Enterprise Service Management (ESM) demonstrates how broadly applicable the processes and frameworks behind service management are. Although the principles were initially developed for IT, the scope of service management has widened considerably. 

The right ESM implementation should further business goals, enhance customer experience, and even improve employee satisfaction. A survey of 500 C-Suite professionals found that 72 percent of business leaders felt that cross-department collaboration benefits employee engagement and experience. With ESM tools reducing silos within organizations and creating a collaborative ecosystem of tools and workflows, organizations have a unique opportunity to improve their operations holistically. 

What a Successful ESM Implementation Looks Like

To create an effective ESM strategy, you first need to look at your existing processes to determine what should be refined. Tools from the Atlassian platform can help you achieve your goals of implementing ESM best practices, whether you’re trying to improve the efficiency of a single department by providing a modern service desk or improve the collaborative capacity of the entire enterprise through communication and project management tools. The combination of ESM principles and Atlassian tools can help you achieve your business goals.

Moving Into the Future 

For example, when one of the world’s largest legal and business news providers turned to Praecipio Consulting to help them remove silos in their organization and transition from outdated tools and antiquated workflows. By implementing the full Atlassian platform, this organization standardized tools and practices across teams and projects, gained better performance insights, and provided developers with integration to code repositories. 

With the help of a Jira and Confluence, this organization defined standardized processes that also accounted for the unique workflow needs of different teams. Praecipio Consulting leveraged Jira’s custom fields to meet the needs of individual workflows while also providing a standard for cross-project collaboration that keeps everyone on the same page.

From Ideation to Execution with ESM 

When world-famous shoemaker Crocs sought to improve its innovation workflows, they turned to Jira Service Management. Praecipio Consulting helped Crocs replace their outdated method of creating tickets via Google Forms by implementing  Jira Service Management (JSM), which automatically routed incoming innovation ideas and bug reports to the appropriate channels based on the request type. 

Making the change to Jira Service Management enabled teams responsible for evaluating suggestions and implementing changes to quickly take a holistic view of new ideas via a simplified Jira interface. It removed the need to manually assign tickets and enabled employees to focus on more high-priority activities. Simultaneously, project managers were able to track tickets and gain valuable insights into workflows quickly.

Unique Challenges Demand Unique Solutions

When a major enterprise in the digital payments space decided to make the switch from their legacy Customer Relationship Management (CRM) platform to a modern ITSM solution, some major challenges involving their operations were brought to light. With over 4,000 employees working in  34 countries and handling $14 trillion in transactions per day, this organization required a robust tool capable of operating on a massive scale and across diverse business teams — all while still being able to support the unique nuances of individual workflows.

They decided to partner with Praecipio Consulting to guide them through the process of implementing ESM strategies. Our team quickly identified that the organization lacked consistency across different teams since each of them had a unique way of working. To address this challenge, we implemented ESM best practices in combination with dynamic Atlassian like Jira, Confluence, and Jira Service Management. This enabled all departments standardize workflows, templates, data reporting, and processes, which improved service delivery across the enterprise.

We also worked closely with different teams to understand the unique needs of their workflows and created distinct custom fields and data reporting methodologies tailored to each department. Additionally, Praecipio Consulting assisted with establishing a universal language to improve interdepartmental collaboration and closely align teams with overall business goals.

After completing the ESM implementation, the worldwide leading enterprise experienced simplified workflows and operational efficiency across all departments, saving them $4 million in licensing fees year-over-year.

What Can ESM Do for Your Organization?

Curious about how your organization could benefit from an ESM implementation? Contact Praecipio Consulting today to learn more about how we could support your business with a custom ESM deployment. 

Jira and Confluence are just two pieces of the Atlassian suite and they're some of the most recognizable tools for IT and business teams across all industries. Because they are both so flexible, versatile, and user-friendly, the use cases that organizations could come up with are endless. When deciding which tool is right for your team, it depends on the need you are trying to meet.

How would you answer this question: It would be great if my team could _______.

Here are some answers we've heard from customers in the past and the solution we would suggest: 

What sort of team is a good fit for Jira?

Jira can be leveraged for just about any team that is managing work or projects.  Jira can be adapted to just about any business process in any industry.  There are several Jira products to choose from depending on the type of work you are managing.  At Praecipio Consulting we have used Jira to implement process solutions for clients across many functions, such as Marketing, Legal, HR, Software, IT, Accounting, and the list keeps going. 

The point is that if you are trying to keep track of work items, Jira can be the right tool for you.  Jira also integrates well with lots of other applications, enabling you to customize solutions based on what is best for helping your team get work done.  If interested in reading more about this, check out our case study, World's Largest Beverage and Brewing Company Migrates to Atlassian ITSM Platform.  

What sort of teams should use Confluence?

Confluence is a wiki-style knowledge-sharing tool.  Confluence can be used to create, store, and share documentation for your organization.  Any team that wants to benefit from easily sharing knowledge about tools and projects can benefit from using Confluence.  At Praecipio Consulting we use Confluence to create templates for standardized project documentation.  We use these templates to create process designs, diagrams, marketing content, etc.  We also share documentation around company benefits and how-to articles for many of the things we need to be able to do as employees. 

Confluence makes it easy to create, organize, and share information.  If interested in reading more about this, check out our case study, Intranet Overhaul for Design Software Company Results in Improved User Experience.

So which one is right for you?

You can choose either Jira or Confluence based on your team's needs, but you don't have to choose just one.  These are complementary products that are designed to be integrated with each other.  You can use Confluence to track new product requirements and when integrated with Jira, you can turn those requirements into user stories for your development team.  When working on an issue in Jira, you can easily reference and link to a how-to article in Confluence. 

The best thing to do is take advantage of how easy it is to sign up and try the applications.  Get one or both applications and test them out to see if they work for you.  Take a look at this case study about a client in the gaming industry: Gaming Company "Stays in the Game" by Improving Usage of Atlassian Products. 

Our team offers a variety of Product Services to ensure that your team can be using these tools as effectively as possible to meet your goals. 

If you aren't sure how you would answer the question above or your situation is a bit more complex: let's talk. Praecipio has years of experience creating solutions and building environments that help businesses optimize and plan for the future.

One of the most powerful integrations in the Atlassian ecosystem is the native link between Jira and Confluence. For users working with both tools, the transition can be seamless if you do it right, but clunky if you don't. 

Now, what if I told you there was just one Confluence macro you could start using today that will immediately make reporting in Confluence easier and help you (and your team) keep track of your work? 

The Jira Issues macro is the go-to when reporting in Confluence.

Here are some tips to get your team to leverage this outstanding integration.

Insert an issue count for a Jira filter

Let's start small. Insert a link to Jira with the number of issues returned from a Jira search, written in Jira Query Language (JQL) or calling an existing Jira filter.  A Jira filter is a saved search written in JQL.

This is useful to pull up basic metrics for a high-level overview. The macro becomes a link to the filter, so if you want to review the issues in-depth, you can quickly hop over to Jira's issue navigator by clicking the highlighted issue count. The table below is an example of how our marketing team tracks employee blog post submissions.

To insert an issue count:

1. Insert the Jira Macro
   1. Select the  in the top menu bar and select Jira Issue/Filter, OR
   2. Type { on your Confluence page, search and select Jira
2. Enter in your JQL query
   1. To input an existing filter, type "filter = "Filter name", OR
   2. Type in the JQL directly, we'll use "project = PCM"
   3. Be sure to click on the Magnifying glass to execute the query
3. Select 'Display Options' at the bottom of the dialog box to expand the options.
4. Select 'Total issue count'
5. Click Insert, and Voila!

Insert a single issue into Confluence

The macro can also link a single Jira issue to a Confluence page. That means not only can you see what issues are important (and what status they're in) in your documentation, but you can also see who's talking about the issue when you're in Jira.

Take, for example, this blog post. My progress is tracked on a Jira issue, linked to this very page in Confluence. Below you can see how it looks on the Confluence page I'm writing in. 

If I click on that link, I'll navigate to Jira where I can see under Issue Links, all of pages in which the issue has been mentioned. I can quickly see that this issue has been mentioned on the original page as well as another tracking Blog Content. 

To insert one issue:

1. Insert the Jira Macro and enter in your query (steps 1 and 2 above)
2. Select one issue from the list
   1. If you know exactly which issue, you can simply type the Issue Key into the search bar and hit enter. 
3. Expand the Display Options and select 'Single Issue'
4. Select 'Insert'

Use the Jira macro to insert a list of issues in a page in Confluence

Remember that filter you entered in above? You can insert that filter into your page, too. Filters inserted with this macro are dynamic - that is, as the issues are updated in Jira, the Confluence page will reflect the most up-to-date information. You can customize which columns appear in the macro just like you can in Jira. To head into Jira, you can select the individual issues, or click on the total number at the bottom ('2 issues') to pull up the query in Jira.

 To insert a filter:

1. Insert the Jira Macro and enter in your query (steps 1 and 2 above)
2. Expand the Display options and select 'Table' 
3. Edit the maximum issues and columns to display.
4. Select 'Insert' to add to the page!

Create a Jira Issue from a Confluence page

If your issues don't exist in Jira yet, don't worry. This macro can create new issues in Jira if inspiration hits while you are editing a Confluence page. The issue will be created and you won't even have to leave the page!

To create a new issue:

1. Insert the Jira Issue Macro
2. Select 'Create New Issue' on the left panel
3. Complete the form
4. Select 'Insert'

No edit permission, no worries - you can also create issues from Confluence while viewing a page - simply highlight some text and then click on the Jira icon that appears. 

This one macro can solve many of your reporting needs in Confluence. What's more, you can provide context around the data instead of just displaying straight data. The Jira Macro is a great way to keep team members informed without navigating from Confluence to Jira and back again. 

If you have any questions on how Jira and Confluence work together, or any other questions on the Atlassian tech stack, contact us, and one of our experts will get in touch with you.

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.

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.

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.

Once 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. 

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

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!

One of the coolest parts of working with the Atlassian suite is the ability to see the wide variety of industries that use the tools in different ways. In my role working with clients I have seen how every company has adapted the tools slightly differently to make them work best for their processes, and help them make that process even smoother.

 While doing so I get to see firsthand how they communicate internally and externally. 

It becomes clear that while many of the tools that we use in our day-to-day jobs are great at facilitating communication, it can be hard to figure out exactly which tool we should be using for what. Here at Praecipio Consulting, I could reach out to my colleagues or clients lots of different ways – a Slack message, a comment on a Jira issue, a comment on a Confluence page, an email, or I could skip all of that and just call them directly. Sometimes, I'll see a combination – a Slack message to verify if a call is okay, or an email that follows a comment on a Jira issue to make sure that I've seen it. 

While Jira and Confluence is often the most direct way, many organizations run into the issue of mismanaged notifications that means people filter out all of their notifications (for detailed guides on how to fix that in either tool see How to Solve: "Too Many Jira Email Notifications" or How to Solve: "Too Many Confluence Email Notifications"). Ultimately, what's most important is that the team is consistent enough in their usage that you know where to find the information you need. 

Given that, here are my recommendations:

Jira

Use Jira comments for all communications specific to the issue at hand. This keeps the information tied to the subject, easy to find in the future, and permanent. You won't have to worry about having deleted an email if you've got all of the comments on the issue themselves. 

Confluence

Follow the same guide as above – if you've got a Confluence page about a subject, keep the collaboration in one place! You can use either inline comments or page comments to track the communication. Even resolved inline comments stick around, so if you need to reference this in the future, no problem. 

Chat (Slack, Teams, etc.)

Great for informal chats, quick clarifications, and funny gifs – but I try to keep any official decisions either out of the chat, or copied to the issue/page that holds the content on the subject we're discussing. If you're using a tool like Workato to integrate your Jira and Slack instances, you can even have your Slack messages added to the issue directly. 

Email

If you're going to be emailing about a ticket, just include the issue key in the Subject and CC your Jira email address, and the email will be added to the comments of the issue. This way, for folks who prefer working in email, the communications aren't lost. Otherwise, I try to send as few emails as possible.

Call (Phone, Slack, Zoom, etc.)

I'm a millennial, so let's just say this is rarely my first choice. Most of the time, for quick conversations I prefer chat, but, especially as more workers are moving remote, this can replace the quick stop by your desk that you may be used to. 

Ultimately, the above is how I manage communications internally and with clients, but which tool you use for which purpose is far less important than that you're consistent. The less time you have to spend hunting down information the better, so agree as a team how you'll communicate and stick to it!

If you are having trouble managing your teams' communications, contact us and one of our experts will be glad to help.

Are you considering using the Atlassian toolset, but aren't sure which applications are best for your team or organization? Well I'm here to highlight some of the great applications that Atlassian provides so you can make the right choice for your business. Atlassian's product suite is made up of applications that can unlock your entire organization's potential, from Software Development teams, IT Operations teams and Project Management teams to HR, Legal and Product Owners. You can even use the tools for everyday life! We at Praecipio Consulting love these tools so much that we use them in our day-to-day work.

I will be focusing on a subset of applications that can be used as a starting point for your organization. The applications are great foundational building blocks to start with when using Atlassian for managing work, providing service experiences, or housing documentation. These applications can be used on their own, or they can be used together to maximize team collaboration and efficiency, depending on what suits your team or organization best. 

Jira Software

Teams and organizations can use Jira Software as a tool for managing and tracking work in software development projects. This tool is extremely flexible and can be used by teams that leverage both Agile and Waterfall methodologies. It is highly customizable and can track all sorts of work in the software development lifecycle, including initiatives, epics, stories, and tasks, as well as other items specific to the team. Teams can create customized workflows to track statuses for work items to ensure work is being completed properly and the right individuals are involved to support the work. 

Groups that leverage both Scrum and Kanban can equally benefit from Jira Software. Scrum teams can set work for sprints and track the sprint progress directly in Jira. Visual tools such as boards, dashboards, reports and plans can be used to monitor and execute work. For Kanban teams, Jira's board visual is great for seeing the tasks the team is working on and can help determine where the team needs to focus. WIP (work-in-progress) limits can be set depending on what the team can achieve. 

Software, Gaming, Finance, and so many other types of companies find this tool useful to develop new technology. For example, the development of an App across multiple platforms is an excellent case for leveraging Jira Software. Product Owners can help drive improvements of their Apps with enhanced transparency, reporting, and collaboration through Jira Software. 

Jira Service Management

Teams that provide any level of customer service such as enhancement requests, PTO submissions, or change management often look to Jira Service Management as their main tool. Service desks are useful for taking on requests from both internal and external customers. Requests can be assigned and tracked in the application to ensure customers are getting all the help they need. Companies will also use this application to track changes through the business, such as bug fixes or upgrades. As with Jira Software, Jira Service Management can be customized to fit what the organization needs to ensure great service is being provided.

Organizations use this tool for IT Help Desks. If an employee needs a new laptop or to have a password changed, a request can be submitted through a customized service desk. The requests are sent to teams designated by the organization and can be resolved by those teams. Jira Service Management can be used by other groups within the organization as well, such as Human Resources. As described in one of our previous blogs, HR Teams can leverage service desks to onboard new employees. 

Jira Service Management is used for many different types of requests here at Praecipio Consulting as well. For example, our Marketing Team manages a service desk for Webinars. If someone has a topic to present, the service desk can be used to submit the idea. Once the idea is received, our Marketing team will work with the individual to plan and schedule the Webinar. 

Jira Work Management

Jira Work Management functions similarly to Jira Software, but is geared towards teams that are managing non-software development projects. Project Managers across multiple industries can use this tool to assign and track project work. Similarly to Jira Software, Work Management is customizable and provides great visualizations to monitor work and ensure projects are being completed on time. 

This tool doesn't just have to be used for company-related work: it can be used outside of work as well. For example, searching for a new house! The house buying process is extensive, and Jira Work Management can help outline tasks, assign work, and set dates and dependencies so you can purchase your next home in an organized manner.

Confluence

Confluence is a robust content management tool that teams can use to house important project materials, knowledge resources, and document templates. Within Confluence, spaces can be created for organizations and teams to organize documentation. Then pages can be created within the space where teams collaborate and share notes and documents on work being completed. This application can work for any sort of organization in any field, not just for technology groups. 

This application can be used to document daily meeting notes, standard best practices for an organization, and much more. Confluence can incorporate helpful macros to enhance the information being shared. For example, macros include drawing features for diagrams and templates for consistency across documentation. This application enables all of your teams and stakeholders to communicate effectively about projects.

How Can Applications Be Used Together?

I've discussed a small group of the tools that Atlassian offers. These applications can be used on their own, and you may feel the need to only use one. However, if multiple applications fit your needs, you can use them together to achieve operational excellence.  A common case is leveraging confluence and combining it with other Atlassian applications. Confluence, being a great documentation tool, combines extremely well with the applications discussed. Below you will see these combinations and effective use cases for each.

Confluence and Jira Software:  Confluence can be used to document daily notes for scrum meetings and create templates for how retrospective meetings should be organized. It can also be used to store any internal team notes on work being completed.

Confluence and Jira Service Management: Confluence can hold documentation on how to resolve a specific issue pertaining to the business.

Confluence and Jira Work Management: Confluence can be used to document discovery sessions about the project or even store your robust project plans. Drawings can be added to confluence as well for reference. 

The immense synergy between Confluence and all of these applications can help maximize the benefits of your Atlassian applications!  If you have questions about any Atlassian applications, please reach out to us, we would love to help! Best of luck in your Atlassian journey!

If you've ever asked the question, "What is Atlassian Confluence?" you might have received one or more of the following common answers:

• "It's a wiki."
• "It's a knowledge base."
• "It's an enterprise-friendly collaboration workspace."

And although these answers may be accurate, they aren't that illuminating if you're not already familiar with terms like "wiki" or "knowledge base." Confluence is meant to be used by everyone in your organization; every additional contributor increases the value of your instance. On your Confluence journey, it's important jargon doesn't intimidate users before they even get started! They are much more likely to jump in if you use simple, clear language and explanations.

As always, we're here to help! Let's look at each of these common methods of explaining Confluence and some alternate approaches.

What's a wiki?

Since most users are familiar with Wikipedia, Confluence champions may assume the first answer above ("it's a wiki") is a good way to employ the time-honored tactic of starting with something users already know. However, while most users have read a Wikipedia article, there is very little chance they've actually written or edited content on the site. This is where the analogy doesn't take us as far as needed for new Confluence users.

For most users, Wikipedia is just another read-only page on the web. Even if aware Wikipedia is user-editable, they almost certainly don't have the experience of easily creating and editing wiki pages and then having the content immediately available to other users. It's powerful, but hard to really "get it" if you haven't actually done it before.

This concept is critically important in understanding Confluence's value:

You can create and edit content that's immediately available to your team, or even our entire organization on Confluence. It's as easy as editing a document in a word processor but more powerful because you don't have to worry about how others will access the new content.

What's a knowledge base?

Next up in common ways to explain Confluence: the term "knowledge base."

This is even more unfamiliar to most users outside of IT. We may be able to better meet users where they are by using the phrase Frequently Asked Questions, aka the infamous "FAQ." Thanks to it's popularization as a go-to spot for answers on many websites, this might be a better entry point to explaining the value of Confluence as the central repository for an organization's knowledge.

We're all familiar with the struggle to find answers in our organizations. Our clients have tackled this challenge by centralizing their knowledge in Confluence. Users need to know:

Confluence is the single place where we store our FAQs. When you have a question, it should always be your first stop. Since you generate new organizational knowledge each day, help teammates (and yourself!) by storing answers, historical information, and future useful content in Confluence!

What's a workspace?

The problem with the term "workspace" is overuse. We hear it used to describe project management systems, collaborative editing in documents, physical locations (e.g. desks, lab tables, kitchens, classrooms), the main area of an application where content is manipulated, and even online portals. And that's just the beginning of things that get called "workspace."

We need something more precise when describing Confluence. Sometimes it's better to use an example to illustrate the value of Confluence instead of abstract jargon. Quickly explain how you or one of your teams have used Confluence. The more germane it is to users's daily responsibilities, the better. In other words, avoid using a software dev team's use case when talking to the accounting department. While Confluence can enable very complex use cases, stash those for advanced users. With new users, make it approachable and the value immediately obvious.

Drinking our own champagne

Recently at work I joined a three-person ad hoc team to reach out to attendees at Atlassian Community Events about career opportunities here at Praecipio Consulting. We started with a single Confluence page and simply attached one Keynote file as the starting point for our presentation. That's it. It took our team lead 15 seconds to create our team's "workspace."

During a subsequent remote meeting using collaborative editing we added sections to our page for talking points, an email template to event leaders, a table for tracking progress, and a Team Calendar to prevent schedule conflicts. All of us updated the document simultaneously. Additional meetings generated additional content sections, sub-pages (e.g. lessons learned), and more.

Because this was a one-time effort, a full project-management system or "plan to plan" would've taken longer than our actual project. But not having Confluence would've made it much harder to stay organized and make quick progress. Confluence is flexible and grew with us as our project evolved. Confluence also stores every edit as a previous version which can be referenced if the change information is ever useful (e.g. when did we reach out to a particular city last?). Since it was so successful, we'll likely repeat this effort in the future. Our work is stored in Confluence for when that day arrives. The wheel will not need to be reinvented, even though Confluence made that first round very efficient and effective.

That simple, thirty-second example of a one-page project "workspace" demonstrates several components that make Confluence so powerful:

• Quick ramp-up and flexible for any kind of work
• Evolves and grows with your team as needs change
• Real-time collaborative editing allows everyone to stay on the same page, even in remote meetings
• Add-ons and features, like Team Calendars, add deeper, dynamic functionality
• Confluence automatically versions edits, allowing us to go back in time if needed

The Journey to Confluence Success

Making Confluence approachable for new users is a critical first step in successful Confluence adoption, but it's not the only one. Here are some other resources to ensure your success.

Professional Services

Confluence is easy to get started with, as long as users aren't intimidated by jargon. It's also easy for it to grow out of control without some guardrails in place. To prevent your Confluence from becoming an overgrown forest - and to make it easy, especially for your newer users - a good design for space organization, permissions, add-ons, and more will save you lots of pain. Praecipio Consulting engagements range from accelerators to get up-and-running on common Confluence use cases to custom-designed engagements tailored to your organization's specific requirements. Let's discuss what would work best for your situation.

Training

Atlassian documentation is great but most users don't read it. We offer instructor-led training to make sure your users get the practical how-to knowledge they need to be effective with Confluence from day one. Contact us for more details.

Atlassian University

For learning the basics of Confluence, you can always direct users to Atlassian University which offers on-demand online courses.

Atlassian Community

Finally, Atlassian has a thriving user community which meets online and in-person every day. Check the forums to see if your questions have already been answered or, if not, post it.

Confluence can dramatically streamline knowledge and project management. It can become one of your users' favorite tools for getting work done. We're experts and ready to help. Please get in touch and let us know how we can help.

The change to remote work has forced Information Technology (IT) teams to quickly and efficiently serve their customers. Due to this, many people talk about using ITSM processes or ITIL strategies to help their teams. But what does this mean? Are they the same? Or completely different? What does an IT team implementing these practices look like? To understand this, we first have to understand ITSM and ITIL. 

What is ITSM?

Atlassian defines Information Technology Service Management (ITSM) as a way IT teams manage the end-to-end delivery of IT services to customers. This includes a defined set of processes to design, create, deliver, and support IT services. 

The core concept of ITSM is the belief that IT should be delivered as a service

I think of ITSM simply as a set of tools you can use to improve your IT team. Just like you would use a handsaw to cut a piece of wood or a screwdriver and a screw to connect two pieces of wood together, you have to think about what you would like to accomplish with your IT team and which tool would be best for the job. 

ITSM processes focus on your customer's needs and services rather than the IT systems behind the scenes. These processes, when implemented properly, can help cross-department collaboration, increase control and governance, deliver and maximize asset efficiency, provide better and quicker customer support, and reduce costs across the organization. What are some of these magical processes? Glad you asked! 

1. Service Request Management
   Any incoming inquires asking for access to applications, software licenses, password resets, or new hardware is classified as Service Requests. These requests are often recurring and can be made into simple, duplicable procedures. These repeatable procedures will help IT teams provide quick service for the recurring requests. Applying well-designed practices to your Jira Service Management application can streamline the process for an organizations' customer to create Service Requests and for internal IT teams to act on the Service Requests.  

2. Knowledge Management
   The process of making, sharing, utilizing, and managing data of an organization to attain its business objectives can all be a part of Knowledge Management. Creating a Knowledge Base (KB) for IT teams to create content is crucial for teams to learn from the past and maximize productivity. Having a collaborative workspace, such as Confluence, for all teams to work within can help create one source of truth of information. KB articles can also be shared with your customers through the Jira Service Management portal to help resolve common or simple Service Request without having to contact the IT Team. 

3. IT Asset Management (ITAM)
   IT Asset Management (also known as ITAM) can help ensure valuable company resources are accounted for, deployed, maintained, upgrades, or properly disposed of. Because assets have a relatively short life-cycle, it is important to make the best use of all assets. Integrating tools such as Insight with your Jira instance can help track all valuable assets throughout your organization conveniently within Jira issues in real-time. 

4. Incident Management
   Any process that is responding to an unplanned event or downtime will fall under the Incident Management bucket. The only goal of Incident Management is to make sure that problematic services are brought back to their original operational status in the shortest time possible. For any incident to be quickly resolved, the original reporter has to be able to quickly communicate with the proper IT team asking for help and the IT team must be able to easily communicate back with the reporter to gather any relevant information needed to solve the problem. Jira Service Management can help make this crucial communication effortless.

5. Problem Management
   Taking lessons learned from an incident and determining the root cause of the problem so that future incidents can be prevented or, at minimum, limiting downtime is the basis of Problem Management. Once a root cause analysis is performed on an incident and documented within your Confluence instance, the impact of future incidents can be reduced. 

6. Change Management
   Change Management can be used to control and understand the impact of changes being made to all IT Infrastructure. The Change Advisory Board (CAB), a group of individuals tasked with evaluating, scheduling, and validating a change, can be leveraged to better maintain and ensure the stability of your IT Infrastructure. By taking advantage of Jira, employees can easily suggest changes and the CAB will be able to review the proposed changes, approving and scheduling the change as they see fit. 

To see these processes in action, let's consider a tangible example that will help bring it all together:

"Austin Snow" is a new employee at your company. As part of the onboarding process, they will need a brand new laptop. As their manager, you submit a Service Request to your IT team through the Jira Service Management Help Center. An agent in your accounting department is then assigned to this task. Using information from a KB article that has been built out in a Confluence page, the agent can see that they are supposed to put in a purchase order for the new device. From the Confluence page, the agent also knows to add this new asset in Insight and assign ownership to Austin.

Once the laptop is delivered and Austin tries to access an application and finds that they get a 404 error message. Austin reaches out to the IT team through the Help Center to create an incident with them. The IT team then proceeds to investigate this issue. They can find the root cause of the problem and fix it. Using the lessons learned from this incident, the IT team performs a root cause analysis (RCA) for the problem. As a result of the RCA, it is found that a change to the organizations' infrastructure can help prevent this problem in the future. The IT proposed the change to the Change Advisor Board (CAB) who then investigates the impact of this change, weighs pros and cons and schedules an outage window to perform this change. 

As can be seen in this example, ITSM processes can help quickly fulfill requests, transfer knowledge, keep track of assets, respond to problems, identify the cause of a problem, and implement any changes needed to prevent problems in the future. 

What is ITIL?

Information Technology Infrastructure Library (ITIL) is a set of best practices designed to support a company's IT operations. ITIL was introduced in the late 20th century as a series of books by a government agency in Great Britain in an attempt to help the British Government provide a better quality of IT service at a lower cost. ITIL v2 condensed all of the content in the early 2000s into nine publications. These two older versions are seldom used, most organizations currently implement ITIL v3 or ITIL 4.

ITIL v3

In 2007, ITIL v3 introduced the service lifecycle, a set of five core publications, to help organizations focus on continual improvement. The ITIL Service Lifecycle consists of five stages; Service Strategy, Service Design, Service Transition, Service Operation, and Continuous Service Improvement.

Source: AXELOS, “ITIL Foundation: ITIL 3 Edition” (2007 - Updated 2011)

The Service Strategy stage helps level set the expectations of an organization so that a service provider can meet the organization's business outcomes. The Service Design stage helps the service provider gather all the requirements and create a plan to turn an idea into reality. The Service Transition stage is when the design from the previous stage is implemented and made ready to go live as smoothly as possible. The Service Operation stage focuses on making sure the services being provided are being fulfilled as agreed upon. Finally, the Continuous Service Improvement stage focuses on service provided staying agile and keeping up with the ever-changing needs of the organization. 

ITIL 4

Most recently, ITIL 4 took into consideration the latest trends in technologies and service management to help organizations as they undergo digital transformation. ITIL 4 consists of two main components; the four dimensions model and the service value system (SVS).

Source: AXELOS, “ITIL Foundation: ITIL 4 Edition” (2019)

The four dimensions model lays out four key areas to consider to ensure a holistic approach to service management. These four dimensions are Organizations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes. The four dimensions have to work together to help ensure that any Product or Service provided to the customer is able to provide value in an effective and efficient manner.

For example, in the above Austin Snow use case, the Organizations & People would be the HR Team performing the onboarding, the IT team helping deliver the laptop, the Support team handling the outage, and Austin Snow themself. The Information & Technology would be all the tools, Jira Service Management, Insight, etc. that were used to help Austin. The Partners & Suppliers would consist of the internal IT team in charge of the service request and incident management or any other external team that as leveraged to deliver the request or fix the incident. finally, the Value Streams & Processes would consist of any well-defined procedures that were used to help deliver the service to Austin.

Source: AXELOS, “ITIL Foundation: ITIL 4 Edition” (2019)

The service value system lays out how all the components of an organization have to work together to provide maximum value. To accomplish this, 5 main elements are used produce Value from an Opportunity or Demand; Guiding Principles, Governance, Service Value Chain, Practices, Continual Improvement. 

Guiding Principles help define how an organization will respond in all circumstances. These principles should be considered when making any decisions. Governance defines how an organization is directed and controlled and always stem from Guiding Principles. The Service Value Chain is a set of inter-united processes used to deliver a product or service to a customer. Practices are resources to help perform work. Continual Improvement is how the process can be improved to help provide the most amount of Value to an organization. When all of the elements of the SVS are implemented and used properly, an organization will be able to capitalize on every Opportunity. The four dimensions must be considered with all elements of the SVS to ensure a great quality of service is provided to your customers. 

ITIL v3 and ITIL 4 are essentially guiding the same fundamental ideas of service management. ITIL 4 takes a new approach to provide this guidance. It is important to consider the inner workings of your organization to understand a set of principles that will best mesh with your organization. 

How are they related?

Now that we have laid down a foundation for ITSM and ITIL concepts, let's explore the relationship between ITSM and ITIL.

Unlike the title of this blog may suggest, these two concepts are not opposing ideas. ITIL is a framework of ITSM, meaning ITIL takes the concepts and values of ITSM and lays out a set of defined best practices that organizations can easily apply to their business to help improve IT services. In other words, ITSM processes describe the "what" while ITIL best practices describe the "how". 

ITIL is not the only ITSM framework; frameworks or processes such as DevOps, Kaizen, Lean, and Six Sigma are also implemented by organizations. ITIL is the most popular ITSM framework to help improve IT service delivery.

In summary, ITSM is a defined set of processes to design, create, deliver, and support IT services. ITIL, a framework of ITSM best practices, can be used as a set of guidelines to quickly adopt ITSM principles into your organization. These guidelines can then be continuously improved to be a perfect fit for your unique IT team. 

As The Digital Transformation(ists), Praecipio Consulting can help you integrate digital technology into all areas of your business. For more information, please check out these case studies: FORTUNE 20 ELECTRONICS COMPANY OPTIMIZES JIRA AND CONFLUENCE FOR ITSM BEST PRACTICES and WORLD'S LARGEST BEVERAGE AND BREWING COMPANY MIGRATES TO ATLASSIAN ITSM PLATFORM.

If you have questions on ITSM or ITIL, and wonder if your organization can benefit from these powerful methodologies, contact us, and one of our experts will be glad to help.

Ah, a fresh, new month. For so long there was always at least one day where my email inbox was flooded with many, many calendar invites for recurring company-wide meetings, holidays, and deadlines. After carefully clicking “Accept” on each invite, I’d think, “there’s got to be a better way.”

Atlassian’s Team Calendars for Confluence offers a great solution, and it's included with Cloud Premium subscriptions! Let’s take a look.

Image source: Atlassian

What is Team Calendars for Confluence?

The plugin adds a Calendars tab to each space and you can create multiple calendars using built-in or custom event types. Each user also gains a “My Calendars” page which rolls up all Team Calendars they’ve watched. This is centralized, always up-to-date, and customizable calendar management.

Why use Team Calendars?

Clear the clutter. While Team Calendars helps avoid periodically flooding everyone’s inboxes with invites, it also prevents tasking someone to reissue invites to new team members who onboard mid-year. Even those of us who aren’t new can avoid getting peppered with calendar updates when inevitable changes occur.

Visualize. Team Calendars display events as a live calendar, which is a visual metaphor instantly grokked by most everyone. Select between week, month, list, or Gantt-like timeline views. Assign different colors and icons to event types to further visually distinguish your layout. We often see clients using Confluence tables to list out dates. Tables capture the event data but require unnecessary mental overhead to comprehend and can’t be combined with other calendars to spot opportunities and conflicts.

Crowd-source your calendars. Team Calendars allow any user to add and edit events, keeping calendars comprehensive and accurate. Most calendar systems don’t allow this or it’s too cumbersome. In Confluence, it can also be restricted when needed.

Let’s TAke Control of Calendars

At Praecipio Consulting, we’ve helped organizations use Team Calendars for an incredibly diverse set of use cases. Here’s how we suggest you get started. 

Corporate holidays and time off (vacation, medical leave, volunteer time off, etc.) are often some of the first calendars created since they have major impacts across the organization. Keeping these events in context with your day-to-day planning in Confluence increases their visibility and prevents conflicts.

Holidays and time-off are just the tip of the organization-wide event iceberg. Take a look at your work calendar and you’ll see lunch & learns, committee meetings, submission deadlines (expense reports, timesheets, benefits enrollment, etc.), social events, and more. Centralizing all of this in Confluence can result in a major productivity boost and a calmer work life.

Next, each team should consider the events unique to their work and create logical calendars to match. Marketing teams need to keep content creation, campaign schedules, and ad runs coordinated. Dev and product teams always need to have their release schedule handy. Client-facing teams may need to schedule around their clients’ external schedule of milestones, holiday, and deadlines. IT and service desks will need to keep support professionals informed of planned maintenance and outages. Each team will find they have many calendars and events to keep track of – and they’ll likely do a better job when using Team Calendars versus the invite model imposed by most calendar systems.

Using Your Calendars

Now that you’ve got calendars setup, you’ll always find them under the Calendars tab within your Confluence space. This tab rolls up all calendars in the space (including calendars linked from other spaces) so you can see holidays, time off, deadlines, and happy hours all in one place. 

But wait! There are additional convenient ways to access your calendars!

• Embed a calendar into a Confluence page with the Team Calendars macro
• Link to an existing calendar in another space so that it shows up in your space’s Calendars tab (example: most spaces will likely link to the official corporate holiday calendar)
• Each Confluence user will see all of the calendars they’ve watched in their My Calendars page
• Integrate Team Calendars into your personal calendar in Outlook, iPhone, etc. Share these instructions with your users!

Caution

Like all Atlassian tools, it’s easy and intuitive to get started with Team Calendars. Here are some more considerations to make it an even smoother journey.

Calendar Names. A Confluence space’s view permissions are used to determine calendar visibility by default. Team Calendars does not enforce unique calendar names. For admins and others who belong to many Confluence spaces, having 27 calendars all named “PTO” makes it hard to find the correct calendar. We recommend including the space name or key in each calendar name. For example, “PTO - IT Help Desk” and “PTO - Marketing.” 

Beware when deleting custom event types. Deleting a custom event deletes all events assigned that event type. Move events currently categorized under the event type to another event type before deleting.

Migration considerations. Atlassian does not officially support Team Calendars migration but you can export and import each calendar manually to move your calendars. Custom Event Types are great but if you’re migrating to a new environment, make sure you are using the latest version of Team Calendars in both environments, otherwise custom event types may be lost.

Help is here! There’s an entire section of documentation for Team Calendars. If you need Team Calendars licenses (or are looking to migrate to Cloud Premium, which includes Team Calendars), need to migrate your Confluence environment, or need assistance with any part of the Atlassian suite, get in touch with us!

DIY or DIE!

For those of you watching from home, I have been on a home improvement journey for quite some time. Applying an Agile mindset to home improvement (or really anything I do) is one of my passions. Even at my most recent Women in Agile meeting, we discussed applying Agile concepts to daily life and feeding these back into building a great resumé. One of the principles of the Agile Manifesto reads: At regular intervals, the team reflects on how to become more effective, then tunes and adjusts its behavior accordingly. We all know this applies to Agile development practices, but it also applies to IT Service Management. Specifically, Incident and Problem Management. For me, it applies to my recent home improvement adventure. 

Strong fences make great neighbors

My neighbor and I spent the better part of a Saturday fixing our mutual fence. You see, I have two dogs: Leonard and Howard.

Both are rescues. Leonard is eight and was "free to a good home" while Howard is four and was adopted from my county's animal shelter. Both dogs have been with us since their puppyhood and, as any dog owner will say, they are the BEST. DOGS. EVER. Except when they're not. This was not the first time my neighbor and I had to work on the fence. Observe one of the troublemakers in his natural habitat. 

This epic saga started in May of last year. I would diligently fix loose boards, prop items against the fence to "patch" holes, and monitor their outdoor activity while I was awake (awake being the key word here: 3am barking and fence-patching sessions are no fun). I supplied my neighbor with fence planks because, well, they're my dogs. We fixed the section above and let the others lapse until a series of shenanigans prompted my neighbor and I to spend our Saturday replacing three additional sections. My neighbor and I became united in making sure my two didn't escape. While my neighbor "doesn't care" that my dogs are in his yard, my (very good) boys take the opportunity to break out of his fence and wander the neighborhood. Howard usually comes back, but Leonard meanders through the streets, swims in pools or the lake, and generally causes mayhem until I can coax him in my car to come home. 

Not in my back yard...

Before this latest patch, I was determined to find the root cause. Previous to May of last year, this was not a problem. My puppers would frolic in the backyard and simply bark at other dogs in the neighborhood as they walked by. I made sure they were let out several times per day to make sure they were relieved in addition to daily walks. While I was traveling, they were also well-taken care of and monitored. What changed? 

Root cause analysis is, simply put, problem solving. While it is widely used in sciences and engineering, it is also a key element of IT Service Management Incident and Problem Management. When reacting to an incident, the team must restore functionality as quickly as possible. Upon resolution, root cause analysis helps us understand why. It then prompts us to ask, "Is there an action I can take to prevent this from happening again?" Incident Management leads to Problem management and through root cause analysis, we can move from a reactive organization to a proactive organization. 

Of the many techniques of root cause analysis, my favorite is the "Five Whys". It is the simplest technique: ask why until you've identified the root cause. Not like a petulant child, however. Asking the first why should be easy, then continuing to ask well-curated questions based on the previous answer helps you determine the root cause. I applied this to my situation: 

• Why do I have to replace parts of the fence? 
  Because the dogs are chewing through the fence.
• Why are the dogs chewing through the fence?
  Because they can access the backyard whenever they need.
• Why can the dogs access the backyard whenever they need?
  Because we installed a dog door.

HA! I found it. The root cause. And it didn't even take me all five whys. 

Any root cause analysis technique does not stand alone. There exists a plethora of other techniques. Pareto charts determine that 80 percent of your problems are derived from 20 percent of the causes. An Ishikawa (fishbone) diagram looks at measurement, materials, methods, machines, management, and mother nature. Scatter plots let us look at correlation and causation. Was the dog door the root cause? The existence of a dog door doesn't change the behavior of my boys. Having access to the backyard doesn't make them chew through the fence planks. Did we ask enough questions to actually identify the root cause? Did I also consider a Pareto analysis, an Ishikawa diagram, or a scatter graph to understand why I was constantly chasing my boys through the neighborhood? 

I stopped at three whys: "I have a dog door."

What happens if I keep asking why? 

• Why did we install a dog door? 
  Because Howard wasn't fully potty trained. 
• Why wasn't Howard fully potty trained? 
  Because I didn't take the necessary time to train him. 

AHA! My Ishikawa diagram identified "management" as the issue. My Pareto identified the 80 percent as my time to train my puppers. My scatter plot showed the amount of time spent correlated to the amount of dog-induced shenanigans. I would add these to the post, but won't because...reasons. More importantly, I simply kept asking, "Why?" until I identified the root cause. 

Actions speak louder than words

Now that I have a root cause, what is it that I can do to prevent this issue from recurring? When looking at Incident and Problem Management, Atlassian products such Opsgenie and Statuspage can ingest, aggregate, correlate, and trigger the creation of Jira Service Management issues. With Confluence, we can create specific root cause analysis templates to be shared with our customers and stakeholders. However, it's up to our techniques and processes to help us determine the actions we need to take going forward. 

For me and my puppers, it's simple. 

1. Take at least 30 minutes out of my day for dedicated doggie exercise
2. Reinforce good behavior while in the yard
3. Lock the dog door overnight (no more 3AM "let me sing you the song of my people" moments)
4. Finish replacing the aged planks on the fence

By taking these actions based on my root cause analysis, I should have this solved quickly with redundancies built in. My puppers will be safer and happier, I will have a beautiful new feature of my home, and the three of us will have less stress day-to-day. Using root cause analysis techniques, and Agile mindset, and drawing from IT Problem Management, I can easily solve this problem and any additional ones around my home.

BRB, gotta run and get some more fence planks.

If you've recently moved from a Confluence instance that was hosted by your organization to one on Atlassian's cloud, you may be noticing some differences in how the tools work! The experience is quite different, and we know that can be a bit overwhelming if you've spent a lot of time getting used to the server UI. The change will require some adjustments, so we've provided a quick overview of things to keep an eye out for so you can get back to expertly collaborating with your team.

Navigation

Let's start with getting to Confluence! You can of course access your instance via the new link provided by your IT team https://yourcompany.atlassian.net. But, if you're looking to get to Confluence from your linked Jira instance, the application switcher looks a little different. The application switcher now lives in the grid icon(). Select that and you can navigate to any linked applications, including Confluence. 

Creating pages

Page creation looks different in the new view - you'll notice that there is now only one option to create pages, the Create button. This functionality has made it a lot more intuitive to create pages from templates! In Server, users need to consciously make the decision to create from a template (selecting the '...') or a blank page. Now when creating pages available templates will appear on the right, allowing you to filter and search through templates. With this new navigation you can even see previews of the templates before you select them. 

Keyboard shortcuts

This is the change that threw me off the most when switching between the products, because I rely very heavily on shortcuts! Here are three that I use a lot that have changed:

To see a full list of shortcuts, you can select Cmd/Ctrl + Space while editing a page and a dialog will appear and display all of your options. 

Page layouts

The experience in Confluence Cloud is more mobile friendly, so pages are more narrow by default than previously. However, you can still expand your pages to span full screen if you've got a lot of content. Opening the page layout options hasn't changed - you select the icon in the editor. However, the page layout editing experience has changed so you can work on it within the body of the page, instead of at the top.

You'll notice the arrows pointing out - those allow you to span full screen for either the entire page (top) or the specific section (bottom). The same options to edit layouts are available but you can see them in-line instead, which makes for easier navigation while working them into your pages. 

Panels

The Panel macro is one of my favorites - I like the ability to break the page up visually, and they are a great way to do that. Atlassian has revamped how panels work in Cloud so that instead of having separate macros for different types of panels: Panel, Info, Warning, Note, Success, etc. they are all just one macro, and you can switch the coloring as needed by selecting different icons. 

Macros while viewing a page

The last change I want to highlight is perhaps my favorite. When editing Confluence previously, you might've noticed that when you insert macros, many of them appear different while editing vs. viewing the page. In cloud, we now see that macros like the Jira Issues macro pictured below actually shows the content while editing now. 

Switching between tools or views can be tough, but with Atlassian's cloud platform you'll see a lot of changes that make the user experience run more smoothly. Now you've seen some of the changes, you're ready to hit the ground running!

Thinking about switching to Cloud? Contact us to talk about how we can help!

Projects come and go, and sometimes what we once thought was a great idea may no longer be relevant or you've evolved your thought process. Since we're all undoubtedly great at documentation, chances are every one of your projects or endeavors has been noted or tracked in some fashion. Confluence, of course, is a great tool to do this with, especially if you organize your project all within the same space. But what do you do with that documentation when it's time to hang up the towel?

Usually, some record of your success or failure must be kept for posterity or perhaps, compliance. Whatever your motivations, archiving is important and Confluence allows us an easy way to do this natively. In this post, we'll focus on the native feature to archive spaces and also share some apps that could help you to organize archived content at the page level.

There are several reasons you might want to archive content in your Confluence instance, and it all depends on the life cycle of your projects or groups. To give an example, I worked for a game publisher for many years, and we would archive spaces after sunsetting (a term used to shut down a game product) one of our games. The major advantage to archiving is the content is still available in Confluence for reference purposes but won't show up in any page searches you perform nor will it appear in the Space Directory. This keeps your daily traffic from being cluttered with content from spaces that are no longer relevant to your business.

So you've reached a point in a project where it's officially time to move on, but the leadership team wants to keep the space for reference since some good ideas came out of the endeavor. Archiving the space seems to be the way to go, but how do you do that? Atlassian has put together a great document that details the steps for archiving in a cloud environment. To briefly summarize the process, you navigate to the portion of the space tools that contains the details and edit them, set the status to archived, and save. Pretty simple.

If at any time after archiving the space there is a request within your organization to review the archived content, you can link to the pages directly, and they will still be accessible. The search functionality within Confluence will automatically allow you to specify if you want to search through archived content in the case that the content available.

Atlassian also gives guidance on how to archive specific pages, which you can accomplish through a combination of manually moving pages and adjusting permissions to achieve similar results for the space archiving functionality. There are also third-party apps available, such as Better Content Archiving for Confluence, which gives you an increased toolset to make the archiving processes a bit less work. I recommend installing any third-party apps you wish to try into a dev or test environment before running on your production instance. One last thing to note, if you end up archiving a space accidentally or perhaps want to revisit an archived project and need the space to be active, you can easily change the archive setting to make the space available again.

If you need help managing your Confluence instance and want to learn how your organization can take full advantage of this tool, get in touch with Praecipio Consulting. 

We often hear feedback that Jira is too noisy, but Confluence has the potential to fill your inbox as well if you're not on top of your email preferences. If you've read our blog outlining the solution to reducing Jira notifications, but your users are still complaining about noise, it may be time to provide some guidance on Confluence notifications too. 

So if you're a user, let's talk about which notifications you're getting and how you can escape the inbox overflow. 

Watching a Space

If you use Confluence 6.13 or an earlier version, you may be required to watch a space when you first log into the instance. Watching a space means that you will receive notifications for all updates to the pages within this space, and this can be a harsh welcome to a new Confluence instance. If you are on one of these affected versions, a Confluence admin can fix this by disabling the Onboarding dialog globally. Confluence 6.14 and later removes this requirement, but it is still possible to watch spaces manually.

To identify which spaces you are watching:

1. Click on your profile photo in the top right and select Watches.
2. View Space Watches to identify which spaces you are watching.
3. If you want to unfollow the space, simply click Stop Watching on the right side of the screen.

Watching a Page

In addition to watching entire spaces, you can watch specific Confluence pages. You can do this manually, or automatically if Autowatch is enabled on your profile. If Autowatch is enabled, you will be added as a watcher to all pages and blog posts that you've created, edited, or commented on. For users that contribute to a lot of content, this can result in a great deal of notifications. 

Disabling Autowatch is your best bet if you receive too many of these. To disable Autowatch:

• Click on your profile photo in the top right and select Settings.
• Select Email under the left panel labeled Your Settings.
• Select Edit at the bottom of the page, and uncheck Autowatch. 

Additionally, to see all pages that you're watching:

1. Click on your profile photo in the top right and select Watches.
2. View Page Watches to identify which spaces you are watching.
3. If you want to unfollow the page, simply click Stop Watching on the right side of the screen.

Recommended/Daily Updates

If you receive notifications that aren't tied to specific pages that you edited or watched, you may be receiving Confluence Recommended Updates or Daily Updates. This functionality will send updates and information about Confluence content.

If you're not interested in receiving these updates:

1. Click on your profile photo in the top right and select Settings.
2. Select Email under the left panel labeled Your Settings.
3. Select Edit at the bottom of the page, and uncheck Recommended Updates and/or Daily Updates. 

Notify on My Actions

If you don't ever want to receive notifications for changes that you've made in Confluence, you'll want to be sure that this box is unchecked as well!

1. Click on your profile photo in the top right and select Settings.
2. Select Email under the left panel labeled Your Settings.
3. Select Edit at the bottom of the page, and uncheck Notify on My Actions. 

Uncheck Notify Watchers

Help keep your team's inboxes clean by unchecking the Notify Watchers box when updating pages. Checking this only when you want to let your team know there have been changes to a page will help keep notifications relevant.

Now that you’ve updated your Confluence and Jira email settings, you can get rid of those inbox filters, and finally receive just the notifications that matter to you. Contact us today to request a demo and receive more information.

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OKR: More Than Just a Buzzword

Like most of you, I have been challenged to establish my annual "OKRs" at the start of this new year. It seems that OKR has suddenly become a big buzzword that businesses have been throwing around the past few years. If you were like me before ever hearing of this acronym, you might be asking yourself: what is OKR, and what happened to the classics like KPI or SMART goals?

I decided to do some digging around to understand where this new buzzword comes from, and I learned that the term, in fact, has been around quite some time. More than 30 years to be exact! OKR was first introduced in the book High Output Management by Andy Grove, which was published in 1983. This term would later be used by one of Google's early investors, John Doerr, who used to work at Intel, and then it caught on at Spotify, Amazon and other big companies. That's when it gained traction to become the business buzzword that it is today. 

What is OKR?

Enough with the history lesson, what is exactly is OKR?

Simply put, OKR is a strategic framework that stands for (O)Objectives and (K)Key (R)Results. When setting your OKRs, the Objectives should be tied back to your organization's mission, vision, and strategic initiatives, and the Key Results are the measurable components that help you determine whether or not you are meeting your objectives. 

So, what is the difference between OKRs and KPIs or SMART goals? To start with, KPIs are are just measurements that represent output and don't tell you the entire story, whereas OKRs give you the big picture from the start to finish. SMART (Specific, Measurable, Achievable, Relevant, and Time-bound) goals are usually a bit more targeted and lack the full scope of the OKR methodology. You can think of OKRs as a collection of SMART goals and their respective KPIs. 

Plan & Track Your OKRs with Atlassian

Now that we understand the concept of OKRs, our next step is to establish them, and there is no better tool for this process than Confluence. At Praecipio Consulting, we dedicated a Confluence Space to our OKRs because we wanted to make sure that it is easily accessible to our employees. After all, we are all working together towards the same strategic objectives, and Confluence is the perfect collaborative space that allows us to check in on our goals and progress at any time. 

We started by organizing our OKRs by year so that we know what we have achieved in the past, as well as what we are working towards now and into the future. Within each year, we group our OKRs into overarching concepts that we refer to as "tracks". For example, we have a track for our 2020 OKR around "Climate Action Plan", and we use the Confluence Project Poster blueprint as a guide to document why this is part of our strategic objectives and who should be involved.

This also serves as a snapshot to get people excited about a track's children pages, which are the actual OKRs. Our OKR pages are custom templates that we built out and allow us to describe how we want our OKRs to look. More importantly, we use the page property macro to capture key pieces of information to display on that specific year's parent page, and we utilize labels that make the pages easier to reference.

For instance, one of the OKRs is to involve you, our community, by educating you and inviting you to join our efforts in overcoming climate change, which we do by providing your with content and information about organizations that we partner with via blog posts and webinars.  We will measure our success by the content we produce, the number clicks we receive on that content and the success stories shared by you as a result. 

To help with following up on OKRs, we utilize a Jira project for internal projects to track each OKR as an Epic and all the separate tasks as related issues. We use a Fix Versions as a grouping mechanism for the track so that we have visibility on how we are doing from a big picture perspective. 

Improve Your Goal-Setting Process

OKRs are not new to the business scene, but they can definitely help drive business value and help you reach your strategic objectives. Confluence is a great tool that allows you to capture the "why" and "what" you want to do, and Jira can show you "who" and "how" the OKR is doing.

If you are interested in learning how Atlassian tools can help you with your goal-setting and other business processes, contact us at Praecipio Consulting, and we'll be glad to get you on the right "track". 

Student Diversity is Key for Learning

Over the last two years, I've had the pleasure of partnering with Atlassian University to provide a wide range of training, including in-person courses, virtual courses, and even being the voice of Planning with Portfolio for Jira. If I had to count, I've likely delivered training to close to 1000 students since 2017 as an Atlassian Certified Instructor, but this week was a first – one of my students was blind. 

When teaching an Atlassian University course, we provide students with access to a virtual environment to practice the concepts presented. Each student is also provided soft copies of the slides as well as a lab workbook to guide them step-by-step through the environment. This particular course, Confluence Server Essentials, provides new users the opportunity to learn about the basics of Confluence. Navigation, page creation, blueprint usage, and collaboration features such as @ mentions, comments, and blogs are all covered in the full-day course. 

My blind student had a laptop with accessibility features and used the Jaws Screen Reader to help navigate the different UIs of the applications. He also had a colleague to assist him if needed. As I started the course, he was attentive and eagerly participated in the discussions. However, when it was time for everyone to log in to their environments and start the first set of exercises, I noticed that he was starting to fall behind. 

During the exercises, his assistant had a technical issue with her own laptop and asked if I would step in while she talked to tech support. I sat down and watched as he tried to navigate his screen reader through the Confluence System Dashboard and eventually to the correct Space to continue through the lab. This was my first time working with a screen reader, and I spent quite a bit of time wondering how it chose which parts of the screen to read. However, once we got into a rhythm, I was able to help him navigate to the correct menu. By the end of the time box, we managed to complete two of the four exercises. 

Accessibility in Atlassian Products

Atlassian supports or partially supports accessibility requirements for Jira, Confluence, and Bitbucket Server and Data Center products, in compliance with Section 508 and WCAG 2.0 (AA). At Praecipio Consulting, we developed a custom accessibility app for Jira, at a client's request, to accommodate sighted and non-sighted users. While support and partial support of accessibility are steps in the right direction, I still needed to find a better way to help this student. 

Enter the Atlassian Marketplace. If the functionality doesn't exist in the products themselves, we search the Marketplace for apps to add on to the instance. There are over 2000 apps available for Server, almost 1000 for Cloud, and nearly 700 for Data Center instances of the Atlassian applications, and these apps are generally tagged with additional information to further help you make the right choice. Through a quick search of all compatible apps tagged as Supported, I found two that looked promising: Accessibility for Confluence and Unstoppable for Confluence. Not knowing which one would work best, I tossed a coin. 

Because the Atlassian University lab environments work like a mini Server environment, they function the same as the customer instances of Confluence we work in every day. Following best practices, I wanted to test the installation of the app in a separate environment before installing it for the student. In my Instructor Environment, I found the user with the most administrative rights (as per the lab workbook) and installed the app. A quick check of the documentation told me the additional installation steps needed to activate it. As testing is important as well, I validated functionality myself first, and I was confident this app would provide the student with a better learning experience. 

A Retrospective on the Accessible Experience

Once installed and configured, my student was able to continue forward with the next two labs, including all exercises. Through exercises like creating a blog post, editing a page, and adding attachments, he was starting to understand how Confluence could help him with his daily tasks.

What did we do well?

• Found an accessibility app and installed it
• Walked the student through how to use it
• Provided 1:1 instruction during labs to ensure understanding

What could we have done better? 

• Communicated about the student before class
• Researched screen readers to understand the best one
• Asked the students for a solution

Going forward, I want to identify students with accessibility needs beforehand, so that I can prepare accommodations as needed. While I have thought about this as an instructor before, now that I've had the experience and have learned from it, I am better prepared to provide a better learning experience for all of my students moving forward.

We can all do great things if we communicate ahead of time. If you or your organization have accessibility needs, let us know! We can bring solutions and custom solutions as needed. 

One of the most powerful integrations in the Atlassian ecosystem is the native link between Jira and Confluence. For users working in both tools, the transition can be seamless if you do it right, but clunky if you don't. 

Now, what if I told you there was just one Confluence macro you could start using today that will immediately make reporting in Confluence easier and help you (and your team) keep track of your work? The Jira Issues macro is the go-to when reporting in Confluence.

Here are some tips to get your team to live their Atlassian life-to-the-fullest.

Insert an issue count for a Jira filter

Let's start small. Insert a link to Jira with the number of issues returned from a Jira Query Language (JQL) query.

This is useful to pull up basic metrics for a high-level overview. The macro becomes a link to the filter, so if you want to review the issues in-depth, you can quickly hop over to Jira's issue navigator. The table below is an example of how our marketing team tracks employee blog post submissions.

To insert an issue count:

1. Insert the Jira Macro
   1. Select the  in the top menu bar and select Jira Issue/Filter, OR
   2. Type { on your Confluence page, search and select Jira
2. Enter in your JQL query
   1. To input an existing filter, type "filter = "Filter name", OR
   2. Type in the JQL directly
   3. Be sure to click on the Magnifying glass to execute the query
3. Select 'Display Options' at the bottom of the dialog box to expand the options.
4. Select 'Total issue count'
5. Click Insert, and Voila!

Insert a single issue into Confluence

This macro can also link to a single Jira issue to a Confluence page. That means not only can you see what issues are important (and what status they're in) in your documentation, but you can also see who's talking about the issue when you're in Jira.

Take, for example, this blog post. My progress is tracked on a Jira issue, linked to this very page in Confluence. Below you can see how it looks on the Confluence page I'm writing in. 

If I click on that link, I'll move over to Jira where I can see all of pages in which the issue has been mentioned under Issue Links. Right off the bat, I can see that the issue has been mentioned on this page as well as another tracking Blog Content. 

To insert one issue:

1. Insert the Jira Macro and enter in your query (steps 1 and 2 above)
2. Select one issue from the list
   1. If you know exactly which issue, you can simply type the Issue Key into the search bar and hit enter. 
3. Expand the Display Options and select 'Single Issue'
4. Select 'Insert'

Use the Jira macro to insert a list of issues in a page in Confluence

Remember that filter you entered in above? You can insert that filter into your page, too. Filters inserted with this macro are dynamic - that is, as the issues are updated in Jira, the Confluence page will reflect the most up-to-date information. You can customize which columns appear in the macro just like you can in Jira. To head into Jira, you can select the individual issues, or click on the total number at the bottom ('2 issues') to pull up the query in Jira.

To insert a filter:

1. Insert the Jira Macro and enter in your query (steps 1 and 2 above)
2. Expand the Display options and select 'Table' 
3. Edit the maximum issues and columns to display.
4. Select 'Insert' to add to the page!

Create a Jira Issue from a Confluence page

If your issues don't exist in Jira yet, don't worry. This macro can create new issues in Jira if inspiration hits while you're editing a Confluence page. The issue will be created and you won't even have to leave the page. 

Additionally, you can also create issues from Confluence while viewing a page - simply highlight some text and then click on the Jira icon that appears.

1. Insert the Jira Issue Macro
2. Select 'Create New Issue' on the left panel
3. Complete the form
4. Select 'Insert'

This one macro can solve many of your reporting needs in Confluence. What's more, you can provide context around the data instead of just straight data. The Jira Macro is a great way to keep team members informed without navigating from Confluence to Jira and back again. 

Do you have any questions about how you and your team can best utilize your Jira and Confluence tools for maximum benefit? Find out more about how Praecipio Consulting can help by visiting our Atlassian Hosting page or by contacting us directly.

Want some more Jira tips? Check out our blog: Guide to Import Linked Issues in Jira from CSV.

While creating a space for your team in Confluence may seem like a simple undertaking, creating one that users actually want to interact is far from easy. We know what can happen when you miss the mark: you've got a team space, but it's a mess - nobody knows where to find anything, there's no consistent structure, and nobody actually uses it. It’s not hard for a space to become a documentation black hole - documents enter, never to be seen again.

Confluence is an industry leader due to its revolutionary capabilities. A well implemented Confluence workspace breaks down team silos, is specifically geared for turning conversations between team members into action, centralizes all information in one space, and fosters and encourages a culture of open teamwork.

Here’s the good news: creating a team space doesn’t have to be difficult or time-consuming. With the right structure and out-of-the-box Confluence tools, you can easily create a space for your team that you don't have to bribe them to use.

5 Steps to a Collaborative Confluence Team Space

1. Create a landing page

The first page that you see when you go to your team space needs to be clear and appealing. If the space’s landing page is too cluttered, your user's eyes will glaze over before they get any useful information out of it. On the other hand, if the page is sparse with no useful information, why would they keep going?

For your landing page, you want to include information about the space: this is where you can throw in a bit of basic information about the team and its members, but you ultimately want to focus on what will be useful for your team. Using a Children Display macro on this page can give users a better understanding of where they can find information in the space as a whole. You can determine how many layers to show, and even include excerpts of the pages below. Similarly, you can link to commonly used pages or provide some navigation hints customized to your space. Now that you’ve got users in the space, you want to make the rest of the experience just as clear.

2. Establish a hierarchy

We recommend thinking about setting up the space as people will look at it - what do they see first? The top-level pages - so start there. They could be anything (and everything) from projects or training to team building. You’ll want to make sure you include any information you want your team to know, without flooding them with a ton of first-level pages. 

You can empower users to build this space with you by using the Create from template macro to help enforce your hierarchy. Including the macro on a high-level page allows your team to click a button to create the right page in the right location (if you customize your space templates, these pages can even include the correct macros and labels you need to report on them in other places). Once you've got an idea of how you want the space to be structured, you'll want to address the ever-important content that lives within the space (that's why we're here, isn't it!). 

3. Make it easy to find information

There are several things you can do right off the bat to keep users engaged and ensure they have what they need to do their jobs. Using the space shortcuts on the sidebar can call out commonly used pages - either in Confluence or external pages. Confluence also has some built-in macros that can improve your content with little effort:

• Table of Contents - Clarity is key!
• Page Properties Report/Page Properties - Elevate your landing page or high-level pages to pull custom information from other pages into a table.
• Jira Issues - Embed a Jira filter directly into your Confluence page.
• Livesearch - Let users search in your space directly from a page.
• Panel - Break up your sections, spice up your page!

Your pages look great, but who do you want to see them?

4. Restrict what you have to

Confluence allows permissions to be set by space and by page. This means you can lock down individual pages that may be more sensitive, and open up the important ones for viewing and/or editing by the team. Be careful not to lock the space down more than you need to - space and page permissions are great for security, but don't let them be a barrier to collaboration.

Once your space is set up, the next step is about keeping it simple.

5. Cut out unnecessary information

Knowing what doesn't belong in your team space is as important as knowing what does. We've all seen the overflowing wikis, filled with personal user notes or docs that have been around longer than you have. Personal spaces in Confluence are there for a reason - users can track information that isn't relevant to the team in their own space, without filling your space with irrelevant information. Archive information that isn't relevant anymore - Confluence pages track when they were last updated, and using the Attachment macro lets you track that for all of your space attachments as well.

Now you're ready to build out an awesome Confluence team space. Say goodbye to documentation black holes and e-mails from your team asking where to find information and hello to easy collaboration!

Still have questions? Let us know.

Introduction 

Custom macros are a popular, supported, and versatile addition to any confluence page. Confluence users are able to use macros by making their own, searching the macro library, or by getting access to additional macros through add-ons. If you are making your own macro through an add-on, you will know that the parameter types, aka fields, are limited to the following: 

• • boolean - displays a check box.
  • enum - displays a select field.
  • string - displays an input field (this is the default if unknown type).
  • spacekey - displays an autocomplete field for search on space names.
  • attachment - displays an autocomplete field for search on attachment filenames.
  • username - displays an autocomplete field for search on username and full name.
  • confluence-content - displays an autocomplete field for search on page and blog titles.

Using JavaScript and Soy templates, you are able to inject custom parameters into a macro. The following tutorial is an example of a custom field injected into a basic macro form. The goal is to create a multi-select drop down menu comprised of static predetermined menu items. Note- JS functionality to create a multi-select list and the CSS are not included. 

Steps for injecting an element into a macro 

Building the macro

Example code of plugin.xml 

Macro prior to injecting content

*Note: The "Status" parameter is not visible in this image. That is because the element is hidden with CSS. More on why the element is hidden in the JavaScript section. 

Configuring the Soy template multi-select code

JS code with explanation

Completed front-end example with JavaScript

Why is the Status Parameter Gone? 

The drop down multi-select captures the user's selection on the front end. When passing the macro form information back to the server via the preview or the save button, the Status Select format is not readable. To make sure that your information is able to be parsed, you may insert relevant information into another macro field. In this case, the user's responses are sent to the hidden Status parameter each time he/she makes a change to the StatusSelect. On save or on preview, only the hidden information is sent to be parsed. 

Potential Issues 

• I only see an empty field when opening the edit macro, I can only see my field when reloading the page with the editable macro, OR I am getting null variable errors. 

  This may be a JS async error, which could explain some inconsistencies. Make sure that this JS file is accessible to the page, that functions are properly nested, and that the initial if clause is triggered as expected. The edit screen and dialog boxes are not connected to a page reload so queries done "on load" of the page will not be caught at this point. Use .ajaxComplete or an event trigger to re-run necessary functions. 

• My new element works but now I am missing functionality from other parts of my page.

  Make sure that your selectors are unique and as specific as possible. Try to limit using css and JS selectors by the AUI class names as these are repeated through out Confluence. 

• I am appending my element but only see a blank input box. 

  Your parameter type may limit the content that can be appended to it. For example, select lists cannot have non-option items added to it and will instead render a broken input box. Confirm that your template has the appropriate wrappers if any. You may need to append your template to the container instead of the parameter. 

At Praecipio Consulting, we know that using Javascript can be tricky. Let us help you with any issues you come across while building your macro. Contact us with questions and concerns.

HipChat has long been the beloved messaging application for Atlassian users, developing integrations with Confluence and Jira to increase the seamless nature of the SDLC process with notifications and team and project-specific rooms. With the success of these integrations, Atlassian is raising the bar for HipChat functionality, offering up their API for other software producers to code their own connections to allow even more tools to team with HipChat. Recently, Atlassian held a HipChat Dev event in San Francisco for a handful of popular and innovative tech companies to dev and demo their HipChat plugins, opening the door for an all new level of HipChat functionality. New Relic, Salesforce, Tempo and other Atlassian-inclined software makers came together to tweak the HipChat API to get their products talking for an even more robust integration offering in the messaging system. With many new options becoming available, excited HipChat users can expect to see these plugins available soon, making HipChat a real-time communication hub for all aspects of the software development life cycle.

HipChat, Meet New Relic

New Relic, maker of integral tools to gain insight into the operation of your business processes, becomes a critical component of IT management when paired with HipChat. Using New Relic products like APM, Browser and Synthetics, companies gain real-time analytics for their SaaS applications to ensure that their platforms are running optimally for the best user experience. When integrated with HipChat, New Relic provides teams regular status updates, allowing issues to be addressed efficiently and expediently. Create a HipChat room for New Relic applications and stay up to date with your application performance leveraging the constant monitoring of New Relic with the constant communication of HipChat. 

Build Your Own Add-Ons

Atlassian enables users of Jira, Confluence, and yes- HipChat, with the ability to build customized add-ons for Atlassian tools and corresponding applications. The provided documentation allows the use of any web framework and any programming language to build with Atlassian's REST API to get the applications talking with remote operation over HTTP. With the unlimited possibility of integration, HipChat becomes a true force of functionality as more and more applications are tied into the tool. Give each dev team their own HipChat room built around their products to get the latest updates on their in-flight projects. Create a marketing room to allow your bloggers to see immediately when a new page view or comment comes through. With HipChat customized add-ons, your teams get the information they need, when they need it. 

Video courtesy of Atlassian

It's in the Numbers

Need more reasons to expand your company's collaboration beyond just Confluence and Jira? Atlassian has the stats the make the case for HipChat!

Statistics courtesy of Atlassian

Chatting cuts down on unnecessary, efficiency-draining emails, enhances collaboration between teams and delivers a platform for easy communication. Using Atlassian HipChat, your teams run at the speed of business with application integration, video chatting, and file sharing -- everything they need to work smarter and faster! 

Get Chatting

Revolutionize the way your teams work with HipChat! It's as easy to get as it is to use; simply contact Praecipio Consulting to learn about our extensive HipChat services, including: managed services and hosting, implementation, customization and licensing. HipChat is your central source of better business practices and Praecipio Consulting is your one-stop-shop for all your HipChat needs. Collaboration has never been easier, so get HipChatting today!

No matter the size of your organization or your industry, the end game of any company is to deliver the highest quality product to customers at the greatest market value, with the lowest cost of production. This school of thought drives the Agile methodology of software development, pushing for faster delivery of better products with the least amount of risk, and has fueled the scalable Agile solution for enterprise-level organizations: Scaled Agile Framework (or SAFe). Operating under the principles of Agile development, SAFe aligns the development and initiatives of all levels of the enterprise company- from agile teams to executives- for accelerated value delivery at a reduced risk. Leveraging short feedback cycles organized into sprints and release trains, the cost of deployment decreases as deliverables have clearer direction and requirements to ensure a better fit for purpose. 

How does Atlassian support SAFe?

What are the core values of SAFe?

How does Atlassian support SAFe?

The Atlassian product suite was created (and is continually innovated) to support best practices in the Software Development Lifecycle. To that end, the use of products like Jira Agile, Confluence and Jira Portfolio integrate to bring maximum traceability to every release, enabling teams to hit their deadline and their budget with the highest quality product. With Atlassian, you unlock the power of SAFe, leveraging Jira Agile, Confluence and Jira Portfolio to achieve the following objectives (and much more): 

Want to learn more about SAFe?

Ready to learn more about how Scaled Agile brings best practices and delivers the greatest results to your enterprise organization? As Atlassian Platinum Solution Partners, Praecipio Consulting is here to help! 

First, check out our webinar on SAFe®, Agile in the Enterprise, presented by Senior Solutions Architect, Certified Scrum Master, and SAFe® Program Consultant Amanda Babb to get a more complete introduction to implementing Agile practices at the enterprise level.

Next, contact us today to see how our Consulting Services can help you meet your goals.