JSM vs CSM: Moving from Ticket Resolution to Customer Trust

Resolving tickets is no longer enough
Modern service teams are expected to deliver experiences that build confidence, reliability, and long-term customer trust. Jira Service Management and Customer Service Management both play a role in this, but they serve different purposes depending on who you’re supporting and how your service operations are structured.

In this session, our speakers will share a practical perspective on building customer-centric operations, using the lens of JSM vs Customer Service Management. The focus will be on how teams can move from reactive ticket handling to intentional service design that supports trust, transparency, and measurable outcomes.

What you’ll take away:

How to think beyond ticket resolution when designing service operations

Where JSM fits in internal and operational service maturity

Where Customer Service Management strengthens external customer experiences

How service design choices impact customer confidence and trust over time

Who should attend:

Jira admins and Atlassian practitioners

Service, support, and operations leaders

Customer experience and customer support teams

Anyone responsible for shaping service outcomes, not just closing tickets

Expect practical insights, clear distinctions, and a more thoughtful way to approach service management in Atlassian.

And because building trust works better on a full stomach, we’ll wrap up with a delicious lunch and great community conversations.

RSVP now, and don’t let the confusion stick around any longer

Agenda

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Speakers

Gaurav Gupta - Nagarro (Associate Principle Engineer)

Atlassian-certified solution consultant, with experience of working in ITSM, Devops, and migrations space. Apart from work, Gaurav is a foodie, loves travelling and playing/ collecting legos!!

Rajesh Kumar - Antino (Co-Founder & COO)

Meenal Gupta - Optimizory Technologies (Director)

Hosted By

Shivam Sharma, Atlassian Community Champion

Sales & Marketing | Atlassian Geek | Let’s Talk Solutions (or Memes)!

Sushant Verma, Atlassian Community Champion

• Over 7.5+ years of experience as an Atlassian Consultant in the IT software industry, specializing in Jira Software, Jira Service Management (JSM), Confluence, Crowd, Bamboo, and Fisheye.
• Expertise in architecting scalable and resilient Atlassian ecosystems across Data Center and Cloud platforms.
• Led multiple end-to-end Jira migrations (Server ↔ Cloud, Cloud ↔ Data Center) with minimal downtime and full preservation of workflows, permissions, and configurations.
• Strong background in pre-migration planning, environment audits, user/group mapping, custom field alignment, permission scheme reconciliation, and post-migration validation.
• Skilled in designing advanced Jira workflows, configuring issue types, screen schemes, permission models, and automation using post-functions, conditions, and validators.
• Integrated Atlassian tools with third-party systems like ServiceNow, Git, and AWS to support Agile and DevOps delivery pipelines.
• Proficient in plugin lifecycle management, system upgrades, patching, and performance tuning for optimal tool performance.
• Atlassian Certified with strong understanding of Agile and ITSM frameworks.
• Experienced in Linux system administration (RedHat), including application deployment, patching, backup & recovery, and network diagnostics.
• Hands-on experience with observability tools like New Relic for monitoring system health and resolving performance issues proactively.
• Active Atlassian Community Champion, contributing to global knowledge sharing, mentoring, and best practice dissemination.
• Known for cross-functional collaboration, stakeholder engagement, and delivering successful transformation projects in dynamic environments.
• Passionate about enabling teams to work smarter, collaborate better, and deliver faster through strategic Atlassian consulting.

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Global Partner

Atlassian (http://atlassian.com)
Millions of users globally rely on Atlassian products every day for improving software development, project management, collaboration, and code quality.

For over a decade, Atlassian customers have come together to network, share ideas, solve problems, and find new ways to use Atlassian products. Today, more than 15,000 people take part in Atlassian community events in more than 30 countries.

Complete your event RSVP here: https://ace.atlassian.com/events/details/atlassian-faridabad-presents-jsm-vs-csm-moving-from-ticket-resolution-to-customer-trust/.