Delivery overview: Platform configuration (Jira Administrator)
Now it’s time to set up the platform and implement the ITSM solution. We recommend configuring the following to get a better experience when setting up a new ITSM solution:
Configure Jira Service Management
It is essential to properly set up Jira Service Management (JSM) by configuring the service desk, queues, and SLAs. This setup includes creating custom fields and workflows to fit your organization's specific needs. Proper permissions and access controls should also be established to ensure that only authorized users have access to sensitive information.
Pro tip: As a Jira Administrator, setting up an initial platform with one Service Project that you can configure according to your use cases is good practice.
Keep it simple at the first iteration. Set up the platform with one portal and one Service Project and continue your implementation according to your use cases in your following iterations.
Activities:
- Set up Atlassian Access if identity and access management (IAM) features are required.
- Configure product access with Active Directory groups and make sure to include groups for your use cases such as approvers.
Configure Confluence
Confluence is a collaboration and knowledge management tool that helps teams collaborate and share knowledge more effectively. Confluence allows teams to create, organize, and share information in a centralized and easily accessible location.
Confluence should be integrated with JSM to provide a centralized knowledge base for your team. This includes setting up the appropriate spaces, permissions, and integrations with tools like Jira Software.
Activities:
- Set up the site structure: Create a site structure that reflects your team’s needs and how you plan to use Confluence.
- set up spaces
- set up pages
- use templates that make it easy for teams to collaborate and find information
- Configure user permissions: Define user roles and permissions to ensure team members can access the right information and collaborate effectively.
- Customize Confluence settings: Customize Confluence’s appearance and settings to match your team’s branding and preferences.
- configure the homepage
- configure navigation and language settings
- Configure integration with other tools: Integrate Confluence with other tools that your team uses, such as:
- JSM
- Trello
- Slack
- other
- Configure add-ons and macros: Add additional functionality to Confluence by installing add-ons and macros such as:
- drawing tools
- project management
- other tools that are important to your team
- Configure search functionality: Set up Confluence’s search functionality to make it easy for team members to find the information they need quickly.
- configure search filters
- highlight search results
- set up search macros
Configure Jira Software
Jira Software (JSW) should also be configured to work with JSM and Confluence, including integrating with other development tools such as Bamboo and Bitbucket. Additionally, it is vital to establish a clear workflow and issue management process, as well as proper permissions and access controls for development teams.
Activities:
- Integrate Jira Software with JSM and Confluence
- Establish a clear workflow and issue management process
- Set proper permissions and access controls for development teams
- Integrate with other development tools such as Git and Bitbucket to streamline the development process
Automation
Pro tip: Automation and pre-built templates are key factors that speed up the delivery process, reducing the time and resources needed to implement the solution.
Identifying automation possibilities and creating templates can serve as a starting point for future projects.
Customize the tools
Customize the tools to fit your organization's needs and ensure they align with the project's goals.
Test and evaluate
Test and evaluate your service desk implementation to ensure it meets your requirements, goals, and objectives.
Delivery overview: Planning
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