Martin Spears


Recent posts by Martin Spears

3 min read

How to Get Started with Better Confluence Templates | Praecipio Consulting

By Martin Spears on Aug 24, 2021 5:45:00 AM

Blogpost-DisplayImage-August copy_How to Build Better Templates

Atlassian's Confluence is a powerful collaborative tool for teams to track information and content that may not make sense on a Jira ticket. One of the most powerful pieces of functionality in Confluence is the ability to use templates. While there are many templates provided out of the box, you also have the ability to create your own templates either globally or at the space level. Today we'll focus on creating a space template, and show you a few tips to get you started.Let's walk through some basics so you can hit the ground running on a space template.

Creating a Space Template

Before we talk about best practices, here's a quick overview on creating a space template.

The required permissions for creating a space template are Space administrator or Confluence administrator

An easy way to get to your space templates is to select the plus sign on the left navigation while viewing the space where you'd like to create the template.

Blogpost-How_to_Get_Started_with_Better_Confluence_Templates_published

Then simply select "Add or customize templates for the selected space" and it will bring you to the space administration page to work on your template.Blogpost-How_to_Get_Started_with_Better_Confluence_Templates_placeholder

Getting Started

Confluence is a great collaborative tool for sharing information, and templates should be used to make sharing that information easier.  When creating your templates a good best practice is to start with the end in mind.  When a page is created from the template, the page should be easy to read and the most important information should stand out. 

Now that you've got a blank template in front of you, think about how you want it to be used:

  • What is most important about this page?  
  • What info do we need to share/display?  
  • Who is the intended audience?  
  • Where would you expect to find the info you are looking for?

Once you've considered the above, we recommend starting with the layout. The template can be very easily organized using the page layout to space out information differently. Creating sections in the layout to divide up the information can be helpful when starting. You might end up combining some of the sections in the future, but this will give you some buckets to start sorting information into. On a similar note, we also have the Panel macro at our disposal. The panel macro provides a visible container for the information, and allows you to use color coded boxes and icons to call out specific information on the page.

Blogpost-How_to_Get_Started_with_Better_Confluence_Templates_page_titleOnce you've sorted the information into sections, you can start guiding the user on how to fill out the template. We like to do this by using placeholder text. Placeholder text is only visible while editing the page created from the template, and can be used to provide tips to users (how to insert a macro, for example), or act as more detailed guidance on the purpose of the page.

Placeholder text can be added by selecting the sign in the template editor, and selecting Placeholder text. Once inserted, it will appear as grey text, as we see on the right side of the page. 

Blogpost-How_to_Get_Started_with_Better_Confluence_Templates_space_adminBelow you can see what that same page looks like when published - the placeholder text doesn't appear at all. 

Blogpost-DisplayImage-August copy_How_to_Get_Started_with_Better_Confluence_Templates

Now what do I do?

The hardest part is over - you don't have a blank page anymore! Now you can explore things like macros, tables and labels to spice up the template even more. If your team is working with Jira data, don't forget you can use a Jira Issues macro to display it in Confluence. If you need to think bigger, check out our blog Five Ways to Make a Collaborative Team Space in Confluence.

And if you still have any questions on anything Confluence or Jira, or want to find out how to make your company the best version of itself, contact us, and one of our experts will get in touch!

Topics: jira blog best-practices confluence tips integration templates
2 min read

5 Stages of ITIL and the Atlassian Suite 

By Martin Spears on Jan 7, 2020 12:30:00 PM

What is ITIL? The Five Stages of ITIL

As a process consultant for a Platinum Atlassian Solution Partner, my responsibilities include helping our customers set up their ITSM solutions and providing guidance in-line with best practices and industry standards. The ITIL framework has been accepted as a collection of best practices for ITSM and the ITIL processes are designed in a Plan-Do-Check-Act cycle with the end goal being continual improvement. The Five Stages of ITIL are as follows:

Stage 1: Service Strategy - Understanding customer needs and determining which services and capabilities will provide the most value

Stage 2: Service Design - Designing new services or changes and improvements to existing services 

Stage 3: Service Transition - Coordinated effort to build and deploy services

Stage 4: Service Operation - Fulfilling requests, fixing problems and performing maintenance tasks

Stage 5: Continual Service Improvement - Capturing lessons from successes and failures and incorporating those learnings in the process

Getting Started with ITIL and the Atlassian Suite 

Based on the Five Stages of ITIL, I'll walk through how the Atlassian suite of products can help you and your company continuously improve your ITSM offerings.

Stage 1: Service Strategy - Confluence and Jira 

In the strategy phase, you are gathering market research and determining customer needs. Confluence is a great place to document these ideas and requirements. When integrated with Jira, you will be able to create a Jira issue for each requirement from the Confluence page.

Stage 2: Service Design - Confluence

In the service design phase, you are determining the services and service levels based on the decisions made in the strategy phase. You will want to document these design decisions in Confluence. Confluence also has built in diagram capabilities for modeling processes.

Stage 3: Service Transition - Jira and Jira Service Management

In the service transition phase, you will use Jira to track the work on the requirements while you build the services in Jira Service Management. Jira Service Management will allow you to create different services, workflows, permissions, SLAs and automations. You can also customize the portal and what the customers see.

Stage 4: Service Operation - Jira Service Management and Confluence

In the service operation phase, you will use Jira Service Management queues to manage requests and you can communicate with customers through the Jira Service Management tickets. Confluence will be used to document fixes and how-to articles. Customers will also have access to Confluence's Knowledge Base – as a way to identify or resolve in a self-service manner.

Stage 5: Continual Service Improvement - Jira Service Management and Confluence

In the continual service improvement phase, you will use Jira Service Management's satisfaction surveys and documented lessons learned in Confluence to help determine how to improve services. 

After all of this - Rinse and repeat.

Building an ITSM Solution

By utilizing the Atlassian tools, you have many of the recommended capabilities to create a great ITSM solution that is continuously improving. If you don't have the time, resources, or experience to do this yourself – Praecipio Consulting offers an ITSM QuickStart that can set you up with many of these recommended practices (in a fraction of the time it would normally take to design and develop your own ITSM solution). To learn more about the ITSM QuickStart or other services please visit our ITSM consulting offering.

Topics: atlassian blog devops itil itsm jira-service-desk frameworks

Praecipio Consulting is an Atlassian Platinum Partner

This means that we have the most experience working with Atlassian tools and have insight into new products, features, and beta testing. Through our profound knowledge of Atlassian environments and their intricacies, we can guide your organization as you navigate these important changes.

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