The integration of Artificial Intelligence (AI) into IT Service Management (ITSM) is redefining the way organizations handle their IT operations, processes, and customer interactions. By automating repetitive tasks, providing intelligent insights, and fostering proactive problem-solving, AI transforms ITSM into a more efficient, resilient, and innovative function. Here's a look at how AI is enhancing ITSM.

## 1. **Automating Routine Tasks**
One of AI’s most impactful contributions to ITSM is its ability to automate repetitive, time-consuming tasks. Examples include:
- **Ticket Routing:** AI-powered systems analyze the nature of IT requests and route them to the most appropriate team or individual.
- **Password Resets and Access Requests:** Virtual agents can handle these straightforward tasks, freeing up IT staff for more complex work.
- **System Monitoring:** AI tools can automatically monitor IT infrastructure, detecting anomalies and generating alerts.

This automation reduces workload, speeds up response times, and allows IT teams to focus on strategic activities.

## 2. **Enhancing Incident Management**
AI improves the incident management process by:
- **Real-Time Diagnostics:** Identifying the root causes of incidents quickly using historical data and machine learning.
- **Predictive Insights:** Anticipating potential failures and alerting teams before issues escalate.
- **Automated Resolution:** Suggesting or even implementing solutions for common problems without human intervention.

The result is faster incident resolution, minimized downtime, and enhanced service reliability.

## 3. **Enabling Proactive Problem Management**
Traditionally, ITSM has been reactive, addressing issues after they occur. AI shifts the focus to proactive problem management by:
- **Identifying Patterns:** Analyzing historical data to uncover recurring issues.
- **Preventive Actions:** Recommending and implementing measures to mitigate potential problems.
- **Improving System Resilience:** Ensuring that systems are optimized to withstand challenges.

This approach minimizes disruptions and fosters a more stable IT environment.

## 4. **Enhancing Change Management**
AI simplifies the complexities of change management through:
- **Risk Analysis:** Evaluating the potential impacts of changes and identifying risks.
- **Best Practices:** Providing recommendations based on successful implementations in similar scenarios.
- **Automated Testing:** Running simulations to predict outcomes and ensure smooth transitions.

With AI, organizations can implement changes more confidently and efficiently.

## 5. **Streamlining Knowledge Management**
A well-maintained knowledge base is essential for ITSM. AI enhances knowledge management by:
- **Organizing Information:** Structuring data into easily accessible formats.
- **Answering Queries:** Using natural language processing to help users and IT staff find relevant information quickly.
- **Learning and Updating:** Continuously updating the knowledge base as new issues and solutions arise.

This ensures that both users and IT teams have access to up-to-date, relevant information.

## 6. **Optimizing Service Delivery**
AI improves the service delivery process by:
- **Personalization:** Tailoring responses and recommendations based on user profiles and preferences.
- **Predictive Analytics:** Anticipating user needs and offering solutions proactively.
- **Virtual Agents:** Providing 24/7 support to handle user queries, ensuring consistent service availability.

These enhancements lead to better user experiences and stronger service outcomes.

## 7. **Empowering IT Teams**
AI is not here to replace IT professionals but to empower them. By taking over repetitive tasks and providing actionable insights, AI allows IT teams to focus on innovation, strategy, and complex problem-solving. This fosters a more engaged and productive workforce.

## Final Thoughts
Artificial Intelligence is revolutionizing ITSM by making it smarter, faster, and more proactive. From automating tasks to enabling predictive insights and enhancing user experiences, AI empowers organizations to deliver superior IT services while adapting to the challenges of a fast-paced digital world. By embracing AI, businesses can not only streamline their operations but also unlock new opportunities for growth and innovation.


How Artificial Intelligence Enhances IT Service Management

AI driving ITSM

## **How Service Architecture Boosts Business Effectiveness**

In today’s rapidly evolving business environment, organizations must be agile, efficient, and customer-focused to stay competitive. Service architecture, a strategic design approach for structuring business processes and systems, plays a critical role in achieving these goals.

By aligning services with business needs, it ensures that resources are optimized, processes run smoothly, and customer experiences are enhanced. Here’s how service architecture can transform your business:

### 1. **Streamlining Business Operations**

Service architecture breaks down complex systems into modular, manageable services. Each service represents a specific function or process, such as order management or customer support. By designing these services to work independently yet cohesively, businesses can:

- Reduce inefficiencies by eliminating redundancies and streamlining workflows.
- Quickly adapt to changes, as individual services can be updated or replaced without disrupting the entire system.

For example, if your organization introduces a new payment method, the payment processing service can be updated without overhauling the entire operational framework.

### 2. **Enhancing Scalability and Flexibility**

As your business grows, so does the demand for resources and capabilities. A well-designed service architecture allows for seamless scaling by enabling the addition of new services or the expansion of existing ones. This flexibility ensures that your operations can handle increased workloads without compromising performance or customer satisfaction.

### 3. **Improving Collaboration and Communication**

Service architecture fosters better collaboration within and across teams by clearly defining roles, responsibilities, and workflows. Each service has a specific purpose and owner, reducing ambiguity and encouraging accountability. Moreover, the use of standardized interfaces and protocols facilitates smoother communication between services, ensuring that data flows efficiently across departments.

### 4. **Driving Innovation and Adaptability**

In a world where customer needs and market conditions change rapidly, businesses must be able to pivot quickly. Service architecture supports innovation by enabling organizations to experiment with new ideas and technologies without disrupting existing operations. Whether it’s integrating AI-driven analytics or launching a new digital product, service architecture provides the flexibility to stay ahead of the curve.

### 5. **Enhancing Customer Experience**

By aligning services with customer journeys, service architecture ensures that each touchpoint delivers value and meets expectations. Whether it’s faster response times, personalized recommendations, or seamless transactions, a customer-centric service architecture can significantly enhance satisfaction and loyalty.

### 6. **Reducing Costs and Risks**

Service architecture promotes cost-efficiency by optimizing resource allocation and reducing waste. Additionally, its modular nature minimizes risks, as failures in one service are less likely to impact the entire system. This resilience is crucial for maintaining business continuity and protecting your reputation.

### Conclusion

Service architecture is more than just a technical framework; it’s a strategic tool for enhancing business effectiveness. By streamlining operations, enabling scalability, fostering collaboration, driving innovation, and improving customer experiences, it empowers organizations to thrive in a competitive landscape. Embracing service architecture isn’t just an investment in technology—it’s an investment in your business’s future success.


Using Service Architecture to improve your business

Embracing Service Architecture

In the ever-evolving IT Service Management (ITSM) landscape, staying ahead of the curve is crucial for organisations aiming to deliver exceptional service and maintain operational efficiency. One of the most exciting innovations in ITSM today is the integration of Artificial Intelligence (AI) and Machine Learning (ML) to revolutionize service delivery and user experience.

**AI-Powered Automation: Transforming ITSM**

AI-driven automation is poised to redefine ITSM by taking over routine tasks, such as password resets, troubleshooting, and system updates. This not only reduces the reliance on human intervention for repetitive support but also frees up IT staff to focus on higher-value tasks. With advancements in Natural Language Processing (NLP), AI agents can understand complex queries, improving response times and reducing human error.

**Experience-Driven ITSM: The Shift to XLAs**

Traditional Service Level Agreements (SLAs) have long focused on system uptime and response times. However, the shift towards Experience Level Agreements (XLAs) is gaining momentum. XLAs prioritise service quality and user satisfaction over mere technical performance. By integrating AI-driven monitoring and real-time sentiment analysis, IT teams can enhance IT services, improve user satisfaction, and align ITIL-driven services more closely with business goals.

**Enhanced AI Governance: Ethical and Effective AI Use**

As organizations increasingly rely on AI, the need for robust AI governance frameworks becomes paramount. These frameworks ensure ethical and effective AI use within ITSM, promoting transparency and accountability. By continuously monitoring AI performance and adjusting algorithms, organizations can maintain accuracy and improve service delivery.

**Holistic ITSM: Integrating Business Functions**

The future of ITSM lies in its integration with other business functions, such as Enterprise Resource Planning (ERP) systems and Customer Relationship Management (CRM) software. This holistic approach improves data sharing and decision-making across departments, aligning business goals with IT capabilities. By leveraging shared data, organizations can develop coordinated strategies that enhance service delivery and operational efficiency.

**Conclusion**

The integration of AI and ML into ITSM is not just a trend; it's a transformative shift that promises to enhance efficiency, improve user experience, and drive innovation. As we embrace these advancements, it's essential to balance AI's capabilities with the human touch, ensuring that technology serves to augment, not replace, human interactions. By adopting AI-driven ITSM solutions, organizations can stay ahead in the competitive landscape and deliver exceptional service to their users.

AI-Driven ITSM for Enhanced Efficiency and User Experience

Embracing the future

Greetings!

Automation in JIRA Service Management (JSM) is revolutionising how teams handle their service requests and incident management. By leveraging powerful automation features, organisations can streamline workflows, reduce manual tasks, and improve overall efficiency. 

These automation capabilities allow teams to set up rules that trigger actions based on specific conditions, ensuring that repetitive tasks are handled automatically. This not only saves time but also minimises the risk of human error, leading to more consistent and reliable service delivery. 

Whether it's automating ticket assignments, sending notifications, or updating issue statuses, JSM’s automation features empower teams to focus on more strategic and value-added activities.

In this article, we will explore the possibilities available in JSM.

## Why automate?

Process automation in IT Service Management (ITSM) is a transformative approach that brings numerous advantages to businesses. By automating repetitive and time-consuming tasks, organisations can significantly enhance their operational efficiency.

This means that IT teams can focus on more strategic activities that require human expertise and creativity, rather than getting bogged down by mundane tasks. For instance, automating service desk processes can drastically improve the productivity of IT professionals by automatically assigning service requests to the best-suited IT employee and ensuring that all necessary documentation is stored correctly.

One of the most compelling benefits of IT process automation is the reduction in human errors. Automated processes follow precise instructions and are not susceptible to distractions, ensuring tasks are carried out consistently and accurately. This minimises the risk of costly mistakes and enhances the overall reliability of IT services.

Additionally, automation enables faster and more efficient responses to user requests, which can significantly enhance user satisfaction. Users receive quick and effective responses to their inquiries, leading to a better overall experience.

Moreover, IT process automation can lead to substantial cost savings for businesses. By reducing the need for manual intervention, organisations can lower their operational costs and allocate resources more effectively.

This not only improves the bottom line but also allows businesses to invest in other areas that drive growth and innovation. Furthermore, automation makes it easier to implement process changes and adapt to evolving business needs, providing a flexible and scalable solution for IT management.

## What is available?

### Project Settings

In order to access to automation functionality you need to navigate to **Project settings -> Automation**.  The screen that you will see first is the list of automation templates available to JSM. 

![Settings](https://res.cloudinary.com/xenos-design/image/upload/v1739439721/JSM/automation/img-01_kxmbtz.png)

The templates are grouped into areas such as.

- Rovo - Atlassian's AI capability
- Service Management
- Business
- Change Management
- Design
- Human Resources
- Information Technology (IT) - the largest group of templates

The templates cover scenarios from the manual triggering of request updates through to automatically triggering the running of functions, in MS Azure / AWS, based on set criteria, to run functions systems management functions e.g. reboot a server.

![ITSM templates](https://res.cloudinary.com/xenos-design/image/upload/v1739439721/JSM/automation/img-06_ofyllh.png)

The other tabs in the Automation area are.

**Rules** - which lists all the rules created in your project and allows you to; enable/disable a rule, copy a rule and filter by action type and/or label.

![Rules tab](https://res.cloudinary.com/xenos-design/image/upload/v1739439721/JSM/automation/img-02_aterxq.png)

**Audit log** - which lists all the changes made to your project's automation rules and can be filtered by.

- Date and time
- Audit log ID
- Action type
- Triggers

![Audit log tab](https://res.cloudinary.com/xenos-design/image/upload/v1739439721/JSM/automation/img-03_iyjppt.png)

**Usage** - lists the project automation invocations, which can be filtered by month.

![Usage tab](https://res.cloudinary.com/xenos-design/image/upload/v1739439721/JSM/automation/img-04_enxvwk.png)

## Creating an automation rule

There are three ways to create an automation rule;

- Use a template, either as-is or as a starter
- Use Atlassian’s AI capability
- Start from a blank slate

Let’s explore these options in more detail.

### Using a Template

![Settings](https://res.cloudinary.com/xenos-design/image/upload/v1739439721/JSM/automation/img-01_kxmbtz.png)

To use a template, navigate to **Project settings -> Automation -> Templates** and select the template that you want to use from the list.

The rule configuration screen will open and you will be asked to enter the required data. I have selected the *When an incident is created → create a post-mortem page in Confluence* template so, as a minimum, I need to populate the fields marked with an asterisk.

![Template step 1](https://res.cloudinary.com/xenos-design/image/upload/v1739439721/JSM/automation/img-07_gdkkh5.png)

I then need to click on each element within the template and provide any additional information. For example, when I click on *Issue type equals* I am asked to provide a Field, Condition operator, and either Value or Field against which to assess the condition.

![Template step 2](https://res.cloudinary.com/xenos-design/image/upload/v1739439721/JSM/automation/img-08_mjayt8.png)

Clicking on **Next* takes me to the next element in the automation flow. In the example I am using, I am prompted to connect a Confluence instance where the post-mortem page will be created. Once linked, I specify additional information, so that the post-mortem pages are created in the area that I want

![Template step 3](https://res.cloudinary.com/xenos-design/image/upload/v1739439721/JSM/automation/img-09_dmsf6e.png)

At this point I could select **Next** and with the rule on… or I can add additional components to the automation and extend its usefulness.

To add an additional step, simply click on the **New component** element. You will see that the right-hand menu has changed as shown below.

![New component](https://res.cloudinary.com/xenos-design/image/upload/v1739441980/JSM/automation/img-10_mvtaxf.png)

When you click on **Then** you will be presented with a list actions to choose from. For this demo I have selected the *Send email* action and populated the template.

To add in details into the email from the contents of the issue record you use a double set of curly brackets with the attribute name inside, for example *{{issue.reporter.displayName}}*. Thankfully Atlassian don’t expect you to know these and, by clicking on the **{ }** icon in any field where you can add attribute details, provides a searchable list of available attributes.

![curly bracket options](https://res.cloudinary.com/xenos-design/image/upload/v1739441980/JSM/automation/img-12_bg69wt.png)

I then click on **Save** or **Update** to include the new element.

You can also add conditional statements into your automation flow by clicking on **IF: Add a condition**, you will see the following options.

![IF conditions](https://res.cloudinary.com/xenos-design/image/upload/v1739443876/JSM/automation/img-13_aukwuh.png)

As well as a **THEN** and **IF** you can also add a **FOR EACH** element which creates a branch in your automation.

![FOR EACH conditions](https://res.cloudinary.com/xenos-design/image/upload/v1739443875/JSM/automation/img-14_axbaz1.png)

You can add a branch that relates to the

- Current Issue
- Sub-tasks of the current issue
- Parent of the current issue
- Children of the current issue
- All created issues
- Most recently created issue
- Destination issues
- Issues fixed in version
- Issues fixed in Sprint
- Similar issue description
- JQL (JIRA Query Language) which creates a matchable search string
- Stories or Epics in JIRA Software

![Branches](https://res.cloudinary.com/xenos-design/image/upload/v1739443876/JSM/automation/img-15_nxue4v.png)

### Use AI

If you want to use the Atlassian AI, to help generate your automation workflow, navigate to **Project settings -> Automation -> Templates**. 

![AI prompts](https://res.cloudinary.com/xenos-design/image/upload/v1739445942/JSM/automation/img-16_fab4kk.png)

The AI field is at the top of the screen. Once you have entered your requirement, click on **Preview rule** and Atlassian will generate an automation workflow based on the criteria you entered.

*Note: As with any Generative AI solution, getting the prompts correct is key to getting the most optimal outcome. My recommendation is to keep your prompts succinct and use ITSM-oriented language.*

![Proposed workflow](https://res.cloudinary.com/xenos-design/image/upload/v1739445942/JSM/automation/img-17_hcadrm.png)

From this screen, you can enter any required information, into the AI proposed elements, and add/remove components as described under the Template section above.

### Blank slate

If you want to create your automation workflow, from a blank slate, navigate to **Project settings -> Automation** and click on **Create**.

Once you have taken the tour, or skipped past it, you will see the following screen where you can art to create your workflow.

For example, the following shows the creation of a simple rule to email the reporter of an issue when the status is changed to ‘Waiting for Customer’.

First, set the *TRIGGER* condition, in this can *Issue Updated*. For this to work in JSM, you need to select an option from the *Issues* part of the list.

![Rule TRIGGER](https://res.cloudinary.com/xenos-design/image/upload/v1739448820/JSM/automation/img-18_iumzpq.png)

Next, I add an **IF** condition, where I specify the issue status.

![Rule IF](https://res.cloudinary.com/xenos-design/image/upload/v1739448819/JSM/automation/img-19_st1bzy.png)

And then a **THEN** action to send an email and populate the form as shown below.

![Rule THEN](https://res.cloudinary.com/xenos-design/image/upload/v1739448819/JSM/automation/img-20_zxtx9r.png)

I then click on **Turn on rule** to same and initiate the rule. I am prompted to specify a name for the automation rule, and which roles can edit it, and Atlassian makes the rule live.

You can just save the rule for further editing by clicking on the arrow, beside the **Turn on rule** button, and selecting the appropriate option.

## Conclusion

In summary, process automation in ITSM offers a multitude of benefits, including increased efficiency, reduced errors, enhanced user satisfaction, and cost savings. By leveraging automation, businesses can optimise their IT operations and focus on strategic initiatives that drive long-term success.

JSM provides an intuitive and robust solution to deliver automation in your ITSM environment.

Embrace the power of JSM and unlock new levels of productivity and reliability in your IT operations.

Hopefully, this has been useful to you and I wish you well on your ITSM journey…

A look at JIRA Service Managements automation capability

JIRA Service Management

Greetings!

In today's fast-paced IT environment, organisations need robust tools to manage their service management processes efficiently. JSM Premium offers a suite of advanced features designed to supercharge your IT service management (ITSM) practices and help your teams work smarter and faster.

In this article, we will be exploring the key features that come with upgrading to Premium and how to implement them.

I am splitting this article as follows:

- Part 1: Key Features and Customer Engagement
- Part 2: ITSM Processes (this article)
- Part 3: Asset Management, Governance and Security

## ITSM Processes

### Problem Management

Problem Management in ITIL v4 is a practice aimed at reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors. The practice is divided into three main phases:

1. **Problem Identification**: Activities for identifying problems include analysing incident records and identifying duplicate and recurring problems.
2. **Problem Control**: After identifying problems, this phase involves taking a closer look at them to understand their nature and impact.
3. **Error Control**: This phase handles recognised mistakes and may allow for the development of potential long-term fixes.

The purpose of Problem Management is to ensure that errors causing incidents are identified, understood, and eliminated quickly and reliably. This helps organisations to move away from daily firefighting and focus on more valuable work.

#### How to switch it on

Problem Management can be switched on by navigating to **Project Settings -> Features** and clicking on the switch at the top right-hand of the Problem Management card.

![Features](https://res.cloudinary.com/xenos-design/image/upload/v1738762236/JSM/premium/img-021_ldo7wz.png)

You will see this message appear at the bottom of the screen.

![Pop-upl](https://res.cloudinary.com/xenos-design/image/upload/v1738762236/JSM/premium/img-022_yrff0l.png)

If you opt to add a request type at this stage you will be taken to the following screen where you can add a request type from…

![Problem request types](https://res.cloudinary.com/xenos-design/image/upload/v1738762236/JSM/premium/img-023_h5dwqz.png)

An Atlassian template…

![Templates](https://res.cloudinary.com/xenos-design/image/upload/v1738762237/JSM/premium/img-024_oszoif.png)

From a blank request type…

![Blank request type](https://res.cloudinary.com/xenos-design/image/upload/v1738762238/JSM/premium/img-025_uwcevu.png)

Or using AI.

![AI](https://res.cloudinary.com/xenos-design/image/upload/v1738762237/JSM/premium/img-026_jy0n9r.png)

#### Managing the request type

Once created you will be able to customise the Problem record through **Project settings -> Request management -> Request types -> Problems**.  

You can configure the request form, used to raise a Problem, the issue view, used by those with the Service Desk Agent role to manage Problems and review/change the workflow statuses. 

You can also view and edit the processes workflow, if required, to align with your business's Problem Management process.

![Manage request type](https://res.cloudinary.com/xenos-design/image/upload/v1738764089/JSM/premium/img-028_oa5oe6.png)

### Post Incident Reviews

#### What is it?

A **Post Incident Review (PIR)** in ITIL v4 is a formal meeting or process that takes place after an incident has been resolved. The goal of a PIR is to analyse the incident, understand its causes, and assess the incident management process itself. This review provides an opportunity for key stakeholders to review the incident, share insights, and document lessons learned. 

The PIR is critical for organisations because it:

* **Uncovers Root Causes**: Identifies the underlying technical and process failures that contributed to the incident
* **Promotes Learning**: Provides a structured environment for teams to learn from mistakes or missteps
* **Improves Future Response**: Leads to actionable recommendations that enhance the organisation’s ability to respond to and prevent future incidents
* **Ensures Accountability**: Ensures that action items are assigned to responsible teams or individuals to prevent recurrence

#### Creating and managing a request type

Creating and managing a PIR request type is the same as Problem Management, so I will not be repeating this. 

![Post implementation review](https://res.cloudinary.com/xenos-design/image/upload/v1738764796/JSM/premium/img-029_rfyes8.png)

### Change Management

#### What is it?
ITIL v4 Change Management, also known as Change Enablement, is a practice within the IT Service Management (ITSM) framework designed to manage changes in a controlled and systematic manner. The primary objective of Change Management is to minimise the risk associated with changes while ensuring that beneficial changes are implemented efficiently.

Key aspects of ITIL v4 Change Management include:

* **Evaluation and Approval**: Assessing the potential impacts of changes and obtaining necessary approvals.
* **Implementation**: Executing changes in a structured way to reduce risks and increase operational efficiency.
* **Risk Management**: Identifying and managing risks associated with changes to prevent service interruptions and ensure stability.

#### Creating and managing a request type

Creating and managing a PIR request type is the same as Problem Management, so I will not be repeating this. However, I will highlight that there are plenty on templates to choose from, which allows you to have a request type for most conceivable ITSM scenarios, either out of the box or by customising a template.

![Change management](https://res.cloudinary.com/xenos-design/image/upload/v1738765171/JSM/premium/img-030_avecxc.png)

#### Change management operations

The **Change Management** functionality also opens up an entry under the **Project settings -> Operations** menu which gives you the following functionality.

##### Deployment pipelines

Connecting your Continuous Integration and Continuous Delivery (CI/CD) pipeline with your Change Management process is a great way to ensure that any modifications to production systems are carefully reviewed and approved. By integrating it with CI/CD, you maintain a high level of reliability while benefiting from the speed and automation of CI/CD

![CICD](https://res.cloudinary.com/xenos-design/image/upload/v1738769164/JSM/premium/img-031_pxbrw7.png)

##### Assets

This screen enables you to link your asset records to Requests for Change (RfCs). This provide assurance that there is no ambiguity as to which specific assets an RfC relates to, and therefore the business risk of the change can be accurately assessed.

![Assets](https://res.cloudinary.com/xenos-design/image/upload/v1738769163/JSM/premium/img-032_crbxhg.png)

The two steps to do this are 1) creating a custom field that maps to your asset schema, and 2) adding that field to your change request types.

Let’s walk through this. Click on the **Create custom field** link and then the **Create custom field** button at the top right-hand of the screen that appears.

![Custom fields](https://res.cloudinary.com/xenos-design/image/upload/v1738835773/JSM/premium/img-035_f2soaz.png)

In the popup form, choose *Advanced* from the side menu and then the *Asset Objects* option. Now click on **Next**.

![Custom field](https://res.cloudinary.com/xenos-design/image/upload/v1738835773/JSM/premium/img-036_yqvndx.png)

Provide a name for the field and a description. Now click on **Create**.

From the list of Custom fields that will appear, click on the name of your newly created field, then open the Context tab, and finally the *Create, edit or delete contexts* link.

From this screen click on the *Edit Assets object/s field configuration* link.

![Add scema](https://res.cloudinary.com/xenos-design/image/upload/v1738835773/JSM/premium/img-039_pcith7.png)

On the next screen you need to specify, as a minimum.

- Object schema - your asset schema
- Which fields users can search against in the custom field
- Which field will appear in the field for the issue view
- Whether the field allows multiple selects, crucial if your RfCs will relate to more than one asset

Click on **Save** when ready.

![Schema config](https://res.cloudinary.com/xenos-design/image/upload/v1738835773/JSM/premium/img-040_zmlzo1.png)

Now navigate back to the **Project settings -> Operations -> Change management -> Assets** screen and click on the **Request a change** link. *Note: if you have more than one request type under for changes these will all be listed here*.

Now drag your new custom field from the right-hand of the screen and place it where you want it to be in the list of existing fields. Once you and ready click on **Save Changes**.

![Add custom field to request type form](https://res.cloudinary.com/xenos-design/image/upload/v1738835773/JSM/premium/img-038_gucdvz.png)

Your field is now visible whenever someone creates or views the assigned request type(s).

##### Risk insights

This area lets you set.

- Which risk insights tabs are visible on the *View* screen for Change request types
- Specify the status to be used for rejected changes and specify time windows if you want to show rejected changes
- Specify the time window if you want to show failed deployments
- Create standard forms for use within your Change request type to drive consistency of data capture

![Risks](https://res.cloudinary.com/xenos-design/image/upload/v1738838108/JSM/premium/img-041_ivtsse.png)

##### Other settings

This area links to.

- The list of services that you may or may not have configured within your project. Services are separate from assets as they relate to a service that is delivered to a customer and may consist of one or more assets
- The automation area of the project where you can create automation rules using existing templates on Atlassian’s AI tool

![Other settings](https://res.cloudinary.com/xenos-design/image/upload/v1738769163/JSM/premium/img-034_bzocfn.png)

## Advanced Alert Integration

Premium gives you the ability to integrate JSM with one or more Enterprise Management tools. This means that your service desk agents will have visibility of alerts that have been generated in your service(s) and, depending on how much automation you want to use, go from automatically raising Incidents to automating Incident response and resolution.

This is a large topic, which deserves a detailed look, so I will cover this later in the series.

## Conclusion

In summary, JSM Premium stands out as a comprehensive solution tailored for modern IT service management needs. By harnessing its advanced features, organisations can streamline their service management processes, enhance efficiency, and provide exceptional service delivery. 

From advanced incident management to AI-powered capabilities, and robust support to enhanced security, JSM Premium equips teams with the tools they need to excel in a fast-paced digital landscape. 

Embrace the power of JSM Premium and unlock new levels of productivity and reliability in your IT operations.

Hopefully, this has been useful to you and I wish you well on your ITSM journey…

A deep dive in JIRA Service Managements Premium features and how best to implement them.

In the fast-paced world of Information Technology Service Management (ITSM), maintaining meaningful engagement with users and stakeholders can often be a challenging endeavour. However, there is a unique concept from Japanese culture that can significantly enhance ITSM engagement: Ichi-go Ichi-e (一期一会).

## Understanding Ichi-go Ichi-e

Ichi-go Ichi-e, which translates to "one time, one meeting," is a Japanese idiom often used in the context of the traditional tea ceremony. It encapsulates the idea that each encounter is unique and will never happen again in exactly the same way. This philosophy encourages individuals to cherish each moment and interaction, recognising its singular importance.

## Applying Ichi-go Ichi-e to ITSM

Incorporating the principle of Ichi-go Ichi-e into ITSM practices can lead to more meaningful and effective engagement. Here’s how:

### 1. Personalising User Interactions

Each interaction with a user or stakeholder is an opportunity to create a lasting impression. By embracing the concept of Ichi-go Ichi-e, ITSM professionals can focus on personalising each encounter, addressing individual needs, and showing genuine care and attention. This can build stronger relationships and foster trust.

### 2. Enhancing Customer Experience

Ichi-go Ichi-e encourages ITSM teams to view each service request or incident as a unique event. By treating every service interaction as a one-of-a-kind experience, teams can enhance the overall customer experience, ensuring that users feel valued and understood. This approach can lead to higher satisfaction rates and positive feedback.

### 3. Encouraging Active Listening

The philosophy of Ichi-go Ichi-e emphasises the importance of being fully present in the moment. For ITSM professionals, this means actively listening to users’ concerns and feedback without distractions. By practicing active listening, teams can better understand user needs, leading to more effective problem-solving and service delivery.

### 4. Promoting Continuous Improvement

Recognising the uniqueness of each interaction allows ITSM teams to learn and improve continuously. By reflecting on each engagement, identifying areas for improvement, and celebrating successes, teams can evolve their practices and deliver better services over time.

### 5. Fostering a Culture of Respect

Ichi-go Ichi-e teaches respect for the present moment and for the individuals involved. In ITSM, this translates to respecting users' time, opinions, and experiences. By fostering a culture of respect, ITSM teams can create a positive and collaborative environment, enhancing overall engagement and productivity.

## Conclusion

Incorporating the concept of Ichi-go Ichi-e into ITSM practices offers a fresh perspective on engagement. By cherishing each interaction as unique and significant, ITSM professionals can build stronger relationships, enhance customer experiences, and promote continuous improvement. Embracing Ichi-go Ichi-e can transform the way ITSM teams connect with users, leading to more meaningful and impactful engagements.

As we move forward in an ever-evolving technological landscape, let us remember the wisdom of Ichi-go Ichi-e and the value of each unique encounter.

Enhancing ITSM Engagement through the Concept of Ichi-go Ichi-e

Ichi-go ichi-e and Service Excellence

Service Excellence

Greetings!

In today's fast-paced IT environment, organisations need robust tools to manage their service management processes efficiently. JSM Premium offers a suite of advanced features designed to supercharge your IT service management (ITSM) practices and help your teams work smarter and faster.

In this article, we will be exploring the key features that come with upgrading to Premium and how to implement them.

I am splitting this article as follows:

- Part 1: Key Features and Customer Engagement
- Part 2: ITSM Processes
- Part 3: Asset Management, Governance and Security (this article)

## Asset Management

ITIL Asset Management, also known as IT Asset Management (ITAM), is a framework that assists organisations in efficiently managing their IT assets throughout their lifecycle. This process helps a company maximise value, limit costs, and manage risks by planning and driving the entire lifecycle of all IT assets.

IT Asset Management (ITAM) involves the systematic tracking and utilisation of an organisation’s assets, both physical and digital. It includes cataloguing, deploying, maintaining, upgrading, and responsibly disposing of assets to ensure their optimal use throughout their lifecycle. This lifecycle typically encompasses planning, procurement, deployment, maintenance, and retirement, with a focus on understanding the total cost of ownership and maximising asset value.

### Creating the schema

Once the Premium license has been procured, or you have started the free trial of Premium (currently 30 days), you can create the schema for your Asset Register. 

First, you click on **Assets**, found in the top menu on the screen. This will take you to the schema list page, from which you click on *Create schema*.

![All schemas screen](https://res.cloudinary.com/xenos-design/image/upload/v1738684972/JSM/premium/img-001_sagqu9.png)

You will be given the opportunity to choose an Atlassian template or start with a blank schema. I will be starting with the IT asset Management template for this demonstration.

![Schema template of blank selection](https://res.cloudinary.com/xenos-design/image/upload/v1738684971/JSM/premium/img-002_ub28am.png)

The next screen asks you to provide three pieces of information.

- Schema name
- Key - this will be the prefix for all assets within this schema
- Description

![Schema creation](https://res.cloudinary.com/xenos-design/image/upload/v1738684971/JSM/premium/img-003_hspxli.png)

Once you have provided the information you just need to click on *Create schema*. Your schema will be created and you will be redirected to the main view screen for the schema. 

![Main schema screen](https://res.cloudinary.com/xenos-design/image/upload/v1738684971/JSM/premium/img-004_pigj32.png)

From this screen, you will be able to.

- Amend the schema configuration
- Add, amend or delete Object Types

![Schema config screen](https://res.cloudinary.com/xenos-design/image/upload/v1738684971/JSM/premium/img-007_zxo2ym.png)

As you will see from the below you can create the schema hierarchy to suit your needs by setting the *Parent* field. If you want a new top-level object you need to leave this field blank, see **Software Licenses** in the below screenshot as an example.

![Schema hierarchy](https://res.cloudinary.com/xenos-design/image/upload/v1738684970/JSM/premium/img-006_vv6xuy.png)

- Create objects (Configuration Items in ITIL terms), by clicking on an Object Type in the lowest part of your hierarchy (NMI Workstations in this example) and filling out the form that is presented to you. *Note: different object types have different field sets, so it is worth exploring these before committing to a particular type*

![Object creation form](https://res.cloudinary.com/xenos-design/image/upload/v1738684970/JSM/premium/img-009_pkknlv.png)

- Amend or delete objects from the schema by clicking on the menu shown below. You will see at the top of the object record the Unique ID for the record with the prefix *DEMO*

![Object record](https://res.cloudinary.com/xenos-design/image/upload/v1738684970/JSM/premium/img-010_z47xdd.png)

Now, this is all well and good if you only have a small number of assets to manage and their data is relatively static but, if you have thousands of assets that you need to manage, wouldn’t it be nice to be able to import assets into your Asset Register, either using an extract or through integration with a discovery tool.

### Importing Assets

JSM gives you the ability to import Asset Data from the *Schema Configuration* menu, which is accessed from the main schema view screen.

![Import screen](https://res.cloudinary.com/xenos-design/image/upload/v1738684970/JSM/premium/img-011_qlwlte.png)

From this screen, you can see all the imports that you have done previously, as well as creating a new import by clicking on the **Create import** button. You will need to

- Specify the import type that you want to use
  - Discovery Import
  - JSON file Import
  - CSV file Import
  - External Import
- Define your import structure
  - Import name or reference
  - Add a description, as needed
  - Identify the file, or its location, that you want imported
  - Specify whether you want *Object Types* and *Structures* to be created based on the data in your file. This can be useful, if you are starting with a blank schema and want JSM to create based on the content structure of your file, but should be used with caution if you have manually created a schema or used a template
  - Additional options include
    - Being able to specify the encoding format of your data
    - Specifying the character that will be used if data needs to be concatenated e.g. Field Office becomes Field-Office
    - Whether to ignore or remove entries with no data
    - Whether to add or ignore unknown values
    - Specify a Date or Date/Time format


### Asset Reporting

There are a number of templated asset reports that are provided. These are accessed from the side menu, as shown below, from where you can click on **Create Report** which will open up the template selection screen.

![Main report screen](https://res.cloudinary.com/xenos-design/image/upload/v1738684970/JSM/premium/img-012_wxvfdi.png)

From here you simply specify a meaningful name for the report and select the template you want to use.

![Report template selection](https://res.cloudinary.com/xenos-design/image/upload/v1738684970/JSM/premium/img-013_mg6xwq.png)

From your selection, you will be taken to a report configuration screen. This is where you specify the schema, object types, object attributes etc, that you want your reports to be generated from. 

![Report config screen](https://res.cloudinary.com/xenos-design/image/upload/v1738684970/JSM/premium/img-014_hmufzp.png)

Once you click **Save** your report will be listed in the main *Reports* screen.

### Linking assets to records

Now having an accurate record of all of your assets is a splendid thing, which can be enhanced by creating custom fields and adding them to the screen for your various request types.

Linking ITSM Configuration Items (CIs) to ITSM process records is essential for several reasons:

1. **Enhanced Incident and Problem Resolution**: By understanding the relationships between CIs, organisations can quickly identify and resolve issues. This comprehensive view of system configurations and dependencies facilitates troubleshooting and enables faster root cause analysis
2. **Improved Change Management**: Linking CIs to process records ensures that any changes made to the IT environment are well-documented and understood. This helps in evaluating the impact of changes and reduces the risk of unintended consequences
3. **Effective Release Management**: Having detailed information about CIs and their relationships allows for better planning and execution of releases. This ensures that all components are correctly configured and reduces the likelihood of release failures
4. **Efficient IT Service Management**: Configuration Management provides accurate and trustworthy information about IT services, supporting decision-making and service delivery. This helps in maintaining consistency in a product's functionality, physical characteristics, and performance
5. **Risk Reduction**: Properly linking CIs to process records helps reduce the risk of interruptions and security breaches. It also minimises unnecessary duplication and ensures that all IT services, hardware, and software operate efficiently

**Example: Change Management**

Navigate to **Project settings -> Operations -> Change Management -> Assets**.

This screen enables you to link your asset records to Requests for Change (RfCs). This provides assurance that there is no ambiguity as to which specific assets an RfC relates to, and therefore the business risk of the change can be accurately assessed.

![Assets](https://res.cloudinary.com/xenos-design/image/upload/v1738769163/JSM/premium/img-032_crbxhg.png)

The two steps to do this are 1) creating a custom field that maps to your asset schema, and 2) adding that field to your change request types.

Let’s walk through this. Click on the **Create custom field** link and then the **Create custom field** button at the top right-hand of the screen that appears.

![Custom fields](https://res.cloudinary.com/xenos-design/image/upload/v1738835773/JSM/premium/img-035_f2soaz.png)

In the popup form, choose *Advanced* from the side menu and then the *Asset Objects* option. Now click on **Next**.

![Custom field](https://res.cloudinary.com/xenos-design/image/upload/v1738835773/JSM/premium/img-036_yqvndx.png)

Provide a name for the field and a description. Now click on **Create**.

From the list of Custom fields that will appear, click on the name of your newly created field, then open the Context tab and finally the *Create, edit or delete contexts* link.

From this screen click on the *Edit Assets object/s field configuration* link.

![Add scema](https://res.cloudinary.com/xenos-design/image/upload/v1738835773/JSM/premium/img-039_pcith7.png)

In the next screen, you need to specify, as a minimum.

- Object schema - your asset schema
- Which fields users can search against in the custom field
- Which field will appear in the field for the issue view
- Whether the field allows multiple selects, crucial if your RfCs will relate to more than one asset

Clock on **Save** when ready.

![Schema config](https://res.cloudinary.com/xenos-design/image/upload/v1738835773/JSM/premium/img-040_zmlzo1.png)

Now navigate back to the **Project settings -> Operations -> Change management -> Assets** screen and click on the **Request a change** link. *Note: if you have more than one request type under for changes these will all be listed here*.

Now drag your new custom field from the right-hand of the screen and place it where you want it to be in the list of existing fields. Once you are ready, click on **Save Changes**.

![Add custom field to request type form](https://res.cloudinary.com/xenos-design/image/upload/v1738835773/JSM/premium/img-038_gucdvz.png)

Your field is now visible whenever someone creates or views the assigned request type(s).

## Governance and Security

### Enhanced Security / Governance Controls

The Premium license model provides additional security and governance capability enhancements for JSM. These are;

* **Audit Logs** - Troubleshoot a problem or keep a record of important events, like changes to global permissions
* **Data Residency** - Choose where key product data at rest is hosted within Atlassian’s global cloud footprint. This helps your business where legislation mandates where data should be held e.g. [GDPR](https://eur-lex.europa.eu/eli/reg/2016/679/oj/eng), [HIPAA](https://www.hhs.gov/hipaa/for-professionals/index.html) etc
* **Admin Insights** - Gain a better understanding of your product usage with data, like usage, security, and access insights
* **IP Allowlisting** (White Listing) - Limit site access to trusted IP ranges, giving an extra layer of access security
* **Sandbox** - Test and control the rollout of updates and new apps in a sandbox copy of your environment
* **Release Tracks** - With the option to control Atlassian cloud releases, control when and how changes are released to end users

### Single Sign On (SSO) integration (AD / SAML)

Premium also gives you the ability to implement an SSO integration with your project. I have covered this in the 5th post of this series, which can be found [here](https://blog.stevengodson.com/series#JSM).

## Conclusion

In summary, JSM Premium is a comprehensive solution tailored for modern IT service management needs. By harnessing its advanced features, organisations can; streamline their service management processes, enhance efficiency, and provide exceptional service delivery. 

From advanced incident management to AI-powered capabilities, and robust support to enhanced security, JSM Premium equips teams with the tools they need to excel in a fast-paced digital landscape. 

Embrace the power of JSM Premium and unlock new levels of productivity and reliability in your IT operations.

Hopefully, this has been useful to you and I wish you well on your ITSM journey…

Greetings!

In today's fast-paced IT environment, organisations need robust tools to manage their service management processes efficiently. JSM Premium offers a suite of advanced features designed to supercharge your IT service management (ITSM) practices and help your teams work smarter and faster.

In this article, we will be exploring the key features that come with upgrading to Premium and how to implement them.

I am splitting this article as follows:

- Part 1: Key Features and Customer Engagement (this article)
- Part 2: ITSM Processes
- Part 3: Asset Management, Governance and Security

## Key Premium Features

1. **Advanced Incident Management**
   JSM Premium provides advanced incident management capabilities, including alerts, incident data analysis, and service and infrastructure health analysis. These features enable teams to detect and resolve incidents faster, minimising downtime and improving service reliability.

2. **Flexible Asset and Configuration Management**
   With JSM Premium, you can track assets, configuration items, and resources, gaining visibility into critical relationships between applications. This helps streamline IT operations and ensures that all assets are properly managed and maintained.

3. **Change Management Automation**
   Automate change management processes with JSM Premium. Automatically create change records for standard changes and pause high-risk changes for review and approval. This ensures that all changes are properly managed and reduces the risk of disruptions.

4. **AI-Powered Features**
   Leverage AI-powered features like the virtual service agent and generative AI for the issue editor. These tools help automate routine tasks, provide personalised support, and enhance the overall user experience.

5. **No-Code/Low-Code Capabilities**
   Empower your teams to build and customise their own services using no-code/low-code capabilities within an IT-regulated environment. This allows for greater flexibility and innovation while maintaining compliance with IT standards.

6. **Unlimited Storage**
   JSM Premium offers unlimited storage, ensuring that you have all the space you need to manage your projects and data without worrying about running out of storage.

7. **24/7 Premium Support**
   Benefit from 24/7 support with one-hour response times for critical issues from a dedicated team. This ensures that you always have access to expert assistance whenever you need it.

8. **Project Archiving**
   Reduce clutter in your instance by archiving old projects and their underlying issues. This helps keep your workspace organised and improves overall efficiency.

9. **IP Allowlisting**
   Bolster security by limiting site access to trusted IP ranges. This helps protect your data and ensures that only authorised users can access your Jira instance.

10. **Sandbox and Release Tracks**
    Prepare and test product changes and updates before they roll out to your teams using sandbox environments. Control when and how product changes are released to users with release tracks.

The various license plans and their features can be found at [Explore Jira Service Management Pricing Plans](https://www.atlassian.com/software/jira/service-management/pricing).

We will now take a deeper look at some of these and ODWS best to use them to enhance your services.

## Customer Engagement

### Virtual Assistant

The **Virtual Assistant** is a function that your customer(s) will interact with in the portal to ask questions and raise request types. The main benefit of this is that it should, assuming it is configured correctly, empower your customer(s) to answer questions and resolve issues without the need the engage with service desk agents. A secondary benefit is that your service desk agents will have more time available to focus on proactive activities and delivering additional value to your customer(s).

### Help Centre (Customer Portal)

JSM Premium Licensing enables

- Unlimited service portals
- Customer branding with your company's URL e.g. www.[your company domain]/support
- Multiple help centres

To customise your Help Centre, and the JSM Projects below it, you need to navigate to your help centre. The link for this can be found at **Atlassian Admin -> Products -> Product URLs -> Jira Service Management**. Once there you should see, assuming you have the appropriate admin permissions, a **Customise** button in the top right-hand side of the screen. Clicking on opens a dropdown with 5 options.

- Manage announcements
- Customise look and feel
- Add login page message
- Manage topics and portals
- Edit page layout

#### Manage announcements

Adding announcements to your Help Centre or Project Portals is a great way of providing updates on Major Incidents to your users or identifying upcoming outages. This is in addition to other communication routes and should not be taken as the primary mode as you cannot guarantee that people will be looking here.

Permission to add announcements is, by default, restricted to Organisational Admins (Help Centre) and Project Admins (Project Portals), but can be opened up to the Agent role in a projects **Project settings -> Channels & self service -> Portal** screen.

To add a new announcement, or manage existing ones, click on the **Customise** button, populate the form that opens up and click **Save changes** for your message to be visible.

![announcements](https://res.cloudinary.com/xenos-design/image/upload/v1738687869/JSM/premium/img-019_d6ue59.png)

#### Customise look and feel

![look and feel](https://res.cloudinary.com/xenos-design/image/upload/v1738687870/JSM/premium/img-015_xh78jq.png)

You can change some basic areas of your Help Centre to make it to match your companies, or your customers, branding. You can

- Change the name
- Change the home page title
- Add a logo
- Change to banner image
- Change to banner and button colour
- Change the banner text colour

![Change look and feel](https://res.cloudinary.com/xenos-design/image/upload/v1738758049/JSM/premium/img-020_belf0e.png)

#### Add login page message

To add a login message, click on the **Customise** button, select **Add login page message** and populate the form that opens up and click **Save changes** for your message to be visible.

![login essage](https://res.cloudinary.com/xenos-design/image/upload/v1738687869/JSM/premium/img-016_jf9ihd.png)

#### Manage topics and portals

To manage topics and portals, click on the **Customise** button, select **Manage Topics and Portals** and use the screen that you are taken to too make the changes that you need to. Click on **Publish layout** for your changes to be visible.

![topics and portals](https://res.cloudinary.com/xenos-design/image/upload/v1738687870/JSM/premium/img-017_st4p8m.png)

#### Edit page layout

To change the order that the sections of your Help Centre appear in, click on the **Customise** button, select **Edit page layout** and use the screen that you are taken to too make the changes that you need to. Click on **Preview** to see what your changes look like and **Publish** for your changes to be visible.

![edit layout](https://res.cloudinary.com/xenos-design/image/upload/v1738687870/JSM/premium/img-018_seb45l.png)

## Conclusion

In summary, JSM Premium stands out as a comprehensive solution tailored for modern IT service management needs. By harnessing its advanced features, organisations can streamline their service management processes, enhance efficiency, and provide exceptional service delivery. 

From advanced incident management to AI-powered capabilities, and robust support to enhanced security, JSM Premium equips teams with the tools they need to excel in a fast-paced digital landscape. 

Embrace the power of JSM Premium and unlock new levels of productivity and reliability in your IT operations.

Hopefully, this has been useful to you and I wish you well on your ITSM journey…

Greetings!

In this article, the second in my JIRA Service Management (JSM) series, I will explore the Access Management capabilities available in a JIRA Service Management (JSM) project. It includes a detailed look at the Single Sign-On (SSO) options provided by the Atlassian Guard product. The document aims to guide users on how to manage user access effectively, align with organisational security policies, and implement SSO with the necessary permissions.

*Note: you will need to have Organisation Administrator permissions to implement SSO, as well as access to your organisation’s MS Entra ID admin.*

## Key Principles 

The following are a few examples of areas that should be considered, ideally as part of your design for JSM as discussed in the initial article of this series, when planning for managing user access to JSM.

* Managing users should not be an onerous task
* Align with your organisation’s information security policies 
* Align with your organisation’s Joiners, Movers and Leavers (JML) process
* Review license usage to ensure you only those who need it have access
* Follow the principle of least privilege access so users only have permission to do what they need to do to fulfil their role


## Available Roles

There are three distinct roles, with JSM, that users can be assigned to.

* ***Administrator*** - access to all functionality plus the ability to access the **Project Settings** and make changes to the project’s configuration 
* ***Agent*** - access to the agent functionality to create and manage request and Incident records
* ***Customer*** - the ability to create requests, view requests that have been raised and search the knowledge base (if access is provided)

These roles can be assigned in a number of ways which we will explore in the next section.

## Basic User Management

JSM provides ‘out of the box’ functionality for managing users. It is accessed from the **Project Settings** menu under **Access -> People and access**.

![People and settings](https://res.cloudinary.com/xenos-design/image/upload/v1735566618/JSM/project-settings/project-settings-image-11-1_ivlzg7.png)

The **People and access** screen is where users of the JSM project can be managed. From this screen, you can

- Add users to the project by
  - Clicking on the **Add people** button
  - adding the email of the users you want to give access to OR add from Google, Slack or Microsoft
  - Choose the role that you want them to have
  - Click on **Add**

![Add users](https://res.cloudinary.com/xenos-design/image/upload/v1735566619/JSM/project-settings/project-settings-image-11-2_tytvoi.png)

- Remove users
- View users by file using the **Roles** filter
- Search for specific users in the **Search roles** field

## Single Sign On (SSO)

To use SSO with any Atlassian product a subscription needs to be taken out for [Atlassian Guard](https://www.atlassian.com/software/guard). This provides four methods of authenticating users for SSO. 

From an architectural perspective, this sits outside of JSM and can be considered a global Atlassian product as it controls access across all products that your organisation has signed up to with Atlassian.

These settings are accessed via the Atlassian Administration menu.

![Atlassian admin](https://res.cloudinary.com/xenos-design/image/upload/v1735573543/JSM/sso/image-1_y2nfjf.png)

### Domain Verification only

This is the simplest way of deploying SSO as it only requires you to have access to the DNS records for the email domain that you want to use for authentication e.g. stevengodson.com.

In the Atlassian Admin menu select **Settings** then **Domains** and click on the **Verify your company domain** button.

![Verify domain screen](https://res.cloudinary.com/xenos-design/image/upload/v1735573645/JSM/sso/image-2_yc1nz9.png)

Click on **Next** on this screen.

![Screen 1](https://res.cloudinary.com/xenos-design/image/upload/v1735574052/JSM/sso/image-3_jletk4.png)

Enter the domain that you want to verify and click **Next**.

![Screen 2](https://res.cloudinary.com/xenos-design/image/upload/v1735574051/JSM/sso/image-4_xrwen0.png)

On the following screen, select the method of verification that you want to use, follow the instructions and click on **Verify domain** when completed.

![Screen 3](https://res.cloudinary.com/xenos-design/image/upload/v1735574052/JSM/sso/image-5_aygnu8.png)

You should be taken back to the main Domains screen where your domain will be listed. *Note: this may take several hours to verify depending on the method that you choose.

![Domain listing page](https://res.cloudinary.com/xenos-design/image/upload/v1735574652/JSM/sso/image-6_tnjrni.png)

Once your domain is verified you can claim any existing accounts for the users under that domain. From this point, any users that are logged into their browser, using the verified domain can log in, using SSO, to Atlassian Cloud.

Access to specific projects within Atlassian will still need to be granted at the project level following the steps shown in the *Basic User Management* section of this article.

### Identity Provider Integration

If you want to be able to control access to your Atlassian projects and products, through your existing federated user management tool, this can be achieved by implementing an **Identity Provider** integration using **SAML** and deploying **Authentication policies**.

This will, with the exception of Google Workspace, require you to take out a subscription to Atlassian Guard, which is licensed based on the number of users claimed rather than active, so I strongly advise you to check the current pricing and be sure you have a valid business case to proceed.

Once you have set up your Atlassian Guard subscription, or signed up to the free 14-day trial, navigate to the **Atlassian Admin -> Security -> Identity Providers** screen and select your identity provider.

![Identity providers](https://res.cloudinary.com/xenos-design/image/upload/v1735576516/JSM/sso/image-7_dsy5ly.png)

*Note: most of these options will require you to verify your domain prior to setting up any integration.*

If the workflow for your specific integration does not cover setting up *Authentication policies*, I recommend navigating to **Administration -> Security -> Authentication policies** and creating a new policy for your specific *Identity Provider* integration to enforce single sign-on for all sync’d users.

These policies give you control over whether

- A user needs to use Two Factor Authentication
- Log In using third-party login routes
- Use API Tokens to access the JSM APIs
- Set how long users can be idle before they are kicked out. *Note: consult your organisation's Information Security Policies to ensure compliance with any mandated periods*

#### Considerations

* If using groups to delineate role access, populate with a test user, wait for it to sync and test the access
* To give synced users with a group automatic access to certain projects, you just need to
  * In **Administration -> Directory -> Groups** select the applicable group and give all members access to *JSM* and *Confluence
  * In your JSM project go to **Project Settings -> Access -> People and Access** and add the user group to the appropriate JSM role (Admin, Service Desk Agent and Customer)
* The email addresses of the users, that are synced, **MUST** be the ones using a *verified domain*. Failure to do this means users will be treated *External* users and, as such, unmanaged

## Conclusion

We have come to the end of the fourth article in this series. We have explored the User Access Management controls for JSM.

In the next article, we will go through the **User Portal** which is the main view for Service Desk Agents when working on different request types.

Hopefully, this has been useful to you and I wish you well on your ITSM journey…

Greetings!

In this article, the second in my series on JIRA Service Management (JSM), I will be exploring the **Project Settings** available in a JSM project. Due to the numerous options, and level of detail, available in **Project Settings** I am splitting this article into two as follows.

This first article covered 

- Details
- Summary
- Features
- Access

The second article covers

- Request Management
- Automation

This article covers

- Channels & self-service
- Operations
- Notifications
- Language support
- Apps
- Versions
- Components

In my first article, I set up a basic JSM project using the ‘out of the box’ functionality and the Customer Service Management template. Now we will go deeper into the available configuration options and discuss what is possible.

It is worth noting that, where additional functionality can be added as part of a paid subscription or license upgrade, I will be covering these in later articles.

## Key Principles 

The following are a few examples of areas that should be considered, ideally as part of your design for JSM as discussed in the initial article of this series, when planning for the configuration of a JSM project.

- Is your Service Desk going to be managing processes other than Incident Management and Request Management e.g. Problem Management, Change Management or Asset Management?
- What information needs to be captured for each process, both at the initial creation of a record and through its lifecycle?
- Are there existing process templates that can be used for the data capture and workflow?
- What queues and views are needed by the teams?
- How many customers are being supported and is there a need to split the data by customer?
- What integrations are needed? JSM can integrate with
  - Collaboration tools e.g. MS Teams and Slack 
  - Enterprise Management tools e.g. DataDog
  - Email integration for a more seamless service experience 

## Project Settings 

We will now go through the sections of the Project Settings menu and see what each sub-element lets us configure.

This is accessed from the link shown below, you must have Admin permissions to see this link.

![Project Settings](https://res.cloudinary.com/xenos-design/image/upload/v1735475430/JSM/project-settings/project-settings-image-1_xpai6z.png)

### Channels & self-service

#### Portal

##### Portal Configuration

![Portal settings](https://res.cloudinary.com/xenos-design/image/upload/c_scale,w_700/v1735038726/JSM/getting-started/Getting-Started-Image-3_jqwvux.png)

- Portal URL - this is the link to your external facing portal for your service desk
- Service project information
  - Portal name - a mandatory title for your service desk project, this is visible internally and externally
  - Introduction text - the text that customers/users will see under the service desk project (Portal) name
  - Logo - allows you to add a logo to the portal which will sit beside the portal name
- Channel access - clicking on *Edit customer permissions* opens a new page where you can
  - Decide who has access to the portal, and other engagement routes, e.g. Restricted to users who have been given access or Open to anyone who has the link
  - Decide what customers can see within the project. This very much depends on whether your service desk project supports multiple customers or just one and the data privacy regulations that you need to comply with

![Channel Access](https://res.cloudinary.com/xenos-design/image/upload/v1735040287/JSM/getting-started/Getting-Started-Image-5_zhcbzf.png)

- Announcements - controls who can add banner announcement messages to the portal e.g. notifying users of an upcoming service outage or major Incident

##### Portal groups

![Portal groups](https://res.cloudinary.com/xenos-design/image/upload/c_scale,w_700/v1735040889/JSM/getting-started/Getting-Started-Image-6_lrwxht.png)

This tab allows you to add sections to your portal to enable a logical grouping of request types e.g. Incidents, Requests, Changes etc. By default it comes with the General group populated with 7 request types, assuming you have that many in your project. The groups can be re-ordered by clicking on the top left of a group tile and dragging around the page

##### Final View

Once you have configured your portal you can use the Portal URL to see what it looks like. I recommend making changes incrementally and checking the portal after each change so you can see the results in real-time.

Below is a simplistic view of where your changes will be visible.

![Portal after customisation](https://res.cloudinary.com/xenos-design/image/upload/v1735041252/JSM/getting-started/Getting-Started-Image-7_dexplf.png)

If you look at the top right-hand corner you will see me logged in as a user, a search icon and a Customer button, the latter only being available to those with permission to add announcements.

#### Email

![Email settings](https://res.cloudinary.com/xenos-design/image/upload/v1735059290/JSM/getting-started/Getting-Started-Image-8_xcltez.png)

The Email section provides the capability to manage the email addresses that customers/users can use to report issues and request services.

The default email address is *support@[your-account-name].atlassian.net*. However, this can be amended by clicking the ellipsis, under the **Actions** heading, and selecting **Edit**. This opens the following pop-up from which the email address name can be amended and the Request type will automatically be created upon receipt.

You will notice that the Request types in the drop-down field represent the full list of Request types that were created earlier in this article.

![Manage email popup](https://res.cloudinary.com/xenos-design/image/upload/v1735059290/JSM/getting-started/Getting-Started-Image-9_iqhkjs.png)

If you want to create multiple email addresses then click on the **Create Atlassian email** button which opens the same pop-up form.

It is also possible to link external emails to your project, useful if you want to keep a corporate “feel” to the service desk. Simply click on the **Add external email** button, select the option that fits your use case and follow the instructions to connect to your email provider.

![Email integration](https://res.cloudinary.com/xenos-design/image/upload/v1735060223/JSM/getting-started/Getting-Started-Image-10_d4fszs.png)

#### Chat

The chat options of JSM are shown as four streams.

- Integration - with Slack or Teams to give a more integrated feel to the customer experience, crucial in a world where Experience Level Agreements (XLAs) are ever pushing their way into the foreground of CIO thinking
- Workflows - seamless fulfilment of requests within the chat
- Chat to Request - including triggers within a chat to allow agents to generate request records from a chat message
- Virtual Agent - the ever-ubiquitous use of AI and Machine Learning to support customers through automation and knowledge bases

![Chat options](https://res.cloudinary.com/xenos-design/image/upload/c_scale,w_700/v1735060739/JSM/getting-started/Getting-Started-Image-11_jhf0wg.png)

#### Widget

The **Widget** page gives you the functionality to configure a deploy a widget to the customer portal that can be used to 

- raise an issue with the service desk
- search the knowledge base
- engage with a virtual agent

![Add a widget](https://res.cloudinary.com/xenos-design/image/upload/c_scale,w_700/v1735934803/JSM/project-settings/project-settings-image-21-6_jeouji.png)

*Note: you will need to have portal access set to Open before you can add a widget. This can be set from the Portal settings page.*

#### Knowledge base

The JSM knowledge base is a feature that needs to be enabled but, currently, incurs no cost. It essentially deploys Atlassian's Confluence product.

![](https://res.cloudinary.com/xenos-design/image/upload/c_scale,w_700/v1735934998/JSM/project-settings/project-settings-image-21-7_vajnev.png)

To add a knowledge base you will need to

- Click on **Try Now**
- Accept the T’s and C’s on the next screen and wait
- Then, once the last screen appears click on **Go to knowledge base**

You will be taken to the following screen where you can see 

- Create spaces
- Link an existing space
- Set who has visibility
- Select which articles are shown

![knowledge base](https://res.cloudinary.com/xenos-design/image/upload/v1735935242/JSM/project-settings/project-settings-image-21-8_emiuzd.png)

#### Virtual service agent

The **Virtual Service Agent** is an AI-driven tool that can enhance the customer experience and shift volumes away from the service desk agents, allowing them to focus on more value add activities. 

However, as this incurs an additional cost it is out of scope for this article.

#### External resources

The screen is used to add links to external tools and/or websites, outside of Atlassian, that customers will find useful. To add one you just need to

- Click on **Add link**
- Populate the form, as shown below, and click on **Add**

![Add link form](https://res.cloudinary.com/xenos-design/image/upload/c_scale,w_500/v1735935805/JSM/project-settings/project-settings-image-21-10_kbiuch.png)

The link will now be visible on the customer portal, as shown below.

![Portal with external resource](https://res.cloudinary.com/xenos-design/image/upload/v1735935805/JSM/project-settings/project-settings-image-21-12_gp7szc.png)

#### Issue collectors

![Issue collectors](https://res.cloudinary.com/xenos-design/image/upload/v1735935991/JSM/project-settings/project-settings-image-21-13_ujdvut.png)

**Issue collectors** are a great way to engage your users, from any website that can run JavaScript, to provide feedback or raise an issue. To add one click on **Add issue collector** and populate the screen that appears.

![Collector form](https://res.cloudinary.com/xenos-design/image/upload/c_scale,w_700/v1735988493/JSM/project-settings/project-settings-image-21-14_ckzp1u.png)

Once you have customised the collector configuration to meet your needs, click on **Submit** and you will be taken to the following screens that provide you with the HTML and jQuery code that you need to include in the website that the collector is for.

![HTML](https://res.cloudinary.com/xenos-design/image/upload/v1735988493/JSM/project-settings/project-settings-image-21-15_sejrba.png)
*HTML*

![JQuery](https://res.cloudinary.com/xenos-design/image/upload/v1735988493/JSM/project-settings/project-settings-image-21-16_jpmsww.png)
*JQuery*

### Operations

In the view shown below only Incident Management is listed. However, if you take out a Premium or Enterprise plan, and switch on Problem Management or Change Management, they will appear in this part of the menu as well.

#### Incident Management

This is a summary page that lists useful articles for managing fields, in both Standard and Premium services, configuring responder alerts, setting communications preferences and Post Incident Reviews, the latter two being Premium services.

![Incident Management](https://res.cloudinary.com/xenos-design/image/upload/c_scale,w_700/v1735989074/JSM/project-settings/project-settings-image-21-17_nskfny.png)

### Notifications

The following screens are used to configure and enable/disable notifications that will be sent internally within your support organisation e.g. issue assigned to agent or Priority 1 Incident raised, and notifications that will be sent to customers e.g. request created or approval required.

Depending on how your service desk operation is designed, you can switch off all customer notifications or customise the templates (Premium functionality).

#### Internal notifications

![Internal notifications](https://res.cloudinary.com/xenos-design/image/upload/c_scale,w_700/v1735989714/JSM/project-settings/project-settings-image-21-18_q4i5xx.png)

#### Customer notifications

![External notification](https://res.cloudinary.com/xenos-design/image/upload/v1735989714/JSM/project-settings/project-settings-image-21-19_mycocr.png)

### Language Support

This setting allows you to add support for additional languages to your JSM project.

![Language support](https://res.cloudinary.com/xenos-design/image/upload/c_scale,w_700/v1735990449/JSM/project-settings/project-settings-image-21-20_x4jcn4.png)

The main page lists the default language for the JSM project. This is what was selected when the JSM project was originally created. From this page you can

- Change the default language
- Add a new language by selecting one or more of the languages shown in the pop-up when you click on **Add Languages** button, as shown below

![Add languages](https://res.cloudinary.com/xenos-design/image/upload/c_scale,w_500/v1735990449/JSM/project-settings/project-settings-image-21-21_q24iho.png)

### Apps
#### Microsoft Teams integration

From this screen, you can integrate JSM with your organisation's M365 Teams solution. This gives you the ability for customers to engage your service desk through Teams channels, assuming they either sit on your Teams or allow integration with theirs.

You should check with your IT Security Manager, prior to going down this path, to ensure that you are compliant with your organisation’s information security policies.

Once implemented you can expand the capability through the use of integrated workflows, automation and the AI Agent (additional costs apply).

#### Slack integration

From this screen, you can integrate JSM with your organisation's Slack solution. This gives you the ability for customers to engage your service desk through Teams channels, assuming they either sit on your Teams or allow integration with theirs.

You should check with your IT Security Manager to ensure that you are compliant with your organisation’s information security policies.

Once implemented you can expand the capability through the use of integrated workflows, automation and the AI Agent (additional costs apply).

#### Development tools

![Repository connect](https://res.cloudinary.com/xenos-design/image/upload/v1735991281/JSM/project-settings/project-settings-image-22-1_y2ekfr.png)

As you can see, this screen lets you connect Developer tools to JIRA.

#### Explore apps

This page lists the additional Atlassian Marketplace apps that JSM can integrate with. If you click on one of the tiles it shows you

- Details of the app
- Privacy and security statements
- Support details
- Version information
- Whether there is a cost for using it
- Additional resources

If you want to deploy one just click on the **Get it now** button to initiate the integration.

![Explore apps](https://res.cloudinary.com/xenos-design/image/upload/v1735991475/JSM/project-settings/project-settings-image-22-2_dom7ud.png)

### Versions

This screen gives you the functionality to list Releases of what you are supporting with your JSM service desk.

![Versions](https://res.cloudinary.com/xenos-design/image/upload/v1735991992/JSM/project-settings/project-settings-image-23-1_x6aerd.png)

You can add a new version by clicking on the **Create version** button and populating the pop-up that opens.

![Add version](https://res.cloudinary.com/xenos-design/image/upload/c_scale,w_500/v1735991992/JSM/project-settings/project-settings-image-23-2_gty2to.png)

Once added you can change the status of the record to

- Released
- Archived
- Merged
- Edited
- Deleted

![Updated list](https://res.cloudinary.com/xenos-design/image/upload/v1735992220/JSM/project-settings/project-settings-image-23-3_xkfuyj.png)

### Components

The **Components** screen is where the components of the service(s) that you are supporting, using your JSM instance, are managed. This list populated the *Components* field that can be seen in the **Request Management -> Fields** menu.

![Components](https://res.cloudinary.com/xenos-design/image/upload/v1735992531/JSM/project-settings/project-settings-image-24-1_k1ebnu.png)

From this page, you can *Edit* and *Delete* components.

To add additional components, simply click on **Create component**, fill out the pop=up form that appears and click on **Save**.

![Add components](https://res.cloudinary.com/xenos-design/image/upload/c_scale,w_500/v1735992532/JSM/project-settings/project-settings-image-24-2_wsvnct.png)

## Conclusion

We have come to the end of the fourth article in this series. We have explored what JSM is, and gone through some of the **Project Settings** features.

In the next article, we will continue to go through the **Access Management** options to discover just how versatile JSM can be.

Hopefully, this has been useful to you and I wish you well on your ITSM journey…

Checkout my latest shared thoughts...

AI driving ITSM

Embracing Service Architecture

Embracing the future

JIRA Service Management

JIRA Service Management

Service Excellence

JIRA Service Management

JIRA Service Management

JIRA Service Management

JIRA Service Management

JIRA Service Management

JIRA Service Management