In collaboration with Atlassian, bit2bit Americas held a series of executive breakfasts in Panama City, Bogotá, Lima, and Buenos Aires under the name The Atlassian System of Work Experience. These meetings were conceived as spaces for dialogue and reflection on the future of teamwork, the strategic use of technology, and the impact of artificial intelligence on the day-to-day operations of organizations.
Below, we share the main topics addressed during these sessions.
We discussed the principles that underpin Atlassian’s System of Work and how they are applied in high‑performance teams:
We presented the core components of the Atlassian platform—Jira, Confluence, Loom, and Rovo—and how they complement each other to enable any team to implement the System of Work principles in a practical and scalable way.
Drawing on the experience of bit2bit Americas, we addressed the main challenges and opportunities facing software development teams in today’s organizations. We showed how Compass and Bitbucket extend the capabilities of Jira and Confluence, allowing teams to optimize workflows, improve code quality, and leverage artificial intelligence in different scenarios.
We also explored integration with third‑party solutions for quality validation and the alignment of processes between DevOps and ITSM.
Atlassian showcased the differentiating capabilities of Jira Service Management, Customer Service Management, and Assets within the ITSM ecosystem. Topics such as ChatOps, conversational tickets, and the use of artificial intelligence in multiple use cases were explored in depth. In addition, experiences and success stories from organizations around the world were shared, both in technology and business teams.
Finally, bit2bit Americas presented the main strategic challenges identified in corporations across the region: from defining strategy to executing it through concrete tasks, covering objectives, portfolios, and programs in traditional, agile, and hybrid environments. Similarities and differences in the needs of each context were analyzed, as well as the solutions implemented on the Atlassian platform and the lessons learned across multiple projects. At the product level, tools such as Jira, Product Discovery, Jira Align, Focus, and recommended add‑ons for each scenario were discussed.
Let’s talk and explore together how to take your way of working to the next level.
What are ITSM processes? ITIL version 4 recently went from recommending ITSM “processes” to introducing 34 ITSM “practices”. Their reasoning for this updated terminology is that “elements such as culture, technology, information and data management can be considered to get a holistic view of ways of working”. This more comprehensive approach better reflects the realities of modern organizations.
Here, we will not concern ourselves with nuanced differences in the use of practice or process terminology. What’s important and true, no matter what framework your team follows, is that modern IT service teams use organizational resources and follow repeatable procedures to deliver consistent and efficient service. In fact, leveraging practice or process is what distinguishes ITSM from IT.
Change management ensures standard procedures are used for efficient and prompt handling of all changes to IT infrastructure, whether it’s rolling out new services, managing existing ones, or resolving problems in the code. Effective change management provides context and transparency to avoid bottlenecks, while minimizing risk. Don’t feel overwhelmed by these and the even longer list of ITIL practices.
Problem management is the process of identifying and managing the causes of incidents on an IT service. Problem management isn’t just about finding and fixing incidents, but identifying and understanding the underlying causes of an incident as well as identifying the best method to eliminate the root causes.
Incident management is the process to respond to an unplanned event or service interruption and restore the service to its operational state. Considering all the software services organizations rely on today, there are more potential failure points than ever, so this process must be ready to quickly respond to and resolve issues.
IT asset management (also known as ITAM) is the process of ensuring an organization’s assets are accounted for, deployed, maintained, upgraded, and disposed of when the time comes. Put simply, it’s making sure that the valuable items, tangible and intangible, in your organization are tracked and being used.
Is the process of creating, sharing, using, and managing the knowledge and information of an organization. It refers to a multidisciplinary approach to achieving organizational objectives by making the best use of knowledge.
Is a repeatable procedure for handling the wide variety of customer service requests, like requests for access to applications, software enhancements, and hardware updates. The service request workstream often involves recurring requests, and benefits greatly from enabling customers with knowledge and automating certain tasks.
It’s simply not enough to have an ITSM solution – you need one that actually accelerates how your teams work.
Atlassian’s ITSM solution unlocks IT at high- velocity by streamlining workflows across development and operations at scale. Meaning what was once many siloed teams with different ways of working, are now integrated and much more collaborative than ever before.
ITSM benefits your IT team, and service management principles can improve your entire organization. ITSM leads to efficiency and productivity gains. A structured approach to service management also brings IT into alignment with business goals, standardizing the delivery of services based on budgets, resources, and results. It reduces costs and risks, and ultimately improves the customer experience.
