ATLASSIAN PLATINUM PARTNER · SYDNEY · ROVO ENABLED
Australia's Atlassian Platinum Partner for Jira Service Management
We implement, optimise, and operate JSM for enterprise and government organisations across Australia — including Rovo agent configuration and AI-powered service management. No generalists. No contractors. Just deep JSM expertise.
13yr
ATLASSIAN PARTNER
100+
JSM IMPLEMENTATION
90%
PRACTICE FOCUSED ON JSM
100+
OFFSHORE CONTRACTORS
Atlassian Platinum Partner
Approved Government Panel Supplier
Atlassian Platinum Partner I 13 years in the market I 100+ JSM implementations I Sydney-based team I Rovo for JSM implementation I Approved Govt Panel Supplier
Trusted by enterprise and government organisations across Australia
SOUND FAMILIAR?
This is what a JSM problem actually looks like
Most IT teams know something is wrong long before they can name it. These are the patterns we see every time we walk into a new engagement.
Requests disappear into email and Slack
Work arrives through five different channels, nobody knows what state it's in, and the only way to find out is to ask the person who raised it.
No visibility across IT operations
The CIO asks for a workload report and the team spends two days pulling it together. Nobody can answer "what is IT actually working on right now?" in under five minutes.
Onboarding takes weeks and nobody owns it
A new staff member starts and IT, HR, and Security each assume someone else is handling it. Access provisioning is chased manually and still takes longer than it should.
SLAs are missed before anyone notices
SLA targets exist on paper. The actual data is in a spreadsheet someone updates on Fridays. Complaints from the business are how SLA breaches usually surface.
No visibility across IT operations
The CIO asks for a workload report and the team spends two days pulling it together. Nobody can answer "what is IT actually working on right now?" in under five minutes.
Onboarding takes weeks and nobody owns it
A new staff member starts and IT, HR, and Security each assume someone else is handling it. Access provisioning is chased manually and still takes longer than it should.
WHAT GOOD LOOKS LIKE?
What your IT operation looks like when JSM is configured properly
These are not theoretical outcomes. They are what our clients have after a Systemology JSM engagement.
Requests disappear into email and Slack
Work arrives through five different channels, nobody knows what state it's in, and the only way to find out is to ask the person who raised it.
Requests disappear into email and Slack
Work arrives through five different channels, nobody knows what state it's in, and the only way to find out is to ask the person who raised it.
Requests disappear into email and Slack
Work arrives through five different channels, nobody knows what state it's in, and the only way to find out is to ask the person who raised it.
Requests disappear into email and Slack
Work arrives through five different channels, nobody knows what state it's in, and the only way to find out is to ask the person who raised it.
Requests disappear into email and Slack
Work arrives through five different channels, nobody knows what state it's in, and the only way to find out is to ask the person who raised it.
Requests disappear into email and Slack
Work arrives through five different channels, nobody knows what state it's in, and the only way to find out is to ask the person who raised it.
ROVO FOR JIRA SERVICE MANAGEMENT
Rovo is Atlassian's agentic AI platform. Most JSM teams aren't using it yet.
Rovo ships with every Standard, Premium, and Enterprise JSM Cloud plan. It brings together AI-powered search, a context-aware chat assistant, and configurable agents that take action inside your service environment — from resolving common requests end-to-end to orchestrating zero-touch onboarding workflows. The platform is built on the Atlassian Teamwork Graph, which means Rovo understands your tickets, your knowledge base, your team, and your connected tools. We implement and configure Rovo so it works from day one, not after months of tuning.
Rovo Service — agentic self-service
AI agents resolve common requests from start to finish — password resets, access provisioning, onboarding workflows — without a human in the loop. Requests that do escalate arrive with full context already captured.
Rovo Chat — AI in the flow of work
Agents get instant answers from across your Atlassian environment and connected tools. Summarise a ticket, find a runbook, draft a resolution note — without leaving JSM. Rovo Chat understands your org's knowledge, not just generic web data.
Rovo Ops — AI-powered incident intelligence
Correlates alerts, surfaces root cause from logs and past incidents, and identifies high-risk changes before they cause downtime. The goal is fewer fires, not faster firefighting.
WHAT WE DELIVER
JSM capabilities we implement
Each engagement is scoped to what your organisation actually needs. Below are the areas we work in most — across enterprise and government clients.
IT Service Management
ITSM core implementation
⟶ Incident, problem, and change management
⟶ Service catalogue design and build
⟶ SLA configuration and reporting dashboards
⟶ ITIL-aligned workflows without the overhead
⟶ Teams portal setup for frontline staff
Enterprise Service Management
Extending JSM beyond IT
⟶ HR, Legal, and Finance service portals
⟶ Cross-department request routing
⟶ Facilities and procurement workflows
⟶ Organisation-wide self-service portal
⟶ Single platform across all business functions
Staff Onboarding & Offboarding
Automated lifecycle workflows
⟶ HR-triggered onboarding automation
⟶ Access provisioning across all systems
⟶ Contractor and vendor lifecycle management
⟶ Offboarding with access revocation audit trail
⟶ Day-one readiness tracked end to end
Security & Compliance
Risk-aware IT operations
⟶ Security incident workflows and escalation
⟶ Risk register integration with JSM
⟶ Vulnerability tracking and change control
⟶ Audit-ready change history and approvals
⟶ Essential Eight and ISO 27001 workflow alignment
Asset Management
JSM Assets implementation
⟶ Hardware and software asset registers
⟶ CMDB structure and relationship mapping
⟶ Licence tracking and renewal alerting
⟶ Asset-to-ticket linking for faster resolution
⟶ Patch status and end-of-life visibility
JSM Cloud Migration
Server and DC to cloud
⟶ Atlassian Data Centre to Cloud migration
⟶ Data integrity and workflow preservation
⟶ Phased migration planning for live environments
⟶ Post-migration optimisation and staff enablement
⟶ Cloud security and admin configuration review
Rovo for JSM
Agentic AI implementation
⟶ Rovo Service agent setup for end-to-end request resolution
⟶ Rovo Chat configuration and knowledge source integration
⟶ Custom Rovo Agent build for service workflows
⟶ Rovo Ops deployment for incident intelligence and alert correlation
⟶ Adoption strategy so agents and employees actually use it
HOW WE WORK
What a Systemology engagement looks like
1
Discovery
We map your current state — what works, what doesn't, what the organisation actually needs from a service desk platform.
Why Choose Us
We are a boutique specialist consulting team and only work with Atlassian and Blue Prism technology every day. This means we are amongst the most skilled technical team in Australia. Every client is special regardless of size and we provide a high level of service and responsiveness. Our team is located in Sydney, we don’t offshore work or use contractors.
Our focus is on understanding client requirements and situation, then designing the right solution and achieving business outcomes.
Australian based team
Responsive & contactable
Approved Govt Panel Supplier
Technically certified team
Frequently Asked Questions
-
We provide consulting, design and implementation of solutions using Atlassian and Blue Prism technologies. We also provide training and resell licenses.
-
Flexibility is our key, so we can engage in any way that you prefer. Typically customers will engage using a fixed price project, or hourly rate. We also have Support Packs which are blocks of prepaid hours.
-
Yes we are an approved supplier on many State and Federal Government supply panels.
-
We work with clients across Australia and the region, across all industries and all sizes.
