How to Optimize ITSM with Atlassian’s Jira Service Management in the Cloud

2. HOW TO OPTIMIZE ITSM With Atlassian’s Jira Service Management in the Cloud

3. OUR SPEAKER AJ SCHMALENBERGER, Atlassian Solutions Architect, Cprime • Atlassian Certified Jira and Confluence Administrator and trained in various Agile methodologies (Scrum, Spotify, Kanban, SAFe) • Leads teams to help companies with standard methodologies and implementation • Coaches the project delivery team to ensure consistent performance and customer success • Career spans solutions architecture, training and enablement, support engineer, web development, systems administration, and project management • Previous clients include NetApp, Thomson Reuters, eBay, Kaiser Permanente, Visa, and more

4. AGENDA 01 WHY ITSM IS IMPORTANT FOR YOUR ORGANIZATION 02 WHAT IS JIRA SERVICE MANAGEMENT 03 ENABLING ITSM WITH JIRA SERVICE MANAGEMENT 04 MIGRATING TO JIRA SERVICE MANAGEMENT IN THE CLOUD 05 KEEP THE CONVERSATION GOING/Q&A

5. ITSM Why It’s Important for Your Organization

6. WHAT IS ITSM • IT Service management • Management of IT services from inception to delivery. • Encompasses People, Processes and Tools. • Good ITSM unlocks the potential of the teams IT supports. • Bad/no ITSM becomes a barrier for your teams. ©2020 Cprime, Inc. All rights reserved. Do not copy without express written permission.

7. PEOPLE • IT members and the customers they are serving • Culture of collaboration • Enable teams to make decisions • Support learning • Understand your customer’s needs ©2020 Cprime, Inc. All rights reserved. Do not copy without express written permission.

8. PROCESSES • ITIL – Most popular ITSM process framework. • COBIT 5, Microsoft Operations Framework (MOF), Knowledge Centered Service, etc. • Frameworks are starting points for developing processes not goals in themselves. • Processes should help streamline and assist delivery not become a barrier • Ensure consistency of delivery ©2020 Cprime, Inc. All rights reserved. Do not copy without express written permission.

9. TOOLS • People and processes need to be in place before this step. • Tools help collaboration and automation. • Can help record and visualize metrics to see if processes are being followed or need iteration • Streamline communication and engagement of IT services. ©2020 Cprime, Inc. All rights reserved. Do not copy without express written permission.

10. ENABLING ITSM With Jira Service Management in the Cloud

11. CATEGORIES ©2020 Cprime, Inc. All rights reserved. Do not copy without express written permission. • Requests are grouped in Categories • Incidents can be upgraded to Major incidents and use built-in Ops genie for on-call and escalation policies • Changes can be tied into CI/CD pipelines • All Requests can be tied to Alerts and escalation and automation Tools

18. FEATURE COMPARISONS ©2020 Cprime, Inc. All rights reserved. Do not copy without express written permission. Feature Standard Premium Enterprise User Limit Up to 5,000 agents Up to 5,000 agents Up to 5,000 agents Customer Limit Unlimited Unlimited Unlimited Support 9–5 Standard Support 24/7 Premium Support 24/7 Dedicated Support Uptime SLA Does not include uptime guarantees or SLAs Yes - 99.9% Yes - 99.95% with financially backed SLA Single Project Automation Unlimited Unlimited Unlimited Global and multi-project automation 500 executions per month 1,000 executions per user per month (combined) Unlimited Executions Asset & Configuration Management Requires Insight Subscription Requires Insight Subscription Requires Insight Subscription Knowledge Base Requires Confluence Subscription Requires Confluence Subscription Requires Confluence Subscription Alerts and Notifications Unlimited alerts, unlimited email and SMS Unlimited alerts, unlimited email, SMS, and voice Unlimited alerts, unlimited email, SMS, and voice Major Incidents per month 100 Unlimited Unlimited Post-Mortems 5 Unlimited Unlimited External Service Tracking No Yes Yes Service & Infrastructure Analysis No Yes Yes

19. WHO IS IT FOR? ©2020 Cprime, Inc. All rights reserved. Do not copy without express written permission. Tier Common Team Profile When to consider upgrading Standard • Small to medium sized organizations • 1,000 - 2,000 Agents • Individual teams usually in one discipline (IT) that don't need the complexity or cost of the other offerings • Need more storage • Need more uptime • Need more support • Need more automation • Need audit tracking/monitoring Premium • Medium to large sized organizations • 2,000 - 5,000 users • Blended teams and multiple disciplines (IT, Operations, Marketing) looking for industry standard support, uptime, and functionality in one hosted solution • Need more support • Need more uptime (with financial backing) • Need data residency controls • Need to be able to bundle releases Enterprise • Large, multi-national organizations • Up to 5000 Agents • Cross-company functionality and integration needs looking for enhanced enterprise capabilities across security, governance, administration, and support • Not applicable...for now

20. MOVING AHEAD With Jira Service Management in the Cloud

21. MIGRATION TO ATLASSIAN CLOUD ©2020 Cprime, Inc. All rights reserved. Do not copy without express written permission. Things to consider • Custom data migration • User migration • Integrations • Consolidations • Cloud Migration Assistants Data Migration User Migration ConsolidationsIntegrations

22. CLOUD GOVERNANCE FEATURES ©2020 Cprime, Inc. All rights reserved. Do not copy without express written permission. • Audit Configuration Changes • Backup Automation • Sandbox Automation • Project Archiving • Access Control • Process and Data Automation • Time and Bundle New Releases

23. HOW CPRIME CAN HELP ©2020 Cprime, Inc. All rights reserved. Do not copy without express written permission. • Migrations Impact Analysis • Cloud User Enablement • SAFe® and Scaled Agile Solutions • Service Management Solutions • Licensing • Configuration/Optimization

24. KEEP THE CONVERSATION GOING… • CONNECT: • AJ Schmalenberger: https://www.linkedin.com/in/a-j-schmalenberger/ • Check out Cprime upcoming webinars, read our blog, download whitepapers/case studies & more: • www.cprime.com/resources • Share with us what topics you are interested in, ask us questions or give us feedback! • learn@cprime.com • Follow us on Social Media, share in the conversation & keep updated on thought leadership, events & more. ©2020 Cprime, Inc. All rights reserved. Do not copy without express written permission.

25. QUESTIONS? WWW.CPRIME.COM | 877.753.2760 QUESTIONS?

26. QUESTIONS? WWW.CPRIME.COM | 877.753.2760 THANK YOU WWW.CPRIME.COM | 877.753.2760