JKM Tech Notes

Once Atlassian account is set up, it provides several templates you can start from.

They’re a quick way to jump‑start different workflows without building everything from scratch. 🚀

Here’s a quick overview of the main options:

1. Kanban (Inside JSM + Jira)

• A continuous flow board: “To Do → In Progress → Done.”
• Great for:
  • Ongoing support tickets
  • Small change requests
  • Work that flows without strict sprints

2. Product Roadmap

• Focused on long‑term planning instead of day‑to‑day support.
• Helps:
  • Map out features and priorities
  • Group tickets into epics and themes
  • Show “what’s coming next” to stakeholders

3. Scrum

• A classic sprint‑based template:
  • Backlog → Sprints → Retrospectives
• More useful for:
  • Dev‑style projects
  • Internal sprints or tooling upgrades

4. Basic IT Service Management

• A lightweight JSM starter for small teams or simple setups.
• Includes:
  • A basic request portal
  • Simple request types (hardware, access, general help)
  • Minimal workflows and SLAs

5. IT Service Management (Full)

• This is the template chosen when the main goal is a real Service Desk ticketing system and a Knowledge Base 📚
• It offers:
  • Full SLAs, escalation rules, and approvals
  • Deeper workflows for tickets
  • Tight integration with Confluence for help articles and KB content

🧠 Why Focus on IT Service Management + Confluence?

Because my main focus for now is Service Desk ticketing + a central Knowledge Base, the full IT Service Management template fits best.

• It’s built for real‑world IT support, not just random projects.
• It connects tickets to Confluence articles, so users can find answers and link to documentation.
• It’s scalable — you can start small and add automation, SLAs, and reporting later.