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October 3, 2023
9 min
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Highlights from the London Lunch & Learn Event with Atlassian and Appfire

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Have you heard the news? ServiceRocket’s latest Lunch & Learn event was a huge success! On Thursday, September 21, 2023, attendees gathered in London with expert speakers from ServiceRocket, Atlassian and Appfire to learn all about Jira Service Management (JSM) — from its game-changing asset management features to its streamlined automation workflows and cutting-edge apps.

Through roundtable discussions and presentations, our experts and industry leaders took attendees on a journey filled with insights on the trends and future of ITSM, the impact of AI and the power of automation. JSM and app demos created lively discussions about the ability of Atlassian ecosystem tools to create high-velocity ITSM teams. It was a can’t-miss event, but if you couldn’t make it in person, don’t worry, #WeGotYourBack.

 Here are just a few of the highlights from the Lunch & Learn event:

Meet the Speakers

Peter Marquez, Chief Customer Officer at ServiceRocket
David Marlow, EMEA Solutions Manager at Atlassian
Stephen Mann, Principal Analyst and Content Director at ITSM.Tools
Samantha Snazel, Senior Manager, Customer Solutions at ServiceRocket
Taiwo Akindele, Solution Architecture Sr. Consultant at ServiceRocket
Alessandro Cuccaro, Associate, Technical Consulting at ServiceRocket
Faith Nyamande, Product Marketing Manager at Appfire
Onder Ozcan, Senior Product Manager at Appfire

Opening Remarks

To kick things off, Peter welcomed attendees and discussed how ServiceRocket, Atlassian and Appfire create meaningful value for our customers and how we bring business value with a people-first approach. He also highlighted the importance of breaking down silos between businesses and our customers to create a “colleague” experience that creates better work.

The Future of JSM

Next, we heard from Atlassian’s David Marlow, who shared valuable information about JSM. David explained that 45,000 customers are currently taking advantage of JSM’s business value, which is growing quickly.

David also provided insights into the key benefits of Atlassian JSM, including:

  • Fast value delivery: JSM can be implemented quickly, giving companies results in less time.
  • Accelerated cross-team relationships: Critical work will flow more quickly between teams when using JSM together.
  • Empowered service teams: JSM can be configured for more than just IT teams; teams like legal, facilities, HR, marketing and more can use JSM for their own projects.

David then discussed the main tasks Atlassian performs for customers, including: 

  • Transforming ITSM
  • Modernizing IT Operations
  • Connecting Software Development Teams with JSM
  • Enhancing Customer Support and
  • Developing Enterprise Service Management

This led to a discussion on the importance of balancing autonomy and alignment and some of the challenges customers face in empowering their users to work the way they want to work. David explained that too much autonomy can lead to “craziness and sprawl” and that too much alignment can also have its challenges. Luckily, JSM focuses on both areas to alleviate pain points that arise as your product and business grow.

To cap things off, David showcased Atlassian customer use cases involving JSM. This led to a discussion on how AI services like ChatGPT help businesses evolve and change the way we use technology — a perfect lead-in for the next speaker.

AI and Automation Insights

Next, Stephen Mann from led a riveting discussion on the power of AI and automation for business advancement. He provided use-case examples of using Enterprise Service Management (ESM) with ITSM intelligent automation. Stephen then cited examples of intelligent automation ITSM/ESM use cases. These included:

  • Incident Management
  • Self-Service
  • Problem Management
  • Change enablement
  • Service configuration management
  • Knowledge management
  • Service Level Management
  • Analytics and
  • Continual improvement

Stephen further explained that of these use cases, incident management, self-service, and knowledge management tend to be the primary focus of most ITSM tools and that there is not enough focus on change enablement or problem management.

Stephen then discussed some insightful survey results illustrating how organizations implement automation, including usage across businesses and for IT teams. The results showed that organizations have already begun making the move towards AI, either using it as a part of the enterprise as a whole, just within the IT team or as future plans to implement intelligent automation.

This led into results from another survey, which asked organizations what the biggest blockers were to an organization's success. Chief among these concerns were:

  • Lack of expertise
  • Competing priorities
  • Legacy infrastructure
  • High costs and
  • Resistance to change

Of these concerns, Stephen identified resistance to change as an area that people are especially concerned about. He explained that he spoke about this blocker back in 2016: “We made so many mistakes with employee self-service that we are going to replicate with AI adoption. I know we’re in 2023 now, but I’m not confident that we have solved or resolved those issues.”

Stephen illustrated this point further, highlighting the importance of learning from the mistakes made by IT self-service initiatives. In doing so, Stephen cited a quote from one of his favorite movies, Field of Dreams, as a point of reference: “Build it, and they will come.” 

Stephen explained how this assumption is often made incorrectly, that we assume if we build new technology, that people will use it. However, the truth is not so simple. Companies are now learning that people may come, but they might not return again.

Lastly, Stephen reviewed key content trends from the past five years, highlighting how automation and AI are of growing interest to businesses and will likely continue to be moving forward. This led to a roundtable discussion with Stephen, David and Peter about JSM trends and issues and the power of AI and automation when paired with JSM. 

Roundtable Discussion

To open the discussion, David spoke about the surprising level of customer maturity within the space or lack thereof. He mentioned that we typically assume “everyone is doing everything” within JSM, but that is simply not the case. 

This then led to a discussion on change management and how teams can nurture the IT skills needed to implement a tool like JSM. David explained that there are often gaps between generations, citing examples where a younger age group might prefer a self-service approach, as opposed to an older age group preferring direct calls over the phone. 

David expanded on this point by suggesting that this will vary depending on the business but that users should not have to be super technical to implement JSM. Stephen echoed David’s point, stating that, as human beings, we have preferences, suggesting that implementation would largely depend on the comfort level of those involved. Peter expanded on this further, stating that the first thing you need to bring to this kind of work is a way of thinking in a structured fashion.

(left to right) Peter Marquez, Stephen Mann and David Marlow during the roundtable discussion at the London Lunch & Learn event. 

Building Success with ServiceRocket and Atlassian

Following the roundtable discussion, Samantha kicked off ServiceRocket’s portion of the event by taking attendees through a brief history of ServiceRocket and our partnership with Atlassian, which has been going strong for over 20 years. 

She detailed ServiceRocket’s expansion across the globe and how we’ve worked with Atlassian to solve important problems for customers everywhere by building apps, helping with migrations and providing key services to help businesses with their ITSM needs.

To learn more about the ServiceRocket story, visit the Under the Dome blog.

Key Features of JSM

Next, Taiwo and Alessandro took over to discuss why JSM matters by outlining key features, including:

  • Request Management: This covers all your internal or customer-facing helpdesk needs.
  • Incident Management: This facilitates collaboration between IT, Ops and Dev teams in your incident response, including integrations with incident management tools.
  • Problem Management: This goes beyond incident management to identify patterns between incidents and track problems, root cause analysis and potential workarounds.
  • Change Management: This allows you to create and track different types of change with risk management and relevant contextual information provided through out-of-the-box integrations.
  • Asset Management: This stores and manages assets within JSM.
  • Service Management: This is how you can manage your infrastructure, critical applications and service dependencies.
  • Knowledge Management: This is how JSM integrates with your helpdesk to facilitate self-service and improve ticket deflection.
Taiwo Akindele engages the audience at the London Lunch & Learn event.

Benefits of JSM

Next, they discussed the benefits of JSM, including how to unlock high-velocity teams by:

  • Delivering value faster without the cost and complexity of traditional ITSM solutions
  • Making work visible by providing an open, collaborative platform with rich, contextual information at your fingertips
  • Accelerating the flow of work between Dev and Ops teams by making collaboration easier to push changes through to production

Deep Dives into JSM Features

From there, Taiwo and Alessandro dove deeper into two of the key features mentioned above: Request Management and Asset Management.

Request Management

According to Taiwo, “Delivering support has radically changed.” To elaborate, he shared these poignant statistics on the current state of remote work:

They added that with Request Management for JSM, you can:

  • Exceed expectations with an intuitive service desk
  • Empower every team to streamline work
  • Share knowledge with an open workspace
  • Improve service through continuous learning and
  • Extend service management beyond just IT

Asset Management

When it comes to Asset Management as a JSM feature, a core talking point was highlighting the pain points it can solve, including:

  • Siloed data
  • Slow response time
  • Unexpected outages and
  • Increased costs

Taiwo also noted that with Asset Management, you can:

  • Seamlessly integrate with JSM
  • Scan your environment
  • Use asset query language (AQL) and
  • Automate your work

Automation and Apps

Next, speakers highlighted the benefits of using automation and apps for JSM. They discussed how many competitors in the ITSM space require you to have scripting knowledge but often lack the ability to customize features. 

On the other hand, with JSM, there is limited coding knowledge needed, and the unique drag-and-drop automation features allow you to better customize to your needs.


Finally, we heard from Faith Nyamande and Onder Ozcan at Appfire — a major Atlassian Marketplace partner and game-changing app development company — who highlighted some of their top apps, including:

  • Helpdesk+ and Integration+: An app that raises, approves and works on support issues within Slack and Microsoft Teams.
  • Jira Miscellaneous Workflow Extensions (JMWE): An app that automates repetitive tasks for each business operation.
  • Time to SLA: An app that leverages SLAs in Jira Software.
  • Canned Responses Pro: An app that reduces the time needed to write customer responses and ensures communication consistency.
  • Dashboard Hub: An app showing real-time metrics to help your team stay motivated and engaged. It also allows customers to easily see the progress and performance of issues raised in a customer portal.
  • Enhancer+: An app that creates additional custom fields that show enhanced metrics related to an issue, such as the number of times an issue has been reopened.
Faith and Onder presenting the exciting app line-up from Appfire.

That’s a Wrap!

With that, the London Lunch & Learn event came to a close. We are beyond thrilled with the support received during the event from attendees and look forward to hosting another event soon — we hope you’ll join us!

Wish you could have attended this event? We do, too! But don’t worry — more in-person events and experiences are coming soon! To stay updated on the latest news and announcements from ServiceRocket, follow us on LinkedIn, X (Twitter) or Facebook.

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