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Adoption blog
February 28, 2024
3 min
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Executive Series, February: Implementing and Scaling Service Management

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Great discussion, great presenters—the bacon and egg rolls were a hit—great event! 

We were thrilled to see so many smiling faces for our Executive Series kick off event, Transform your ways of working to achieve the outcomes you want.

The February 13th /14th events in Sydney and Melbourne attracted attendees from some of Australia’s top companies who were ready to meet, mingle and learn about using AI within Service Management. Rob Castaneda, CEO, ServiceRocket, was delighted to greet them. 

Rob and Rocketeers

As attendees enjoyed Vittoria coffee Rob told the story of ServiceRocket (“Toongabbie’s largest and most successful software company”) and another Aussie start up (Atlassian) whose rich partnership began 20+ years ago. 

Rob Castaneda 

Located just blocks from each other, the company’s founders shared a common vision: make useful technology that reduces complexity and stress. 

That quickly led to a string of notable firsts: ServiceRocket servicing Atlassian’s first customers, building its first training program as well as signing its partner agreement, among others. “Our businesses have always been deeply connected,” noted Rob. 

Next Mark Edwards, Principal, Partner Technical Architect ITSM APAC, Atlassian, presented An Atlassian approach to ESM; a roadmap for the future. He posed a timely question to the audience:

If you could wave a magic wand to reduce the burden on your team, whether it be IT, HR or…, what would you choose to do? 

Mark Edwards

That wish is answered with the recent launch of Atlassian Intelligence, which brings AI innovations to Jira Service Management.

Atlassian Intelligence unlocks answers via a virtual agent, delivering instant ‘always on’ support (now available in JSM). It also provides AI answers which draw on user knowledge in JSM or Confluence (currently in beta). 

By accelerating time-consuming tasks, the tool frees up time to focus on high value work; it also enables teams—particularly non-technical teams—to begin new service projects more quickly. 

Mark also explained how Atlassian’s recent acquisition of AirTrack fits into the Atlassian ecosystem (“It all starts and ends with ACCURATE DATA.”)

The next speaker, Danielle Owen Whitford, Founder and CEO, of Pioneera, raised the room’s energy with a group power pose; she then walked attendees through three steps that maximize tech adoption success.

Danielle rocks the room

Those steps:

  • Explain the why of technology and lead by example
  • Don’t be afraid to over-communicate!
  • Support your tech users 
  • Tech champions and ambassadors are key
  • Uncover team rituals that will benefit from tech
  • Meet users where they are

Check out the Pioneera blog with more information on Danielle’s presentation. 

Following Sydney, Rob and Danielle were joined in Melbourne by Aradhana Arora, Principal, Partner Solutions Strategist ITSM, APAC, Atlassian, who presented An Atlassian approach to ESM; a roadmap for the future.

From left: Rob, Danielle and Aradhana (Aussie Rocketeer spotted in the foreground)

Each event concluded with a longstanding ServiceRocket tradition of  stringed-instrument giveaways (most famously a brand-new Fender Stratocaster® at Atlassian Team) with a ukulele raffle in both venues as well as an Apple Airpods Pro giveaway.

An elated new ukulele owner in Melbourne

We’re excited to keep the momentum going. Sign up for our next event, Elevate your App development game: Building with Forge on March 14th at the Tech Central Scaleup Hub in Sydney. We look forward to seeing you there!

Whether you’re a seasoned coder or just an enthusiastic beginner, join this practical session to feel inspired and learn how to use Forge to build apps for Atlassian Jira and Jira Service Management. This will be a technical presentation with plenty of live coding and software concepts. All are welcome, but developers and professionals with some familiarity with JavaScript (or other C-like languages) will get the most from this talk. 

Start building with Forge, Atlassian’s Cloud App development platform on March 14th. Seats are limited. Sign up now

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