[Fireside Chat] Using JSM for ESM Transcript

Today’s enterprise service teams face a growing demand to enable better service delivery for business teams such as Human Resources (HR), Legal, Facilities, Marketing, and Finance.

To do this, industry leaders are turning to Jira Service Management (JSM)—an IT Service Management (ITSM) solution, which can be adapted by all teams across the organization to better manage service demand and delivery with less complexity and greater cost efficiency.

Click here to watch the replay and learn how leaders at Box and QAD are leveraging JSM to:

  • Streamline service operations and improve customer satisfaction
  • Remove silos between departments
  • Empower teams and clients to self-serve for the most common Request Types
  • Resolve service issues faster
  • Integrate with existing Atlassian tools to create even greater efficiency

Here is the transcript of the event: 


Hello, everybody, this is Mike Faster from Coyote Creek Consulting.


We’re here for a webinar about using Jira Service Management for Enterprise Service Management. We’re gonna get started here in just a minute or two. We’ll wait for some more attendees to join in.


Some folks are pouring in here as we speak, so just bear with us. We’ll start in just a minute or so.


All right. Hello, everybody. Again, my name is Mike Faster, I’m the President of Coyote Creek Consulting.


We’re here with an exciting webinar to talk about using Jira Service Management in non-IT use cases for Enterprise Service Management.


I’m excited because we have a couple of our clients, Box in QAD, here to talk about their use cases with Jira Service Management.


First of all, let’s have a really brief poll.


We want to know how many of you are using jira Service Management.


And take a second and just respond to the poll, and we’ll share the results here in just a second.


Just to get a sense for our audience and where you are with the tool, people are still responding. 


All right, let me go ahead and share the results of that poll.


Great, so it looks like 47% of our audience are using Jira Service Management, 12% are not, and 41% are in the setup process, so about half and half.


So our agenda today, we’ll have a very brief obligatory introduction to Coyote Creek Consulting.


We’ll just touch on briefly what JSM or Jira Service Management is. 


Before we launch into our fireside chat with Box and QAD, we have some prepared questions for our panelists, but if you have questions, please use the Questions dialog box anytime during this session.and we’ll try and incorporate your questions into the discussion live.


We may not get to everything, just so we can move through our agenda.


We will save a little bit of time at the end for Q&A.


If we don’t get through all of your questions, we will be sending out a follow up e-mail with the questions and answers for everybody, and the webinar will be recorded and you’ll be able to grab it off of our website if you want to listen to any of it again.


OK, moving on, so Coyote Creek we are an Atlassian Platinum Solution partner. We’re based in Silicon Valley, California. That’s San Jose. Our company is founded on three core values of competence, service, and integrity.


Many of us in the company, have worked in large enterprise IT organizations. So we understand some of that complexity in large scale and high growth environments.


And we’ve been working with the Atlassian tools for almost 15 years, now. So we bring a lot of background and experience on all things, Atlassian.


We have consulting so we do projects, migrations, upgrades.


We also have Cloud Services, which is a managed services offering where we take care of our clients environments on a 7 x 24 basis.


And of course, we sell Atlassian licenses as well as Marketplace Apps.


So what is JSM?


So JSM/ Jira Service Management formerly known as Jira Service Desk and it’s built for modern IT Service Management (ITSM).


It has dedicated ticket categories for incidents, problems, and change management.


In addition to, requests, or any kind of intake, typically used in DevOps and IT, but also more and more used outside of that in HR, facilities and other business units.


You’ll hear more about that soon.


So Jira Service Management, like I said, has specific request types or ticket types based on the kind of request, whether it’s requests, incidents, problems, and change.


It also has capability now for asset management, configuration management, as well as an integration with Confluence, for knowledge management, and knowledge base articles.


Enterprise Service Management actually was a term that was new to me in the last couple of months I had to Google it.


Enterprise Service Management refers to using ITSM practices and tools across the organization.


It’s not copyrighted by Atlassian, so any ITSM tool can do this, but basically using request intake across HR facilities, legal, and other business units, beyond IT and DevOps.


I have a second poll that will launch here.


And it’s basically going to ask, how many of you, that, of the 47% or so, are using JSM for ITSM and then also in ESM or non-IT related business units.


OK, let me close the poll and share the results.


Looks like about 75% of us are using ITSM and IT related use cases only 6% in ESM and then 19% are using it for both..


So that says that there’s an opportunity, or an interest, in using the tools beyond ITSM, or traditional ITSM use cases.


And you know, before we start the chat, with Box, and QAD, I neglected to introduce our panelists today, let me remedy that now.


So from Box, we have Kevin Abercrombie, Program Manager at Box, Will Balson and Michael Cyr both Business Systems Engineers.


From QAD, we have Jennifer Michael, Service Delivery Manager at QED and Peter-Dave Sheehan Systems Design Engineer.


Additionally, we have Nishant Sasi, who is a Senior Solutions Engineer from Atlassian.


He’ll be giving us a demo of all things: JSM Cloud. 


And we have a special guest.


Maria Haij, a Customer Experience Manager from Refined, and you’ll know more about why she’s here, once you hear our panelists tout the advantages of Refined products.


I’ll start our panel discussion.


We’ll start with QAD, give us a brief description of your company. And a list of the use cases that you’ve implemented with JSM.


Thank you, Mike, QAD is a manufacturing software supplier, we deliver rapid, agile, and effective cloud ERP solutions to our manufacturers. Our customers use our software to manage their core business processes around their manufacturing, their supply chain, procurement, maturing management, shipping, and much more.


From a use case perspective, we’re using Jira Service Management for our incident service requests, deployment, change, and problem management, as well as the integrated Confluence knowledge base.


OK, thank you.


Box, same question, brief, brief description of your company and your use cases.


Yeah, definitely. So, Box is a leading cloud content management platform that enables organizations to accelerate the business processes. Our workplace collaborations, as well as protect their most valuable information.


These cases that we have, we’re using service that are service management that’s going to take awhile, do use JSM as well as Confluence, in conjunction for, you know, our enterprise services teams primarily.


So, a lot of our teams, we just were able to wrap them up super quick on this solution and jira Service Management, It’s been working really well so far, as opposed to other options that were available.


And along the way, we actually found a lot more complex and nuanced use cases and solutions For quite a few different business processes.


Not only related to, you know, self help and just general tickets for, IT or support or HR, but also processing our onboarding and off boarding. 


Even something as nuanced as processing requests for high risk travel to certain countries. So yeah, JSM has worked really well for those use cases.


Thank you, Michael. Jennifer it sounds like you have a lot of line-of-business processes that are using JSM. What was the most challenging part of your rollout?


The hardest thing we ran into was looking at our requirements, getting people to not want to do things the way they’ve always done. Then we had a lot of resistance around being on a 20 year old proprietary system.


So getting that really true change management on the people side of things to make sure that they weren’t resisting, that we could get everything moved over and get that ITSM solution that really is best fit for us.


Great, Thanks.


Box, How about you? What was your most challenging part of your rollout?


I think one thing we ran into, when we were working with our people team, or our HR team.


Was that the data, security concerns, or, you know, privacy, and HIPAA, all that stuff, that, the data that the people team works with every day.


No, with e-mail. I think there was kind of a known quantity. When they were doing their work over e-mail, and they knew what to expect in terms of, If I send this e-mail to this person, I know that that’s the only person who gets the e-mail.


So, you know, we had the opportunity there to work very closely when we were rolling out the portal for the people team and sort of lay out exactly what the different options were for security and privacy make sure that they understood, and that everybody was being compliant with what we had to be compliant with being a security company.


And we were able to design a solution that not only was easy to understand and transparent to the people team and to the requesters, but also, met those requirements, and didn’t didn’t add too many restrictions.


So that was, that was a challenge, and we overcame it pretty much by just working closely with them and making sure that we were on the same page.


Well, you’re skipping ahead. So you talked a little bit about some of the resistance you encountered with the people team. Jennifer. How about you? Did you encounter resistance and how did you overcome it?


We did encounter resistance, like I mentioned previously. And beyond that 20 year old system, that people were comfortable with, they’ve used forever. And we didn’t have teams put in place.


We did a lot of communications, a lot of awareness, a lot of training and knowledge sharing, that went into that, to help avoid that resistance, or reduce that resistance.


OK, thanks, let’s talk a little bit about Governance.


Let’s start with Box. What sort of governance do you have around the use of JSM or how do you, how do you steer, you know, what gets done in JSM?


At Box, we give our business units actually a lot of ownership.You kind of make the changes that work best for them. However, they do have to go through IT to submit those change requests and work with them, and the finding of those requirements and getting them translated into JSM.


OK and QED, how about you? It sounds like you had a pretty big organizational change and use JSM pretty broadly QAD. How does governance play at QED?


We had a few layers of governance that we put in place for our move to Jira Service Management. We had a project sponsor with the overall ownership, and responsibility for the success of the implementation. We had executive sponsors, We have compliance and security teams, sponsors. We had a technical steering committee, and this is already on top of ourJira and Confluence teams. And now that this project is over, we do have a Jira Service Management governance and steering committee in place, as well for ongoing oversight.


Can you just talk a little bit more about that, the Committee, how does it function, how often does it meet? What does it do? How does it work?


The Committee meets on an as needed basis, If we find that we’re running into any issues, or things that we need approval on, to make any changes that impact multiple ticket types, or multiple processes, and we get those committees together, and we just make sure everyone’s in agreement and alignment. Because we didn’t have multiple teams using the Jira Service Management Solution as fast. We want to make sure anything that we change, we’ve got alignment agreement, and we’re not breaking any of the processes for any of our team members.


Great. Thanks, Peter-Dave, during our dry run, I thought it was pretty interesting, when you talked about some of the governance around, your production promotion processes. I wonder if you can just talk a little bit about how you go from you know, early development and JSM into production.


Historically, I mean, we’ve been at Jira Software Shop for a long time, and the way we’re managing changes was we weren’t, someone requests something depending on whether I wanted to play around with something. I might model it first and dev or test.But sometimes, if it’s simple enough, I might apply the change directly into prod, and we had a large team of administrators that could have done the same thing.


Because of the increased visibility that JSM brings because our RDS instance is customer facing, we wanted it to really tighten things down a whole lot.


So we went from having 20 different system administrators and 65 plus jira administrators down to three. With a couple of backups, system administrators, and no strangers whatsoever, so nobody can change schemes, workflows, anything on their project.


Everything is done in the dev environment where anybody that wants can get the full system administrator if they request it. And then we’re using a third party app for configuration management. I think there’s two of them that are popular out in the marketplace.


We happen to be using a solution, where we can package an entire project out of our dev environment. Deploy it to test, and that test environment is the only one that is connected to both prod and dev.


From the configuration management perspective, everything has to jump through the middle layer of test, and test is configured from a security perspective identically to what we have in prod..


You have to go through a special change control project to request the snapshot to be deployed. So they can generate the snapshot themselves, but we will be in charge of deploying into test once they’ve confirmed functionality.


And if it’s a shared piece of functionality, would invite others to test. And when that’s all confirmed, then we can deploy it. This is what we’re using.on a more regular cadence for our JSM. We’ll have one big JMS project at the moment.


Every two weeks, we do a new release so people know on Tuesday the week of the release, all development on the JSM Project Stops, and we deploy everything into test. They have three days to test everything there.


And then, on the Thursday, at the end of the day, we do the deployment from test prod, assuming we didn’t have any roadblocks, or anything like that. Whereas all the other projects, the more R&D driven projects, if they have a change, we will do ad hoc deployment when they request.


Got it, thank you Peter. Dave.


Box back to you and some of your use cases are in the non traditional non IT groups.


You know what I was curious about how who championed the cause in these other groups? Were there evangelists from IT? In particular when you talk about your people organization, did the head of HR, VP of People say we’re gonna do this, or did somebody at the grassroots level advocate within the organization?


We, as an IT team, we were super excited for our own portal, to have more control, and we knew that folks were excited to be able to not click the create button up in the corner of a Jira website, this is an exciting and profound change for people to submit IT requests.


And I think that sort of resonated with those enterprise teams, as well, to be able to have their our own portal, We have all these services that we provide. I think that it slowly started clicking with people.


We approached the workplace services team after rolling out the IT portal. We worked with them, they were the second portal.


And It was sort of at that moment that we had gotten the critical mass in terms of adoption. And at that point, that’s when the people team knocked on our door and said, Hey. We want a portal. We want to be able to get metrics on our request. How quickly are we resolving these things? You know, how can we go back and have records of certain things that we’re doing?


Whether we approached the team or they approached us from then on for the finance team after that.


And, and another, you know, the rest of the enterprise service management teams, it was as they were almost already championing it. Because they were aware of the successes that all the other teams had and they themselves probably had gone into the portal and filed an IT ticket, And that had gone well for them.


OK, great, and during our prep call, you’d mentioned, you made a propaganda film can just touch on that a little bit.


Yeah, we’ve always always had a pride in our team culture. I’ve been on the IT team at Box for for about eight years. So we made of a funny video, to sorta, evangelize this, and we kind of poke fun at some of the IT tropes to get people excited. About, you know, the idea of, instead of, in shifting the framework instead of, oh, I have to go to this other place now, I have to learn how to do this differently.


Sort of explaining why, that’s a good thing, and, and that, you know, ultimately, the IT team is there to help and they’re to provide service, and we wanted to make that service better.


Got it, thanks.


Now, let’s move on to talk a little bit about Asset management.


Formerly known as insight from Mineville now part of the offering from Atlassian.


QAD, I wonder if you could touch on your use of the asset management Insight database in your implementation.


We use the Insight database primarily as a customer management database. So, we imported all of our customers from our current ERP system, where we were tracking a lot of our customer attributes, but because our company also manages Cloud, environments, Cloud, ERP environments for our customer. We also had the ability to import all of their environment information.


So, that includes, whether they have Dev test prod server down to the IP address, that the environment is installed to, every piece of application and operating system, that’s part of that application. So we’re getting a complete picture of what the customer has.


So when they’re raising an incident or asking for help, the agent can see exactly what they’re talking about, where, and what context that is, and we’ve leveraged that for a few other aspects. We’re also bringing in our users from an l-dap directory.


So we’re capturing the user’s relationship within that insight schema.


And then replicating that into the JSM organization and member relationship so that we can control ticket visibility and permissions.


Thank you, Box, how about you, are you using the asset manager, do you have some thoughts around using in the future?


So we have been on a bespoke asset management solution and you know, we have been looking at insight probably about 2 or 3 different times and each time been excited.


I think one thing that, when we look at the different features that insight allows you to do, one thing that’s really exciting to us, is being able to have a live drop-down, select list of assets.


So the customer might be able to see, like, Hey, if we have a really busy day and a bunch of people happen to have forgotten their laptops, we’ve given out all are loners, we can have that reflected in the customer portal.


And so they might get a drop-down that says, Oh, there’s no loner who is available. So, you know, already set that expectation, and, you know, we’ll fix it, we’ll figure out what to do. You know, as quickly as possible. But, you know, getting that information, Things like that are really exciting use cases for us.


Great Box, while we’re on you. Let’s, let’s talk now a little bit about your Confluence knowledge base and how you use it for self help.


Yeah, I could speak on how we’ve been using Confluence. It has existed long before our JSM implimentation. So we’ve been using it for our engineering run books, project planning, and even our own self help.


Before … our end users would have to go into conflict as a kind of search for things as they’re creating tickets in Jira.


It was to our delight to find out that JSM allows you to connect those knowledge bases directly to the projects. Especially since we have around 131,000 articles in our instance. So, being able to kind of hone in and get the information you really need and that help right away was a huge advantage for us.


Got it, I know the answer already, but does Refined play a role in that?


Yeah, Refined definitely played a huge role in that when we first rolled out our JSM portals. Self help numbers were kind of around the 500 range per month.


Once we implement Refined, which allows us to provide that self help upfront, we’re looking at numbers around 2000 to 3000 a month, just a huge rise in getting enough help to our end users.


Sounds like you went off and found some metrics, since the last time we talked. Yeah. Yeah, thanks. QED, how about you? Could you talk a little bit about your use of Confluence as a knowledge base?


So, we had, I think something like 20 year old legacy, Knowledge base system that we had been using in the community leading articles for our product. We’ve been in business since 1985. I believe. So, our product has evolved a lot over the years. And we still have a lot of customers on some very old versions.


And so that the data Knowledge Base was invaluable for us, so one of the Milestones was to migrate all those articles into a Conference database.


Also, through Refined, but don’t have the fancy data that Kevin has. But, we did have to go through that conversion process. That was not an easy task.


We had an excess of 80,000 articles and our legacy system with some trimming and logical rules. We were able to deprecate a lot of them and we ended up importing 45,000 plus articles into our knowledge base.


So now this is primarily, you know, customer facing for our product we offer, but we’re looking to be leveraging the same thing for our internal IT helpdesk as well.


Thank you, Peter-Dave. QED, while you have before, would you like to touch on your use of SLAs and JSM, how you use them?


I’ll pass that one to you, Jennifer.


So we use our SLAs. We’ve got multiple calendars that we use. We have standard Calendar, regional calendars and team calendars. We have different SLAs for ticket types, response and resolution times. We’ve gone as far as setting up specific SLAs for individual customers. Some of our high priority customers may have different SLAs that are standard.


And we’ve also, through Deployment Ticket type reviews to kind of trick the system with the SLAs and reset the timers so that we can get approval notification, sent out every few days using the SLAs.


Box. How about you? SLAs?


We, we have a similar implementation to what Jennifer just just walked through. We found that most teams had an important one to them, which was time to resolution.


We ended up setting up time to response.


And I think, time to resolution was a real game changer for them to see, you know, how quickly are we closing out, responding was important, but closing out was very important.


And another, another couple of things we use the SLAs for we’re automating a bot response.


So, if we click, waiting for the customer, the bot would know, after three days of being in that status, go and automatically gently nudge them for a response if we’re waiting on them. Or if we’re trying to clear up the request.


What they ran into was for the accounts payable team who get most of their work to do at the end of the month and the beginning of the month, when they’re wrapping up the books.


And so, they came to us, and they asked, Is it possible for us to design our SLAs to be longer, if a ticket is submitted during these busy periods, during the year?


That you know, a week before the end of the month, and the first week of the month, and then shorter, any other time. And I thought about it, and I went into it, and we were able, It looks messy when you’re in the configuration, but we got it working with the …, and, you know, So then the, you know, they’re, they’re able to have tickets that have a little bit of a longer SLA When, When things are, Things are tight for them.


Got it, OK. Box, while you have the floor, last question before we have a look at the box use cases, what’s, what’s the future roadmap for you and JSM?


I think the biggest thing for us looking forward is, is going to be mobile experience, overall.


I think we have already seen the value, with working from home.


I think as things start transitioning, and do a hybrid office approach, I think what we’re gonna see is, just as much push as before for being able to do things on your phone.


As you’re walking and as you’re as you’re going between places and I think right now being on prem, that’s a challenge for us that we’ree excited to solve. And we started solving it with some Slack use cases.


And I think more and more as we look forward, that’s going to be something whether it’s approvals for various teams to approve tickets, or just submitting and reporting broken, conference room equipment, things like that.


I think those are to be some some powerful things slipping ahead for us.


OK, QAD, same question what’s on your future Roadmap?


The JSM implementation is pretty new for us. We rolled out last November.


So initially that was our customer facing Helpdesk portal was a big focus but now we’re looking at other internal use cases.


Just a week or two ago we’ve deployed a new JSM portal for IT requests.


A few other non JSM jira projects that we using for f internal requests tracking. We have a few other things that historically would use, but were exposed through custom portal. And our intranet that was communicating with jira with API now. We can do this nakedly, so that it’s much better, and we have a few other use case coming down.


We have customer facing training, management, and virtual environment reservation system that will probably leverage some of the portal. As well as, we are looking at a marketplace for our partners that are starting to build apps that will live within our ERP environment. And they will probably use a Service desk type portal to let them submit those apps for us to review and work through.


Thank you.


OK, thanks, everybody.


Now we’re about to have a look at how Box usesJSM …. Michael, I’m going to pass you the presenter football here.


That’s great.


There you go.


Right, roll it on here.


And can you see this All right?




Awesome. So, this slide is just to kind of show the base, vanilla setup without anything you know added to it of what our portal looked like or would look like without using Refined. And like Kevin touched on, Refined is just a plugin that can be used with any of the three main Atlassian services which are Confluence, Jira Software and JSM. So, we use it more specifically with our Jira Service Management implementation.


And as Will mentioned, it was really important for us and very beneficial to have everything kind of all in one place and being able to use JSM, in conjunction with our knowledge base and Confluence. But there were a few things that we liked a lot about Refined, that it really just wasn’t possible with the vanilla setup. So with this is a comparison.


If we just go to the next slide, this is really what we’re using Refined for, which is making it not only all in one place for someone that needs help with any of our enterprise system or service teams. But also making it you know, even easier just for referential information where you would normally need to go into Confluence and or be linked to it from service management.


It’s quite a bit easier and more curated, and, well, not to use the word, but refined, quite literally, of an experience in terms of the navigation, honing in on, you know, coming from this wide perspective of, OK, here are all the teams that I could possibly help with.


How do I filter down to the exact folks that I need to contact?


Or, hey, maybe even just resolve my problem myself by self-serving and with some of the documentation that exists on here.


So, for this example, let’s say that we’re going to click into the People portal, which is our HR team.


Um, so, what you’ll notice here is that we try to keep, as this kind of an overarching theme, we try to keep it as similar, a layout in Refined, mostly for ease of use and navigation. Making sure that it’s not, you know, a completely different page.


And I’m sure you’ve been to a site where you clicked one thing, and, you know, it’s, It seems like an entirely different site. Or something.


There are generally things that we’d like to keep pretty static, which are, you know, the very main subjects or higher level categories, and then how to filter down to what they’re specifically looking for.


With this, in particular, this was really just kind of, emulation of a higher level motif of you know, HR life cycle, which is from the left, you know, recruiting and onboarding.


Going through all of this. All of the different items or categories that you would be involved in or need help with during your jewelry box and then ultimately departures. Hey, Michael, can you just comment on,how long has this been in place? How many iterations, what’s the release level on this thing?


We’ve been using Refined for what seems like forever now.


I want to say two years, 2.5 years.


Ever since we implemented it, it was very similar to when we rolled out formerly jira Service Desk. Yeah.


Initially, where as we started to add, you know, obviously, the IT team was the first portal that we had, that was based on Refined. We had everyone coming to us proactively asking, Hey, can we get a similar setup?


Because we really enjoy the interface and that portal, and the customization that it allows you to do,and you can see how this is laid out, where it goes. You know, Hey, here, all the help categories. Here are some more categories. And then at the very bottom, if you haven’t found what you need, help with, you could submit a request, and those are just the request types that live in that service Desk project for the people team.


Yeah, absolutely. So, for this example, let’s say that we want to click on popular HR topics.


And, yeah, and then to answer your other, your little tidbit about how many iterations it it we needed to go through to get to this.


I’d say, really, it’s quite easy to manipulate.


Honestly, it’s probably about 70% discussing what should go on there and how it should be organized. And I think that was more, you know, because there are so many different teams inside of our people ops teams, you know, each one of these categories at the very top here is actually handled by individual sub teams within HR.


So, a lot, a lot of discussion with many different parties, but ultimately grouping that in the same place and giving this clarity and ease of use for the end user, became something that was very, very beneficial for us.


So, let’s say that we want to click onto popular HR topics.


If you were to use the search bar in the Vanilla JSM app, you’re able to link to a link natively to your Confluence. So, what we have here is we just have a page and page kind of view of one of the linked confluence pages for the top HR articles.


This is something that our people team just became such a champion for, particular users in general. Or, in particular, rather.


And they ended up making almost all of their documentation very, you know, navigable and esthetically pleasing. Like this.


And it really ended up evangelizing the use of Confluence for their team. Whereas, originally, it was a lot of content that was, you know, hosted in all different sorts of places.


So it really helps kind of make that stitch, or make that stitching across the different applications and where the work was being done and where those documents were held, as opposed to, you know, having it all in one place, which is kind of how it’s being served up here.


Also, while we’re on this screen, I think another benefit, we saw with having complete control over designing these portals is, you know, previously, it was either, you’re either filing a ticket, or you’re typing into an empty search bar. And the empty search bar is great when the user knows what they want.


There is a pretty common space where they kind of know what they want, but they don’t necessarily know what to type into the search bar. Or maybe there’s multiple different words they could search. So this acted as a service catalog in a certain way. Where they can kinda get jump started and see, hey, here’s all the services this team provides.


Here’s some confidence articles, and we still, obviously, have those requests at the bottom. So, having that catalog for them to browse was pretty big.


Yeah, absolutely. Yeah, great point.


So, yeah, pass this another use case that we found that was more nuanced, and you know, quite sudden, was our need for a centralized portal, for sharing information about surround COVID and Boxes response to it. And really, just, you know, the plethora of questions that came in surrounding it.


What we ended up doing was, I think in the course of maybe 1 to 2 weeks, actually launched this portal and shared it out to our company as a way to, you know, curate all of the information and all of the different avenues within Box, and our response to it.


And then, you know, the impact on workplace practices office is being closed or opened, and everything surrounding it.


It’s something that initially, you know, you are with the vanilla version you wouldn’t be able to do, given that there’s no actual Service Desk project or Service Management Project attached to this.


This is simply a site that we cooked up just completely new from within Refined for this specific use case.


So what you’re viewing here is a Confluence article that has an HTML macro on it that’s actually has a box embedded link there. So the content here actually lives on Box. And this is really important, Because it’s where the teams that manage this file, and this documentation, commonly work.


So we don’t have to force them to keep two documents. In both Confluence sandbox, we can have it, you know, not only live here and be a direct mirror of the file inbox.


We can also allow them to keep the same permissions. Because as an individual user, when I’m viewing this, and it loads the file from Box, it respects permissions. 


Yes, So, we found this extremely beneficial as well, just being able to customize it and really quickly offer up this information during a really critical time for a company.


Yeah, and that’s the presentation.


All right. We’re just about to lateral the football to Nishant from Atlassian, but before we do, we did get a question from our attendees and the question is: if you give any advice to admins considering a JSM deployment.


What lessons learned tips and tricks advice would you give?


Can we deal? Would you like to go first? What advice you would give to an admin considering JSM?


I tell them to partner with you guys, honestly. You guys are such a good company to partner with. 


Peter-Dave, please expand from your technical experience.


Yeah. I don’t know that I have any one generic answer. Maybe I would say, don’t don’t do what we did.


It’s great that the end result is great, We’re happy with it.


The approach we took to get there is a lot script runner customizations.


And, you know, it’s like, work.


Work probably tied to an on premise deployment for forever, or until we truly, you know, hopefully redesign our, our own process from the ground up.


Because every requirement we had, we’ve had to apply some amount of customization to it.




Box, what advice would you give?


I would say we customized our issue types a lot and we didn’t need to do that.


We did, we kinda went in and we created a bunch of configurations that now we’re realizing we didn’t necessarily need to do, we have every every issue type on its own customer request type on its own issue type.


And so we have a lot of sort of workflows that are duplicated and, and almost exactly the same, but not exactly the same.


So, I think my recommendation, if I could go over and, if I could do that again, I would, I would say, try to get as close to out of the box as you can.


Um, and I think, you know, obviously, you have to customize for, you know, for, for certain teams, you have to, you know, the request types and the and the fields and all that, That’s, you know, that’s totally fine. But, in terms of the, the issue types and the workflows. I would, I would, I think it’s beneficial to start simple, There.


OK, Sounds similar. I mean, there’s a theme there. It’s the good news, bad news.


Perhaps, if there is a way to get the requirements fulfilled, but there’s some technical debt incurred if you try to fulfill them a little bit too much from very far out of the box.


Yeah, absolutely. And I think that, just add onto that to consistency, trying to, you know, go into it with a plan, and also with the reasoning behind it being, Hey, this. I’m not just telling, you know. You know, it’s not like, I like doing that for a job, even though in IT. That’s a common response to some people’s questions, But.


Primarily, it’s just something where, you know, to keep your instance as clean and as organized as possible. It’s something where you want to keep the bigger picture in mind.


Thank you, Michael.


I don’t know if it’s just me, Michael. I went a little silent there for a moment.


Yeah. I think, I think my connection is a little weak.


Good timing. Well, fair enough. I think the message, or the takeaway, though, was: have a plan, try to keep it simple, stay within the parameter of out of the box.


And maybe not saying no, but educate your requesters on how the out of the box solution will fulfill your need.


Nishant, are you ready to go home when a lateral? Are you?


All right, now it’s Nashant Sasi, Senior Solutions Engineer from Atlassian.Going to give us a presentation on the latest in JSM.


Right, me one second, let me know if you can see my screen.


We can see that our content today is awesome.


All right.


So, that was really insightful … And it’s very interesting to see how some of our favorite customers are using JSM to extend beyond IT. Hi everybody, I’m an engineer here at Atlassian, so the agenda for today for the next 15 minutes, is packed. So you’re gonna start off with talking about some of the new features, which we are bringing to JSM especially relevant to Enterprise Service Management space as well as maybe going to go through those. Features and squarely content, or you could take with you?


 want to start talking about knowledge workers.


And, why it’s very important?


It’s all about problem solving, and request for, you know, I wasn’t thinking to answer all those simple questions. And oftentimes, we ask questions, are all the employees, knowledge workers?


While some may disagree, I would say, at visual to, yes, all our employees can and should be considered, as not beat HR facilities, legal, IT. Everybody has knowledge to share our services to offer, and how we can do that with our current demonstrating. And that is very fun.


The first and most important element to it as the service desk, and request push to it how we can make that customer centricity key for delivering those value.


And we all know the customer expectations continue to skyrocket. We all expect the same simple consumer like experiences that we’re used to in the Rayleigh life, Amazon, or Facebook, which we are using every day. But the world is shifting towards a new normal that the remote work, nobody’s going to the IT helpdesk, drive by someone’s desk, and ask people questions. The way people interact has changed forever. And that’s what we’re trying to bring back to the entire space, entire organization.


And we have seen significant savings around it, as well as an annual cost of labor.


Although, I’m not going to proceed to do it but the request path and we have seen a little bit before with a self-service portal.


How you could bring this to your customers and drive past less delays and standard a service desk.


Even get the Qubit example, Box shared about how we can set up a service that’s no time.


So, and what I would highlight here, with the Enterprise Service Management Project templates, especially designed for teams, for HR, facilities, and lega, reduce the time and effort for eams to set up the service desk by giving them a starting point to get up and running. So, these templates are easy to use and it is also backed by the powerful workflow engine.


So, all of those templates will also have a workflow engine which is built to do it, so you could have a no code configuration. You could start from day one. Be a global team, our team specific workflow and which are auditable and traceable.


And what we see along with that is the key of automation. So, a part of the McKinsey study, like 45 states of the world, this can be automated.


And that’s significant savings right? There are like 2000 billion and outrageous. I was surprised myself. And we also see that 80% of the HR tasks can be automated.


And over 60% of your Service management customers rely on automation. In fact, some customers use over two million automations per month.


So, our advice is to automate very carefully, and soon.


And, again, the no code automation, where, you know, the project admins, can come in.


We do business workflows And now, let’s talk about a little bit of knowledge management. I did talk about knowledge workers initially and lives more relevant.


It’s also important, to understand how we can leverage Confluence for open approach to knowledge management for faster, something like the team collaboration across the ITSM practices and bring that same element, what you love into the Enterprise service management space as well.


Like spots, searching, we did see a wonderful example from Box, how they leverage it, and how we can use reporting and analytics.


For example, you could have Insight Objects, which I’m going to touch on in a second, attached to the request, right?


And you could actually report on those and see, where are the practices where our users asking more questions about whether they need more help and report on those variables, and see how we can update your knowledge base, how we can make it more self-sufficient for a self-service, and deny its maximum capability at the ticket. When it comes to templates, we haven’t stopped that.


Templates for the request types. You also brought in Enterprise Service Management templates for HR facilities and legal teams, and we’re going to grow this. again.


The whole idea is to make it much, much easier for the Enterprise Service Management teams to easily adopt the Enterprise Service Management offered by the IT Service Management Teams.


And I’ll talk about QAD, as Peter mentioned, during the Fireside Chat as about how to use Insight to store those single sources of truth.


Maybe it’s user information or customer information. As the employee onboarding, you need more information around it. Maybe it’s the inventory of laptop, you’re provisioning for that user. So managing those objects and designing a common data model becomes very much important to get to a single source of truth. And that’s where inside becomes really important as well. So finally, let’s talk about two more. So the first one, I’m really excited about Istio service match and performance.


So we acquired think tilt, which was the Creator performer, sometime ago, and we are actually bringing this to our platform. 


Kind of like an intuitive form builder that essentially opposes any right to create those forms and documents.


So, why is important, because it allows you to collect better data, provide faster service. Also create much faster forms for it.


And usually, with top performers, it requires, Let’s say, you want to add a custom view, it requires an add you to add a custom. And that doesn’t stop there, right?


And on the left hand side, you see what the standard JSM requests that you have jira feel.


So, inside feels you actually taking the request, was this more stackable, on the right hand side, it’s more about portfolio. So, let’s say we need fixing fields of data together. And that is very true. Yes. And space, right? HR, because they have a lot of questions to us.


You know, if you guys are happening, you know, if you need to add a field, you need to add to a screen screen screen that you have to check.


There’s a lot, so, it’s triggered because of that, it takes a lot for that, from, from their heart, right?


So, that is really relevant. 


When an IT team delivers the satisfaction, is not teams. that a lot of the response and this will actually help them accelerate.


So some of the capabilities are built, better requests, the layout of the phone.


They have more control over it. So you get this, getting kind of like confidence like form builders, which I’m going to show you in a second, it also opens up a new interaction model. So, if you see it on the screen.


Let’s say someone from the portal. They have a proposal, and you want to fill out the form and come back and update it.


You can do that with Performa, which we launched out of the box. Yes, and this is what we’re bringing to, you know, to jump to the capability standpoint.


It also has a Complex Interaction model or a complex process to simplify for the HR teams which is more process heavy.


Along with other templates, which I spoke about, profile breaks, its own templates to build your fonts. So there are also plus templates, and still, we are adding more into it.


Especially focusing on HR, IT, facilities, and marketing. So, yeah, feel free to check out those templates, as well.


Now another set of fields cuts and relevant to that to you about. And how we can use this data, ready, submit, the agent, this, kind of rest, assured that they have all the relevant data. So you can have value validators, actually check all of those things. So that when the request hits the agent, agent knows what he or she needs to do.


Going forward, Finally, the reporting part, like you can export the farm, you could store it in a box or some other platform, and let us say if you have 50 fields, you wouldn’t need 50 … report on, but there will be some key data points you really need it, so you could explore that.


Also, another cool thing about it, it’s about mapping those feeble switches and the performer to a jira field. And you could report on fields in your books and also apply jakeway quite a scholar.


So, we’re really excited to bring this capability to our JSM platform and it should be available. Sometime This year, we’re looking at Q 4, 2021.


Nishant …, we had a question from our attendees on pro forma.


Let me read it for you here at spot user picker fields.


Does Attlassian have plans to expand the search options included in the pro forma currently.


This is referring to the restriction for customers, searching for customers. This person points out that it’s a huge stopper for most of the admins.


So essentially, the user pick a field is available for the end users.


I don’t have a context of the question, We need to follow up on this one after the fact. Yeah, sure. We can follow up. 


Right. And the final thing I want to talk about is the happy path integration objects. So, alpha one, another respect. It sounds like a conversational good solution, which I’m about to show you a demo, as well. It’s more for this model IT operation, and to assign, prioritize, and report on request from Slack. So sometimes, you know, the fast growing arbitration, Slack or teams is a method to communicate and get work done, and how you can actually bridge that gap, make it more conversational, we can see in a second.


All right. Let’s go ahead to the demo.


Right, you see the health Center, This is what you get out of the box. You have users come and rates for requests. So let’s say I have to move to another floor, because I’m changing my team, I can go here for the move, again, articles pop up. I need to do, OK Office Technology, let’s go here.


Summary, I have an Insight field, as well as you see a field section by default, actually loaded from performance.


So I’m going to put into that.


OK, move to Floor 1 1, 2.


I need to go to an employee here and the recent request, OK, moving to Strategy Team.


And I could select the prior, so the great thing about it, maybe this may answer that question is about the user picker. So, you do have options to actually connect it to a geography, and get values from the jira for you. So you have that relevant information here as well. 


And, well, why do you want to go? So this is where the dynamic section costs. So if I put a desktop computer, I do get more fields to fill out.


Maybe I need to give a competitor label, or I want to put in my monitor information as well, so that the facilities team can move it, right?


Maybe I have a printer in my office. I want to put in the printer details as well. I could go ahead and give that dynamic sense, kind of like interactive model, where end users can come in and put in their requests.


But then of the 110 to 1, 1 2, and I do send the request. So that’s all from the end user perspective. The end users have the form, which is filled by them.


Support team, and you can come and do the request and maybe edit the request in the future.


So there’s another site about the agent. So let’s go ahead and see how agent actually sees this farms.


So the inside, you could see other information here with the … fields, and you do some of the farm, so this is where you have the capability to see the form. Exactly. The Wages … Sea, salt stack stack A bunch of custom fields.


It’s more about the form based, the agent can come in, and oh, they didn’t put in the day of move.


They can actually go ahead and re-open this or that the end user can come in and maybe give, provide that information.


As well as you can make this one, external or internal, and let’s say if I want to add another piece of information, maybe another song for the facility.


So the HR received this request, it’s up to the facilities team to actually create some of the other things which paid. So I can come in here and add multiple fonts to it.


I could essentially come and say, OK, office new facilities, which brings up another form which I would like to X, so I could add multiple. And this is very much true in the ESF space.


one issue or one request, will have multiple fonts because of my immigration obstacle costs to fill up.


So you could take this capability and streamline much more simpler use case rather than juggling around with custom fields, are jumping around, but you know, status status to make, to make it make it happen, and how do you make this happen?


It’s about creating this box again.


Getting that font. So, this is the avenue, usually I don’t show you that in my demos, but it’s so easy, so I can surely. So they start on how they can create this form. We have all the documentation out here. You do see the forms, which is already available, or you could go ahead and create the forms, and I didn’t mention before that we have around 300 plus templates, which you can use.


So I have this form builder very much similar to what you’re used to in Confluence.


If you attended with it, you could have that kind of form builder, as well as, I can go, OK. I need to actually to add a template.


So, this is where you start that process, and say, OK, this is the name. This is education. Oh, this is a good starting point. I can go ahead and inside the template and make changes to it. So you could create this font so that pretty much seamless for the admins as well.


All right, So, that’s a snapshot of performance.


So, before height, I just want to show you the half degrees, so that how, as I said, it’s more conversational. I want to create a ticket. I live on Slack. I believe on teams, I really don’t want to get out of it, so this is the, Slack comes into picture, so let’s say I want to go ahead.


I am moved to Austin office, so I need to have that Wi-Fi password.


I can go ahead and say, OK, I have Austin Wi-Fi, So what does is that, it actually creates the jira Service Management issue for you, so it actually go ahead and create that issue. You right here you can see the Ops 1 7, 4 0. … also has capability of actually some of the questions, kind of like a self help in the, in the: In? the, in the artifact out.


So I could create questionnaires so saying that OK, like for passive this, keep Austin, right, It automatically answer as well.


From an agent’s perspective, you could also have the option to, you know, toussaint answer right from here if I want to, or you can take ownership of the ticket.


and also edit the ticket, which also has a form builder. So you have the forms, which have the request types, get the same request types, which you have that help center to have, and how can have those questions, or you need to answer, And you could close that you get from here. So everything happens in your shout outs to, and this is where, you know, HR is more approach comes to our Enterprise Service Management. It’s more approachable for the end users to come in, and race request, and how agents can track, either in Slack or maybe in the ticket itself from here.


And how do you do it? It’s about creating this false. You could easily create this thoughts from here. You could create the recipe bullet, could have motifs to create tickets for you. Your baby. If you have a ticket emoji, you want to create a ticket from Slack. So there’s a lot of other ways you can build this capability as well and making more robots.


All right.


So just before I leave, I have one more slide to show you about atlassian’s guide to ESM.


So essentially, we have created this space to help you understand what is our vision, our Enterprise Service Management. Also, there are great content on HR service management and delivery, and also some of the incentives for enterprises fashion. So that’s all from me, so much for your time to see what we have in store for you, upcoming Jason.


Thank you, Nishant.


Let me, let me share my screen again.




I neglected to do this earlier, but I did want to put a plugin for Refined.


You heard it mentioned for both of our both of our guests QED, Box, again Refined does enable you to provide an organization or organized navigation structure of JSM, Jira and Confluence.


It does permit quick and easy customizations. I think you heard the Box team say how easy it was to modify things. And then it does give you and engaging branding and look and feel to the solution. So, you can find Refined in the marketplace, you ought to check them out, if you’re considering a JSM implementation.


We’re just about wrapped up that she’ll ask a couple of questions about pro forma if we didn’t get to those. We will follow up on e-mail.


Throw the floor open if we have any other questions, in the meantime, Box can you just touch on at a very high level, some of the other apps you’re using in the implementation and what functionality they provide Box. Why don’t you start and just tick them off, and you know why you use them what they do for you.


Let’s see.


We use a good number of apps.


I’d say that the number one and number two are probably, and these are a little lot of duplicate functionality between these two, but there’s, there’s differences. I’ve found that one is better for one thing and the other is better for another.


Those are script runner and Jira miscellaneous workflow extensions.


With Jira miscellaneous workflow extensions that the post function that we use quite often is to be able to create issues iteratively. I love being able to do that for automated onboarding workflows, for example.


And so it’s, it’s relatively easy to use. It’s super powerful. You can add conditions to it.


and, you know, of course, the sky’s the limit with script runner.You  would be probably amazed to see some of the stuff that they’ve done in script runner.


The sky is definitely not the limit. Pete-Dave, I think, has left the universe in terms of scripting.


OK, but Peter-Dave, since your ears are buring and we’re talking about you, what are some of the other apps you use and why?


Right? Well, obviously, script runner. The danger with script burner is when someone says, is this possible, the answer is always, yes.


You can think about it if you have the right imagination. You could do anything, with Script Runner


You can build a completely new app from scratch, which I have, But from from a more standard approach, so let me touch on. Some of the aspect will use a script binaries behavior pretty heavily to have that dynamic pro forma behavior to pick a field, show, either field, pick a different feel, make something required, set, default values that that’s very powerful for us.


You know, there’s some stuff on the post, function and automation level of things as well with that.


We do also use at your workflow toolbox or some of the more simple and more user approachable workflow events, as well.


We have Jira workflow toolbox and Jira workflow extension.


Another one we use extensively for the JSM specifically is the extension for Extension for jira Service Management, which we use especially to show and hide certain request type based on the individual’s permission which is then derived out of our insight data for that user.


Through Groovy automation. That’s all script. Not all Scriptwriter base, because insight as its own groovy communication.


So that that’s used significantly, as well. Of course, the automation for Jira, for the more, again, user, approachable automation.


And then we have almost the entire server suite of Atlassian applications. We have have Fisheye, Crucible, and Bucket.


I think another one I forgot to mention, is elements checklist.


That is this smaller application that serves one particular use case, pretty well.


It’s kinda like separating kind of a quality checklist from, from having to create intense series of custom fields.


There’s other apps that do similar things. We’ve evaluated several of them. And that’s just the one that had the closest match, where it lists the requirements.


OK, I think we’re just about ready to wrap up, just to review. Before we do, though, I want to say thank you very much to our panelists, to really appreciate you sharing your time and experience with JSM.


Or if there’s any follow-up questions that you didn’t ask here, that you asked and didn’t get answered, our attendees, please send them to us and we’ll get back to everybody with an e-mail.


Um, see, actually, somebody said that can the panelists supply the actual extensions?


Maybe what would be helpful is to provide a list marketplace apps that we use, and maybe we can send those to you and you could just kind of put it.


Yeah, We’ll do that. We’ll share that on a report That will send out what the questions and answers will share the list apps. That’s cool. And then if anybody has questions, we’ll, we’ll follow up on those at the conclusion of the webinar. There also be a survey and appreciate any of our attendees giving us some feedback. And again, this is recorded, so you’ll be able to find this on our website, if you want to rewatch any of it. With that. We’ll wrap up. Thank you again, Everybody, And have a good day.


Thanks. Good day.


Thank you, guys.