Great teams don’t just deliver—they grow, adapt, and collaborate. But as tools, processes, and expectations multiply, managing the internal
experience of how work gets done becomes just as critical as the work itself.
For many employees, submitting a request in Jira Service Management (JSM) is their first touchpoint with IT, HR, or Facilities. What happens in
those few clicks shapes how they perceive support and sometimes, how they perceive the whole company.
This session will explore Experience Management in JSM: how teams can intentionally design better, smoother, more human interactions for
employees submitting requests.
Charlotte from Elements will guide you through:
@ What “experience” really means in a JSM context
@ Why request forms, categories, and knowledge base content often confuse rather than help
@ How to uncover friction points from the employee’s perspective
@ Simple design principles to make JSM portals feel helpful, not hostile
@ The key metrics to start your experience management journey
Whether you're managing an ITSM project, building HR workflows, or just getting started with JSM, this talk will help you step into your employees'
shoes—and walk away with a few practical wins.
Agenda
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Speaker
Charlotte Aleksandrowicz - Elements (Partnerships Manager)
Moderator
Dean Schaffer - Adaptavist (Principal Technical Consultant)
Dean is a Principal Technical Consultant who helps clients conceive, implement, and customize the Atlassian stack for maximum effectiveness. Dean has been working in the IT industry for 30 years and has done a little bit of everything: from Active Directory admin, Operations management for a team of DBA's and developers, Telephony, training, Scrum Mastering and consulting. Dean is a firm belie…
Hosted By
Dean Schaffer, Principal Technical Consultant
I have been in the IT industry for over 28 years doing everything from support to training, consulting and management. I love working with people to find optimum solutions for better ways of working. My favorite expression is "Work Smarter, not Harder". I love travel, food and wine (but...who doesn't?).
Kellie Mendenhall, Senior Business Consultant
Kellie Mendenhall is a seasoned Senior Business Consultant who has worked at Adaptavist since August 2022. Her industry experience exceeds 25 years, so she brings a wealth of knowledge and insights to her role.
In December 2023, Kellie took on the new role of Portland area Atlassian Community Events co-leader, where she is responsible for organizing and overseeing community events related to Atlassian products and services. Her passion for fostering connections within the community and sharing her expertise makes her a valuable asset in this role.
Outside of work, Kellie enjoys exploring new destinations with her husband of over 22 years. They are avid travelers who love immersing themselves in different cultures and experiencing new adventures. When they are not on the road, they enjoy hanging out with their 5 cats and indulging in local microbrews and wines.
Mick Flanigan, Community Leader
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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-portland-presents-what-if-your-slas-say-success-but-your-users-dont/.
