ITSM and JSM workshop
Frame your services before configuring Jira Service Management
A portal or workflow cannot fix an undefined service. Ovyka’s workshop helps IT, support and business teams align services, requests, ownership, commitments and data before industrializing the JSM configuration.
- Services and journeys clarified
- Ownership and commitments aligned
- Backlog ready for decisions
When to use it
Avoid reproducing existing silos in the new tool
- Portals and request types no longer match user expectations.
- SLAs are numerous but do not help manage actual commitments.
- Assets or a CMDB are planned without a clear data model, owners or use cases.
- Several support teams need to share JSM without losing ownership or visibility.
Workshop areas
Start with services and decisions, then translate them into configuration
The workshop is built around the teams involved and the decisions required. It can cover the following dimensions.
Catalogue and journeys
Services, audiences, portals, request types, forms, channels and experience expectations.
Processes and ownership
Triage, assignment, escalation, approval, communication, resolution and operational roles.
Commitments and control
SLAs, OLAs, calendars, priorities, indicators, queues and review practices.
Knowledge and self-service
Knowledge base, contribution, validation, search, deflection and Confluence integration.
Assets and service data
Objects, relationships, ownership, quality, incident/change uses and maintenance rules.
JSM governance
Project models, permissions, administration, standards, exceptions and improvement backlog.
Expected outcome
A frame that business, support and administrators can use
- Target view of priority services, audiences and journeys.
- Process principles, ownership and service commitments.
- Initial structure for catalogue, portal, forms and required data.
- Prioritized backlog separating MVP, improvements and dependencies.
- Governance principles and decisions to maintain after implementation.
Approach
Bring together decision-makers and the teams operating the service
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Prepare
Collect current pain points, journeys, documents and indicators.
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Align
Make services, ownership, commitments and exceptions explicit.
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Model
Translate decisions into portal, process, data and governance principles.
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Prioritize
Build the backlog and clarify dependencies before configuration.
Controlled scope
A workshop is not a live configuration session
The goal is to produce sound decisions and a usable frame. JSM, Assets, Confluence, automation and integration work is estimated separately from the approved backlog.
Talk to an expert
Is your JSM project starting with the right services?
Share the teams involved, main pain points and current maturity. We will propose the appropriate workshop format.