Stakeholder skills and capabilities
Here is a list of stakeholders that commonly take part in this type of implementation. We also recommend that the people taking on these roles should have the right skills and experience as follows. Ensure you choose the roles and responsibilities that best fit your implementation. One person can take on several roles if applicable.
Depending on the size and maturity of the organization, the titles and responsibilities may vary.
Customer side
Executive sponsors | Executive sponsors are high-level executives who provide strategic direction and oversight for the project. They should have excellent communication and leadership skills and the ability to champion the project within the organization. |
Project sponsor | The project sponsor is typically a high-level executive or senior leader who champions the project and provides strategic guidance and resources to the project team. They should have excellent communication skills, the ability to manage and motivate stakeholders, and experience in managing complex projects. |
Project manager | The project manager is responsible for ensuring that the project is completed on time, within budget, and to the satisfaction of stakeholders. They should have excellent organizational and planning skills, the ability to manage resources and schedules, and experience in managing projects of similar size and scope. |
Practice leads | Practice leads are responsible for managing the delivery of specific aspects of the project, such as process design or solution architecture. They should have excellent technical and analytical skills, experience in their area of expertise, and the ability to lead and manage teams. |
Business analysts | Business analysts are responsible for analyzing business requirements and translating them into technical requirements for the project team. They should have excellent analytical and problem-solving skills, experience in requirements gathering, and the ability to communicate effectively with stakeholders and the project team. |
End-users | End-users are the individuals who will be using the JSM system on a daily basis. They should have a good understanding of the business processes that the system will support, as well as the ability to provide feedback on system functionality and usability. |
Subject matter experts (SMEs) | SMEs are individuals with deep knowledge of a specific business process or area of expertise. They should have excellent technical and analytical skills, experience in their area of expertise, and the ability to provide guidance and support to the project team. |
Change management team | The change management team is responsible for managing the people side of the project, including communication, training, and stakeholder engagement. They should have excellent communication and interpersonal skills, experience in change management, and the ability to manage resistance to change. This team comes specifically into play when there is a more complex and larger ITSM implementation. |
IT support team | The IT support team is responsible for providing technical support for the JSM system, including troubleshooting and issue resolution. They should have excellent technical skills, experience in IT support, and the ability to work effectively with the project team and end-users. This is the team that generally gets handed over the implementation project once completed and therefore takes the core administrator responsibility for JSM. |
Product owners | Product owners are responsible for defining and prioritizing the features and functionalities of JSM. They should have excellent communication and analytical skills, experience in product management, and the ability to work effectively with the project team and stakeholders. |
Testing team | The testing team is responsible for ensuring that the JSM implementation is tested thoroughly and meets the requirements of stakeholders. They should have excellent attention to detail, experience in testing software systems, and the ability to work effectively with the project team and end-users. It is recommended that this team signs off the deliverables from the project along with the sponsor, project requestor, project owner, or equivalent. |
Consulting firm/Atlassian partner
Project manager | The project manager is responsible for planning, executing, and closing projects, including the implementation phase. They should have excellent organizational and planning skills, the ability to manage budgets and resources, and experience in managing projects of similar size and scope. |
Solution architect | The solution architect is responsible for designing the technical architecture and solution for implementation. They should have excellent technical skills, experience in system design, and the ability to work effectively with the project team and stakeholders. |
Business consultant | The business consultant is responsible for guiding and advising stakeholders on how the JSM can support their business processes. They should have excellent communication and analytical skills, experience in business process design, and the ability to work effectively with stakeholders and the project team. |
Implementation consultants | The implementation consultants are responsible for configuring and customizing JSM to meet the needs of stakeholders. They should have excellent technical skills, experience in software implementation, and the ability to work effectively with stakeholders and the project team. |
Developers and system integrators | Developers are responsible for developing customizations and integrations for the Jira Service Management system. They should have excellent technical skills, experience in software development and software integrations, and the ability to work effectively with the project team and stakeholders. |
Quality assurance (QA) team | The QA team is responsible for testing the JSM implementation to ensure that it meets the requirements of stakeholders. They should have excellent attention to detail, experience in testing software systems, and the ability to work effectively with the project team and stakeholders. |
Training and documentation team | The training and documentation team is responsible for creating user guides, training materials, and other documentation to support the use of JSM. They should have excellent communication and writing skills, experience in training and documentation, and the ability to work effectively with the project team and stakeholders. |
Customer success managers | Customer success managers are responsible for ensuring that JSM meets the needs of stakeholders and delivers business value. They should have excellent communication and interpersonal skills, experience in customer success, and the ability to work effectively with stakeholders and the project team. |
Account managers | Account managers are responsible for managing relationships with stakeholders and ensuring that the JSM implementation meets their needs. They should have excellent communication and interpersonal skills, experience in account management, and the ability to work effectively with stakeholders and the project team. |
Note: Not all the stakeholders have to participate in the implementation. You can decide who would be best for your implementation project.
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