Insights into how project managers perceive AI reshaping the project management. At the Threshold of a New Project Management Era Over a decade ago, when I first read about how AI could reshape jobs, my main question was how it would affect the role I held then: Project Manager. Years later, after experimenting with the…
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Will AI really change the Service Desk? Anyone who works in an IT office knows this: between tickets, locked accounts, and last-minute requests, the service desk is the invisible heart of the company.Lately, though, everyone’s talking about one thing: artificial intelligence. And the question is always the same:How much will it really change the way…
Read MoreIntroduction In every IT team, service requests are the everyday heartbeat of operations. From resetting a password, granting access to a tool, setting up new equipment, or answering a simple “how do I?” question, these are routine, predictable tasks. But if handled poorly, they can quickly lead to frustration, inefficiency, and higher costs. Service Request…
Read MoreIn a recent project, I was tasked with enabling the synchronization of Entra ID (formerly Azure AD) security groups and their members into an ITSM CMDB hosted on Jira. The objective was to ensure accurate visibility of group-to-user relationships, leveraging Atlassian’s SCIM 2.0 API capabilities. While the goal sounds straightforward – syncing groups and users…
Read MoreAn overview of the joint Axelos and Atlassian paper on integrating ITIL® 4 into modern ITSM workflows. ITIL® 4 Meets Agile: A New Era of ITSM with Atlassian and AXELOS In today’s fast-paced digital world, IT is no longer just a back-office function. It’s a central enabler of business innovation and value creation. As technologies…
Read MoreIf you’ve ever tried integrating an external system or website with Jira Service Management (JSM), you’ve probably hit one or more roadblocks, especially when it comes to creating requests on behalf of end users without using the default Jira Service Management portal. The good news? You don’t need to hand over admin access or build…
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In a world that’s constantly chasing the next big thing – AI-driven workflows, voice assistants, holograms (ok, maybe not quite yet) – email continues to quietly thrive. Yes, that humble, old-school communication tool is still shockingly relevant. And no, this isn’t a sponsored message from your email inbox. 😄 As consultants, we often talk about how some technologies evolve at…
Read MoreIf your company uses Atlassian tools like Jira or Confluence, you’ve likely encountered the terms Teams and Groups. At first glance, Teams and Groups might seem like the same thing – just different ways to organize people. But take a closer look, and you’ll quickly realize they serve very different purposes. Understanding how Teams and…
Read MoreAre you a Jira or Confluence admin user? Do you rely on apps from the Atlassian Marketplace to supercharge your workflows and collaboration? If so, you might have heard whispers about some changes on the horizon. Don’t worry, we’re here to break it down for you in plain language and help you understand what it…
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In many organizations, customers request physical or digital assets via the Jira Service Management portal. Tracking the status of these deliveries and keeping the requestor informed is critical for transparency and customer satisfaction. This blog post outlines a robust solution using Jira Automation to manage and visualize the delivery process directly in the customer portal…
Read MoreAtlassian’s latest drop at Team ’25 Last week, Anaheim (California) was buzzing with energy as Atlassian Team ’25 kicked off 💥, and the initial announcements were already generating considerable excitement. From groundbreaking new products to enhanced features designed to streamline workflows, the latest news is coming out, promising to empower teams with even greater agility…
Read MoreIn the world of customer support, efficiency is key. And what could be more efficient than a system that allows customers to find answers on their own, and agents to solve problems in record time? The answer is the integration between Jira Service Management (JSM) and Confluence, Atlassian’s knowledge base. The Benefits of Integration JSM…
Read MoreAs discussed in my previous posts (Part 1 and Part 2) on managing Alerts with Jira Service Management, the way JSM handles alerts is crucial for keeping IT operations smooth. But what happens when an alert pops up at 3 AM? Who gets notified, and how? That’s where on-call management comes in. Jira Service Management…
Read MoreManaging user access in Atlassian Cloud can become complex, especially when integrating with Identity Providers (IDPs) for user provisioning via SCIM (System for Cross-domain Identity Management). A common challenge arises when users who were initially synchronized through your IDP become deactivated after moving them from a group synchronized with Atlassian. Due to the SCIM link,…
Read MoreWhen working with Atlassian Jira Automation and Assets, two key methods allow you to interact with Asset objects dynamically: Lookup Objects and Branch on AQL. While both serve similar purposes, they have distinct execution behaviors, performance considerations, and important limits you need to be aware of when designing automation workflows. Let’s break it down to…
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