Ideas, expertise and perspectives on technology.

Standard service desk models don’t always fit field engineering businesses. Discover how Sourcesense designed a Jira Service Management solution that improved customer support, streamlined field operations, reduced manual administration, and delivered a cost-effective approach to supporting engineers across the UK.

The best Jira Service Management implementations aren’t defined by workflows or automation. They’re defined by how well people, process, and technology work together. Here’s how Sourcesense uses real-world Atlassian experience to help organisations build service platforms that teams actually want to use.

A closer look at Flexible User License – Auto User Management for Jira, and why it’s about more than optimising licence spend. This review explores how thoughtful automation improves security, governance, and long-term platform health.

ITSM doesn’t have to be the department of “no.” With Atlassian tools and an agile mindset, it can become a driver of business value. The key is shifting culture first: openness, collaboration, value-first thinking, blameless learning, and adaptability. Pair that with practical enablers—automation, agile practices, knowledge sharing, modern incident management, and lean change control—and IT stops being a bottleneck.

Why using retrospectives is the secret sauce for Migrations

In early October, I had the privilege of attending the Atlassian Team '24 event in Barcelona, Spain........