One common point of confusion I hear from teams who are new to Jira Service Management (JSM) is how to get requests via email from their customers. They assume they have to go the traditional route of using Jira[...]

An organization's overarching culture and values trickle down to the IT team, both of which drive the way work is done in the department. And it's no secret that the work an IT team does has a major impact on overall[...]

Jira Service Management (JSM) and Jira Software (JSW) are both amazing software tools, so how do you know which is the right one to choose for your organization? At first glance, it might seem simple to determine the[...]

One way to cut down on the number of tickets that are opened in Jira Service Management (JSM) is to set up a knowledge base. It's not just good for the ITSM team--customers benefit, too! With a knowledge base,[...]

Queues in Jira Service Management (JSM) are a great way to bucket issues, helping to put the work in front of the right person to address the need at hand quickly. Building a queue is as easy as a good JQL statement.

In the runup to Team ’21, Atlassian announced they had acquired ThinkTilt, the company that makes one of our favorite no-code/low-code form builders for Jira and Jira Service Management, ProForma. ProForma has been[...]

As an Atlassian Platinum Solution Partner, we might be a bit biased. But in our estimation, Jira Service Management (formerly Jira Service Desk) keeps getting better and better. If you're late to the party, here's a[...]

Atlassian's Team '21 is right around the corner, and we are here for it! This virtual conference replaces Atlassian's most popular and best-attended annual event, Summit. Last year, Atlassian had to quickly pivot[...]

Guest Contributor: Isaac Sacolick, President | CIO, StarCIO

Google wrote the book on Site Reliability Engineering (SRE), and many organizations have SREs working with their agile development teams responding to[...]