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Perspectives, release notes, and announcements from the team that builds apps and consults on Atlassian and ITSM.
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More from the blog
One JSM Incident queue. 200 tickets. Six legitimate chart types. Each chart, in isolation, points the team toward a different management action. The chart isn't a window onto the data — it is an editor. Here is the decision rule.
Every JSM ticket already carries a complete event log. Every queue holds 5–50 process variants nobody has drawn. Here's the read you can run on one queue in a week — without the seven-figure platform. We call it Ticket Replay.
A pragmatic guide to the ITSM dashboard metrics worth tracking — and the second reading behind each one that flips the diagnosis for JSM service desks.
Why FitSM is the most practical standard for first-time ITSM implementations — and how to graduate to ITIL once your organization is ready.
Jira Service Management's built-in reporting offers basic SLA tracking. Here's how to build custom SLA dashboards that give your team the visibility they need.
Process maturity isn't about ticking boxes. It's about understanding where your team actually stands — and what to improve first.
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