In-person sessions

Uncover the synergy between Jira Service Management, Jira, Confluence, and Tempo's advanced suite of tools that help teams focus on outcomes that matter most. Learn how to optimize service excellence and create a robust framework for strategic IT Portfolio Management that aligns with business goals to improve visibility, streamline processes, hit efficiency high notes, and orchestrate resource allocation with precision while maintaining agility.

A year ago, we put a spotlight on Bad Service Management (BSM), an affliction that has plagued enterprises for years.

The best-known cure for BSM is to replace legacy ITSM with Jira Service Management, which brings dev, IT, and other teams together to deliver exceptional service experiences at high velocity. So we launched our END BSM NOW movement, encouraging BSM sufferers to switch to JSM to ease their bloated budgets, irritable teammates, nauseous interfaces, and more. In the last year, thousands of BSM sufferers switched to JSM. At this year’s event, we’ll show you how their lives changed — in wild and dramatic ways.

Hear how enterprises have improved their service management experiences. And don’t miss out on our latest Jira Service Management advancements, designed to stop BSM in its tracks.

Wondering how artificial intelligence can have a real impact on your ITSM strategy? Join us for a session on the latest Atlassian Intelligence innovations for Jira Service Management. From automating requests with the virtual agent to generating quick customer replies, we’ll show you all the ways you can accelerate service management with AI.

In this free Atlassian University course, you’ll get hands-on experience with how to set up and configure Jira Service Management for service request management. We'll cover how to create a self-service knowledge base and automate common tasks, as well as best practices to improve your service request management process. This course covers both IT and business use cases, and incorporates enterprise service management practices. You’ll also learn how to create and interpret Jira Service Management reports to gain insights for improving your processes, and how Confluence can be used for knowledge management. Please bring your own laptop!

Get ready to dive deep with Assets this 90-minute, hands-on demo lab. We’ll cover the basics of creating a powerful foundation of data to power your service practices, and how advanced rules, automation, and integrations can take your team to the next level. Please bring your own laptop!

Get a glimpse of how other teams are collaborating to provide excellent service experiences throughout the business. Hear from your peers to learn how they brought development, operations, and business teams together on Jira Service Management.

Do your engineering and support teams have a shared understanding of the customer? In this session, you’ll learn how Jira Service Management unites development, operations, and customer service teams on a single platform to deliver exceptional customer service experiences. We’ll share Atlassian’s vision for customer service management and walk you through setting up Jira Service Management for external support.

Transform your ITSM practices by migrating to Jira Service Management Cloud – built to connect development, IT, and beyond, to deliver exceptional service experiences faster than ever before. Learn how Cloud compares to Server and Data Center, and hear more about the tools and resources designed to make your cloud transformation seamless.

DevOps is a team sport, much like Formula 1 racing. While it can appear you’re in it alone, where would the F1 driver be without their engineers and mechanics? We win and lose together. Join us for this interactive session where you will learn how to leverage Jira Service Management and Jira Software together for optimum DevOps performance. Automatically track deployments to pinpoint root cause detection, swarm with your dev teams on incidents to reduce resolution times, and conduct blameless reviews for continuous improvement, all powered by the speed of the Atlassian platform.

When IT provides exceptional service to internal teams, those teams take notice. They might even look to IT for support in implementing the same tools and practices to manage their own work. In this session, learn how IT can take a transformational role in helping any team manage incoming requests with Jira Service Management — no technical knowledge required. We’ll show you how to empower non-IT teams to get up and running in minutes!

Assets in Jira Service Management isn’t just for tracking laptops - it’s a flexible database for your important data, both inside and outside IT. Join Atlassian product experts to learn more about use cases, roadmap, and integrations with other solutions on the Atlassian Platform.

For this demo, you're the copilot. We'll take a quick audience poll and deep dive into the topics and features of your choosing. We’ll let you navigate our journey, high velocity style. Bring your questions and curiosities and get ready to learn how to unlock legendary service management experiences with Jira Service Management.

Discover practical ideas to improve your IT support and operations models in our 90-minute workshop. Aimed at inspiring IT leaders and support teams, we will explore the Plan, Build, and Support framework and delve into key areas that introduce improved ways of working. Our focus will be on team collaboration, using Gartner Collaborative Hub research to explore how IT teams can move from tiered support models to ones that promote collaboration and faster outcomes. We will also examine transformative ways to align operations and development teams around a unified service catalog, as well as additional support practices transformations that unify the work of operations and development teams. Join us for a workshop that will help take your IT support and operations models to the next level.

Learn the ins and outs of setting up the Jira Service Management virtual agent in this 90-minute hands-on session. We’ll deep dive into how you can deflect repetitive requests with the virtual agent, and walk through step-by-step setup for common flows like automating software access and surfacing KB articles for repetitive questions. We'll also preview some of the other AI innovations coming soon to Jira Service Management. Come with no data science or AI knowledge, and leave as the go-to Atlassian Intelligence resource for your team. Please bring your own laptop!

Jira Service Management offers faster time to value and increases visibility across the service lifecycle. But once your teams are enabled on the platform, how do you measure your teams’ success and effectiveness in the value they deliver? In this roundtable, we’ll discuss measures of success and how Analytics can help tell your team’s success story.

In the digital age, end users expect a lot more from their IT services and support experiences. Recent and future generations of knowledge workers expect modern, consumer-friendly support channels and engagement. The last 20 years have seen a fundamental shift with IT moving from a focus on infrastructure management to product management, and now to user experience management. Whether the end user is seeking support through email, a web portal, or an internal chat tool, they will not suffer poor experience lightly, often choosing to reduce productivity or in the worst case choose to work elsewhere. In this roundtable, we’ll discuss the changing needs and expectations of end users and how Altassian’s solutions are designed for a modern support experience.

Pushing teams together under a single management structure won’t magically make your organization service-centric. Understanding the user journey as they interact with your service is a key part of having a service-centric approach.

In this roundtable, we’ll discuss common foundational topics enterprise organizations should consider when scaling. We’ll also touch on how to build an experience that coordinates the routing and resolution of all employee requests, regardless of where the work happens. You’ll walk away with a better understanding of how a unified help engine can analyze the request, work out users’ intent, and route it to the right team and the right tool to for resolution.

Organizations are always on the lookout for strategies to increase velocity on the delivery of their services (or applications). This often leads to exploring strategies around agility, digital transformation, and DevOps. These strategies are focused on improving the change process, but they’re often difficult to implement and can fail to deliver the expected value. In this roundtable, we’ll discuss the technology required to drive a successful change process, including ideas on how to integrate Jira with Jira Service Management for better team collaboration.