ITSM Modules

Extension modules for our ITSM packages

Each of our customers has individual requirements - certainly you do too! We offer a versatile range of extensions from which you can choose. These modules can be combined in any way to map your specific use cases. We advise you and your team individually to offer you the best results.

App licenses are not included in the packages.

Take a look at our modules

These modules can be combined in any way to map your specific use cases.

To get a better understanding of your current situation and requirements, we recommend conducting a Discovery Workshop with us beforehand. This will allow us to align your needs more precisely.

Major Incident Management
A major incident is an emergency-level outage or loss of service. We aim to find the best solution for you to manage your major incidents with minimal loss and downtime through the best possible level of transparency.

Kickstart Package
- Basic setup of up to 15 Services and 15 Teams to get started
- Using services in service project contexts (screen context in up to 10 service projects)
- Introducing on-call assignments with an example on-call schedule (2h experience workshop)
Improved Package
- Basic setup of up to 20 Services and 20 Teams to get started
- Using services in service project contexts (screen context in up to 20 service projects)
- Introducing on-call assignments with example on-call schedule (2h experience workshop with customer)
- Setting up JSM native integration app
- Using JSM automations to send/receive additional information with up to 3 automation rules
SSO and integration with user directory (Atlassian Access)

Atlassian Access empowers organizations of any size to add enterprise-grade identity and access management (IAM) features to their central admin console.

We provide consultancy to configure and implement Atlassian Access in your enterprise. Reach out to us to learn more about supported IdPs (identity providers) and implementation process.

Due to technical differences between supported apps, we configure Atlassian Access, and we expect your teams to implement what needs to be done on 3rd party apps. Nevertheless, we are together and we never leave you in the dark.
Asset & Configuration Management with Atlassian
Asset & Configuration Management can mean many things! Whether you want to keep track of your IT physical and virtual assets' lifecycles or you want to have a Configuration Management Database (CMDB) where you can store configuration records throughout their lifecycle and maintain the relationships between them, we are here to help you figure it out!

Atlassian Assets is Jira Service Management’s native asset and configuration management tool. It gives teams a flexible and dynamic way to track all kinds of data from laptops to virtual hosts and from contracts to employee records.
- Up to 6 hour workshop
- Up to 4 hour review workshop
- 90 minute Asset Management Training
- Up to 2 object schemas configured (up to 20 object types and 30 attributes configured in each schema)
- Up to 2 import files CSV or JSON imported to the configured schemas
- Up to 5 individual configuration Assets Automations configured
- Asset automations of medium complexity: This includes object data fetch to issues and/or bidirectional Assets\↔ Issues sync
- Up to 5 custom fields configured on request types
Reporting and BI
We provide you with a comprehensive view of your business operations, allowing you to track and analyze key metrics, visualize trends, and make data-driven decisions with ease. Our team of experts will work closely with you to understand your unique business needs and develop custom reports and dashboards tailored to your specific requirements.

We don't limit ourselves to creating these reports in Atlassian tools but also find a solution to extend and integrate with your BI tools and/or Atlassian add-ons.
- Configuration of JSM reports and/or Jira dashboards with up to 10 reports and 2 dashboards with up to 10 gadgets for each dashboard
- Report generation with your third-party app (limited to 1x 3rd Party App)
- Adding up to 10 automations and 3 fields to gather report data
Forms, scripting and process customization

For us, the user experience is the key to success at any service desk. We use our scripting expertise and JSM forms features to provide the best user experience for your customers and agents. This includes writing scripts in ScriptRunner, working with your process customization tools to bring a better experience, or using JSM Forms feature to create dynamic and beautiful forms for your users.

Price individually estimated
Chat Integration with Teams or Slack
Managing customer queries can be time-consuming and often requires a significant amount of resources. This is where our chat integration service comes in.

With Atlassian, we have the possibility to create seamless chat integration with Slack and Teams out-of-box. Do you need some other tool? Contact us and we will work with you to provide the best solution for you.

1 hour team showcase of use cases

Integrating Teams or Slack with best practices

Setting up the Teams or Slack channel link to the dedicated project and request type. Up to 5 channels and 5 request types
3rd party integrations

Our 3rd Party Integrations service is designed to help you seamlessly connect and integrate Atlassian tools with other systems and applications, allowing you to optimize your workflow and streamline your operations.

Whether you need to integrate with cloud services, APIs, or other applications, our team of experts will work closely with you to identify the best integration solutions for your business needs. We'll help you assess the risks and opportunities of each integration and guide you through the process from start to finish.

Price individually estimated
Integration of Statuspage

The configuration of the Status Page app allows for seamless customization of your organization's status page, keeping customers informed about service disruptions and incidents. By configuring the Statuspage API, you can integrate your existing systems and workflows, automating status updates and incident management processes for efficient communication. In addition, configuring Jira and/or Opsgenie rules streamline incident management by automating workflows, from issue creation to assignment and resolution, ensuring a smooth and efficient process for handling and resolving incidents.

Price individually estimated

Discovery workshop

We want to make sure that we implement your selected modules according to your preferences. Therefore, we suggest conducting our Discovery Workshop together. This way, we determine your current situation and understand your requirements.

	We analyze your current situation. You tell us what ideas, goals and requirements you have for your project management tool. This is how we lay the foundation for project planning.
	Our experts bring extensive experience, best practices and expertise to the workshop. This will give you an overview of the topics and content that await you in the project.
	Based on this, we use an exemplary roadmap to show what our joint project with its phases and milestones could look like.
	For the structured and detailed implementation of our remote workshop, we take 4 hours for you - enough to discuss everything important and to keep a clear head. We believe that each customer is unique, so this workshop is mandatory to ensure a correct estimate and architecture for our modules.