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Atlassian’s guide to ITSM best practices
A practical guide covering the basics of ITSM with Atlassian. Get best practices and tips across dev, operations, and support, so you can improve team performance and collaboration.
Executive summary
Want to implement Atlassian’s ITSM solution, but don’t know where to start? Or perhaps you want to reimagine ITSM with practical applications of agile, DevOps, and cloud technologies?
In this guide, we’re excited to share how Atlassian can support you and your teams on your journey as changemakers. Based on our experience working with leading enterprises, we’ll share best practices on how to reimagine core ITSM practices by combining team-centric practices with Atlassian’s best-of-breed ITSM solution.
Key takeaways
An overview of Atlassian’s ITSM solution, powered by Jira Service Management and seamlessly integrated with Jira Software, Confluence, and more
How to implement end-to-end IT operations and support with Atlassian, including change, incident, and request management
Best practices and tips to bring team agility and collaboration into ITSM
Authors
Paul Buffington
Lead Principal Solution Consultant, Atlassian
Paul Buffington
Lead Principal Solution Consultant, Atlassian
Paul Buffington is a transformational leader in Service Management, recognized for driving technology and operational excellence across global enterprises. With over 15 years of enterprise consulting experience—including the past decade at Atlassian—Paul partners with organizations to embrace modern Systems of Work that transform how service teams operate. He specializes in blending agile methodologies, DevOps frameworks, and ITIL4 practices to boost operational efficiency, enhance team agility, and accelerate service delivery.
Teresa Fok
Senior Product Marketing Manager, ITSM, Atlassian
Teresa Fok
Senior Product Marketing Manager, ITSM, Atlassian
Teresa Fok is a Product Marketing Manager at Atlassian where she looks after go-to-market strategies for Jira Service Management and ITSM solutions. From better understanding customer needs to helping them solve business challenges with Atlassian products, she's passionate about helping IT teams work better to drive change in their organizations.