Jira Service Management administration, covered for a fixed annual fee
Service desk teams are losing people, and Jira Service Management skills are hard to hire and harder to keep. Foundation gives you a team of JSM specialists for routine administration and continuous improvement, so a resignation no longer leaves your platform without cover.
- Atlassian Gold Partner
- 200+ JSM implementations since 2012
- Delivery stays in Sydney
Two allowances a quarter, reported on a fixed cadence
Every tier runs on the same units, so you always know what a request will cost before it starts.
The ticket
A one hour task drawn from your quarterly allocation: a standard configuration change to an existing scheme, or an investigation into a configuration incident. Reuse and edits of existing configuration fit inside a ticket.
Continuous improvement
A quarterly block worked against a backlog we agree with you at the service review. New automation rules, dashboard builds, catalogue tailoring within an existing desk, and Rovo or virtual service agent tuning sit here.
Governance
A quarterly service report at every tier. Professional adds a quarterly service and performance review, where the improvement backlog is set. Enterprise adds an annual executive planning session.
Pick the level of cover your service desk needs
- Tickets per QTR12
- Continuous improvement per QTR10 hrs
- Response targetNext business day
- GovernanceQuarterly report
For a single service desk that needs its administration covered and a specialist to call on.
Claim 30% off Essential- Tickets per QTR24
- Continuous improvement per QTR25 hrs
- Response target4 business hours
- Governance+ quarterly review
For an organisation running JSM as its primary service platform, with an improvement agenda to work through.
Enquire about Professional- Tickets per QTR45
- Continuous improvement per QTR50 hrs
- Response target2 business hours
- Governance+ annual exec session
For a multi team or multi function deployment carried under one contract, with executive level reporting.
Enquire about EnterpriseThree questions, one suggested tier
Answer for your current environment. The suggestion is a starting point for the discovery call.
Ticket, improvement or project? Tap a request to see where it lands
A ticket covers work on something that already exists in your instance. Continuous improvement covers new work agreed at your service review. Anything larger is scoped and quoted before it starts.
One administrator, or a team
A fully loaded in house Jira administrator costs around $170,000 a year, and the knowledge leaves when they do. Foundation cover comes from a team, so a resignation does not stop your service desk.
From discovery call to your first quarterly review
Onboard
We baseline your instance, document the configuration and agree the scope in your service schedule.
Request
Your team logs administration tasks in JSM. Each one is assessed against the ticket and continuous improvement definitions when it arrives.
Deliver
Certified Sydney based engineers action the work within your response target, with a named senior owner across your account.
Review
Reporting each quarter, where the improvement backlog for the next quarter is agreed.
Foundation and Keystone. Keystone builds the platform: the core edition, the modules and the AI layer. Foundation is the annual service that platform continues to rest on, usually starting once hypercare ends. Foundation is also available to any JSM customer, whether or not Systemology built the original configuration.
Before you book
Do unused tickets and continuous improvement carry over?
Tickets and continuous improvement are allocated each quarter. Unused allocation does not carry over from one quarter to the next, which keeps the quarterly review focused on the backlog in front of you.
How is Foundation invoiced?
Fees are shown monthly for easy comparison and invoiced annually in advance. If your organisation needs to pay quarterly, quarterly invoicing in advance is available at a higher fee, and we quote it with your proposal.
How does the 30% Essential offer work?
New Foundation Essential contracts receive 30% off the first 12 month term: $1,260 a month, or $15,120 for the year, invoiced up front. From year two the fee is $1,800 a month ($21,600 a year). Inclusions and response targets are the same in both years.
What is the minimum term?
Twelve months, with auto renewal. Tier inclusions and response targets are confirmed in your service schedule.
What happens when a request is bigger than a ticket?
We assess every request when it arrives. Work that creates something new is drawn from your continuous improvement allowance and agreed at the service review. Larger work, such as a new service desk or an integration, is scoped and quoted before it starts.
Will you support a JSM configuration another partner built?
Yes. Foundation is available to any JSM customer. Onboarding baselines and documents your existing configuration, and configuration incident investigation is covered whoever built it.
Who does the work?
Our Sydney based team of certified JSM engineers, with a named senior owner across your account. The work is not offshored or subcontracted.
BOOK A DISCOVERY CALL
Talk to a JSM specialist about the right tier for your environment
A 30 minute call with a senior consultant. We look at your current JSM setup, the load on your team and the improvement work ahead, and recommend a tier.
We respond within one business hour
Advice from the engineers who would deliver your service
Call us on 02 9423 0038
Pricing in AUD, excluding GST. Fees are shown monthly and invoiced annually in advance; quarterly invoicing in advance is available at a higher fee. Twelve month minimum term with auto renewal. The 30% Essential discount applies to the first 12 month term of a new Foundation Essential contract; the fee is $1,800 a month ($21,600 a year) from renewal. Professional and Enterprise are quoted individually. Unused tickets and continuous improvement allowances do not carry over from one quarter to the next. Tier inclusions and response targets are confirmed in your service schedule. The in house cost comparison uses a fully loaded administrator cost you can adjust above.