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Jira Service Management Unleashed: ITSM, ESM, and AI Innovations

Mar 13, 10:00 PM – Mar 14, 12:00 AM

Join our March 13 virtual event for the latest in ITSM, ESM, and AI for Jira Service Management! Features industry experts from Atlassian & Platinum Partners, Valiantys, RightStar, and Contegix on leveraging JSM, enhancing workflows, and new features. Discover AI-powered ITSM with Atlassian Intelligence. Win prizes & network!


AIJira Service Management

About this event

Boston ACE Presents: Jira Service Management Unleashed: ITSM, ESM, and AI Innovations

RSVP! - Make sure you RSVP and complete the Zoom registration here (to qualify for prizes)


Join our Boston ACE Slack for updates and special offers

Don’t miss the chance to win a FREE Jira Service Management Boot Camp course from Valiantys! 

We are still doing our usual massive gift card and SWAG drawings, as always! We are giving out $50 Amazon gift cards. Plus, Atlassian SWAG store codes. RSVP!

The Speaker Lineup:

"The ESM Conundrum: Breaking Organisational Barriers to Service Management" by Adam Jackson - Global Head of ESM Practice - Valiantys

This presentation will focus on breaking down the invisible walls created when talking about ITIL, ESM, and ITSM within an organization and return to the core focus of what we should all have in mind: Service Management for all. The presentation will examine how JSM can be leveraged across all Enterprise teams and scale naturally to fit any organizational department.

"Streamline your ITSM Workflows: Improving on the Atlassian standards" by Derek Fields - Atlassian Practice Manager - RightStar

What Atlassian provides out-of-the-box for ITSM hasn’t stood up to our real-world experience. We will present a set of ITSM workflows for Incident, Service Request, Problem, Change, and Knowledge Management that we have demonstrated over many ITSM implementations that are easier to use and manage and can make the experience better for your customers.

"5 new features for JSM you can use to up your ITSM game!" by Jim Breunig - Principal Consultant - Contegix

Jim will highlight new features in JSM: Categorize your services with types, make edits on a form without opening up edits for customers in the portal, choose which customer detail fields appear on the issue view, reports now available for Assets, improved search results in your help center.

"Unveiling Innovations in AI-powered ITSM" by Aradhana Arora - Principal Partner Solutions Strategist - Atlassian

We will explore the latest AI innovations in Atlassian’s ESM solution, Jira Service Management (JSM), designed to deliver great employee and customer support in today’s digital world. We will show you how Atlassian Intelligence can automate and resolve service requests, summarise conversations, surface relevant context, and much more.

Special thanks to our sponsors:

RightStar, Valiantys, Tempo, Catworkx, AppsDelivered, Deviniti, Isos Technology, Contegix, Adaptavist, and


  • Derek Fields


    Atlassian Practice Manager

  • Adam Jackson


    Global Head of ESM Practice

  • Aradhana Arora


    Principal Partner Solutions Strategist

  • Jim Breunig


    Principal Consultant



March 13 – 14, 2024
10:00 PM – 12:00 AM UTC


Welcome and Introductions
Adam Jackson - Valiantys - "The ESM Conundrum: Breaking Organisational Barriers to Service Management"
Derek Fields - RightStar - "Streamline your ITSM Workflows: Improving on the Atlassian standards"
Jim Breunig - Contegix - "5 new features for JSM you can use to up your ITSM game!"
Aradhana Arora - Atlassian - "Unveiling Innovations in AI-powered ITSM"
Prizes and Closing Thoughts

Community Leaders

  • Timothy Szczesuil

    ZOLL Medical

    Boston Atlassian User Group Leader

  • Greg Venable

    Atlas Bench

    Group Leader

Contact host

Global sponsor

Atlassian logo



Isos Technology logo

Isos Technology

Adaptavist logo


Tempo logo


Appsdelivered logo




Contegix logo


Catworkx logo

Catworkx logo

RightStar logo


Valiantys logo


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