solutions Strategist at Atlassian, explored the cutting-edge AI features integrated into JSM. The presentation highlighted how Atlassian Intelligence automates service requests, summarizes conversations, surfaces relevant contexts, and offers much more to streamline ITSM processes. Arora's insights provided a glimpse into the future of AI-powered service management, emphasizing efficiency and enhanced decision-making.

An Event to Remember

This Boston Atlassian Community Event was not just a gathering but a showcase of the future of IT and service management. It offered a rare glimpse into the innovations driving Jira Service Management and the transformative potential of AI in this space. The event underscored the Boston Atlassian Community's commitment to fostering a platform for learning, sharing, and networking among professionals passionate about advancing ITSM and ESM. Do not forget to join the Boston ACE Slack Channel, follow their LinkedIn, and subscribe to their YouTube.