This presentation discusses how to optimize IT service management (ITSM) with Atlassian's Jira Service Management in the cloud. It covers why ITSM is important, what Jira Service Management is, enabling ITSM with Jira Service Management, migrating to Jira Service Management in the cloud, and keeping the conversation going with Q&A. The speaker is an Atlassian solutions architect who leads teams to help companies implement standard methodologies.

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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.
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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
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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
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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.
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10. ENABLING ITSM
With Jira Service Management in the Cloud

11. CATEGORIES
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• 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

12. REQUESTS
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13. REQUESTS
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14. SERVICE REQUESTS
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15. INCIDENTS
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16. MAJOR INCIDENTS
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17. POST-MORTEMS
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18. FEATURE COMPARISONS
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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?
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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
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Things to consider
• Custom data migration
• User migration
• Integrations
• Consolidations
• Cloud Migration Assistants
Data Migration User Migration
ConsolidationsIntegrations

22. CLOUD GOVERNANCE FEATURES
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• 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
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• 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.
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25. QUESTIONS?
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QUESTIONS?

26. QUESTIONS?
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THANK YOU
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