Corptec Technology Partners, Atlassian’s leading Gold Solution & Implementation Partner and one of HYCU’s trusted cloud and SaaS data recovery partners in Australia, held its first-ever VIP Conference in Melbourne on the 22nd of May, 2025, in partnership with Atlassian and HYCU. Set to be an exclusive gathering of high-profile business leaders, Corptec was thrilled to host this one-of-a-kind event that explored what service management is going to look like — in 2025 and beyond — all the way from global ITSM trends to local impact for businesses in Australia. 

Corptec was represented by our Managing Director and Principal Atlassian Consultant, Biret Agirtan and our Senior SaaS Cloud & CRM Consultant, Shane Diprose. The other experts in the day’s panel included Chris Fok, Senior Solutions Engineer at Atlassian and Eddy Liu, Technical Sales Director at HYCU. We also had a special segment with one of our favourite customers in the non-profit space, Beyond Blue, who kindly agreed to share their success story in working with Corptec, Atlassian, and HYCU. Our team was excited by the incredible turnout of senior executives witnessed at the event and was happy to network and exchange ideas on ITSM and the future of service management. 

Here, we present some key takeaways from the conference. 

Bad Service Management: Is Your IT Service Management Keeping Pace? 

The key topic that set the tone for Corptec’s very first onsite event was ‘The Future of Service Management’. Delving into the challenges faced by modern businesses in the area of IT service delivery, our speakers attempted to give the audience a holistic perspective on the state of IT service management today. 

Specifically diving into the subject of ‘bad service management’, Shane Diprose shared an Enterprise Strategy Group study which found that one out of every 3 companies today struggles with service management and delivery. The prime reason for this is the use of outdated, legacy ITSM tools that only ‘just do the job’ without offering advanced issue resolution, escalation, or reporting capabilities. Large enterprises, in particular, report that they are facing stiff competition from smaller businesses who are quick to adopt AI-enabled ITSM solutions (such as Jira Service Management) while they still struggle with legacy tools.  

However, there are a number of other reasons that lead to poor service delivery for most businesses.  

1. Bloated Budgets

According to Shane, “Bad service management is when you see your IT budgets bloated up; when you see that you’re paying for features and modules you’d never use, and when you keep paying consultants year after year to help your teams manage service delivery in your business.” 

In fact, according to Gartner’s Guide to ITSM Platforms, it was found that 8 out of 10 IT organisations overspend on ITSM by 50%. But, where do they overspend?

• On outdated or overly expensive legacy service management tools  

• On supplementary tools or services such as DevOps tools, Sandboxes, or AI agents (since most ITSM tools don’t provide all the required functionalities)​ 

• On an under-utilised Enterprise Service Management (ESM) product stack—this includes features or modules that are never used 

Chris Fok, meanwhile, shared that Atlassian tends to see cases of poor license management among organisations, which also leads to bloated budgets—including day-to-day admin changes that result in redundant licenses being paid for. 

For example, customers who already use Confluence for knowledge management, or Jira for managing and tracking their projects, can simply extend their Atlassian licenses to include Jira Service Management (instead of using more expensive, 3^rd party tools for onboarding customers). Chris shared that it is easier and more cost-effective for Atlassian customers to natively integrate Jira Service Management with the rest of their Atlassian stack—especially since Atlassian now offers Team Work Collection—a suite of connected SaaS applications, powered by ROVO AI.  

Companies also tend to drive up costs when they employ differently skilled IT admins to manage platforms they have little knowledge about.  

Shane shares an example: “The IT person in charge of managing the active directory is, all of a sudden, tasked with being the admin for ITSM implementation and project delivery. He does not have proper training in building automations or following best practice design elements, and is therefore, ill-equipped to handle service management in the organisation. Moreover, as the ITSM platform develops and scales, and new features and functionalities are added, the internal IT admin team falls further and further behind—this leads to companies overspending on external ITSM consultants year after year​.” 

It also happens that sometimes organisations end up spending more because they underestimate the complexity or volume of IT services required by their business—these higher costs show up later when they need to scale, customise, or fix gaps in service delivery. 

2. Low Employee Satisfaction

Moving on to the next sign of bad service management, Shane shared a Service Desk Institute (SDI) report, which stated that only one-third of IT service desks worldwide measure positively on employee satisfaction.  

“This is a huge cause for concern. Poorly engaged employees can hamper your ITSM tool adoption rate and negatively impact team collaboration.”  

However, there are other repercussions as well, such as:

• High staff turnover, which can disrupt service continuity​ 

• Higher possibilities of tickets being repeatedly assigned for the same issues 

• Disrupted workflows, as well as delayed responses to customers and other stakeholders 

• High employee attrition—this leads to Increased costs in hiring and training new team members​ while leaving a devastating impact on knowledge retention​ in the organisation 

• Lack of clear ownership when it comes to tasks or issues 

Shane shared that many companies that approach Corptec for ITSM consultation report that their IT desks are seeing an unprecedented surge in ticket volumes, due to the proliferation of business apps and data. Their IT teams tend to pass on tickets to each other without any accountability and resort to the path of least resistance, leading to bad service management. 

3. Siloed Knowledge

An often-overlooked aspect of bad service management, according to Shane, was knowledge siloes within the company.  

“What do you mean by siloed knowledge? It means not having a centralised knowledge base – one where all your IT processes and best practices are documented.” 

He shared a report by International Data Corp (IDC)​, which stated that Fortune 500 companies lose at least 30 billion dollars a year due to knowledge siloes.  

But how does siloed knowledge affect your business? 

• It impedes productivity and efficiency​ 

• Your team does not have the opportunity to leverage shared resources 

• Without a single source of truth or a point of reference, your team will struggle with ambiguous ownership in case of issues, leading to friction between teams. 

• You will see a lack of clear, timely, and effective communication between your IT side and your customers. This can lead to duplicated efforts, misunderstandings, and missed opportunities​. 

• There will be inconsistencies in service quality and delivery, leading to a slow resolution time​. 

Moreover, without a centralised knowledge base, ITSM best practices cannot be implemented effectively​, leading to poor service management. 

Biret shared his perspective, “Information is power—the more information you have, the better business decisions you make. No one would argue with that. However, while teams are often willing to share knowledge when they see the value, siloes between departments still exist.” 

“For example, the sales team might have a great example to answer each customer question, but the service desk may not have access to that information. Likewise, valuable information the service team has may not make its way back to the sales team for a potential upsell or for resolving actual questions for a client. This becomes bad service management.” 

4. Slow Speed to Market 

Any business leader struggling with bad service management will likely lose sleep over slow speed-to-market. According to The State of Software Delivery’s 2024 report, unending deployment sprints can cause developer burnout, leading to a low commit-done ratio and a slow service delivery speed.  

But what does this look like in real life? 

• New tools or features take months to go live 

• Developers struggle with endless tasks, instead of rapid iterations—this obviously slows down go-live timelines and impacts innovation 

• Long-winded deployment cycles drain team capacity; tight, endless sprints put them in a constant firefighting mode​. This leaves them less time and energy to focus on quality and testing 

• Compromised quality leads to more bugs or issues in production 

• There is a higher risk of configuration errors, higher chances of a potential downtime, as well as prolonged service outages​ 

Shane gave an example, “We all know that large organisations often face challenges due to the natural evolution of business—processes change, objectives change. But sometimes, businesses push these change requests onto the operational teams, at a rate faster than they can manage (remember, they are already doing the day-to-day activities to facilitate the necessary change, along with their normal responsibilities). This often leads to a situation where the operational team is still implementing Version 1 of a solution, whereas the business has already moved on to its next goal—and is already asking when Version 2 will be ready. This undoubtedly ends up being a prime example of bad service management.” 

Looking At Atlassian’s Global Vision for Service Management 

Following Shane’s keynote speech, Chris Fok delivered a compelling keynote on “The Global Vision of Service Management”, and laid out a bold vision for the future of work—one rooted in a concept Atlassian calls the System of Work. 

“It’s a philosophy of how technology-driven organisations should work—by connecting technology and business teams to accelerate progress and maximise team impact.”  

However, the reality of modern work, he shared, was that teams are disconnected. As organisations scale and siloes grow between teams, aligning work across departments becomes harder than ever. Constant pings, confusing meetings, and information scattered across emails and chats all slow us down. Especially when teams are spread across time zones, continents, and tools. 

“Imagine what we could achieve without the noise—no more ‘What’s this? Who owns it?’ moments. That’s the gap Atlassian is helping to close, with a connected platform designed to unify teams and remove barriers.” 

What Is Atlassian’s System of Work? 

Atlassian’s System of Work is a philosophy focused on bringing technology and business teams together. The objective is to maximise team impact and collaboration, and to ensure improved productivity and innovation. 

According to Chris, the System of Work isn’t just a framework—it’s a strategy Atlassian is building directly into their platform. By aligning goals, collaborating on planning and tracking activities, and unleashing team knowledge, organisations can move faster with purpose. 

Here is what Atlassian’s System of Work philosophy focuses on: 

• Align work to goals: Set clear, ambitious objectives. Make them visible. Let them guide team priorities. 

• Plan and track work: Co-create plans, adapt quickly, and deliver with impact. 

• Unleash knowledge: Prioritise async sharing. Surface insights using AI. Reduce noise and boost clarity. 

• Use AI teammates: Embrace AI as a creative and operational partner—not just a tool. 

Atlassian’s Unified Platform: Apps, AI, and the Teamwork Graph

Atlassian is doubling down on its cloud-first vision. All of its tools—now renamed as apps—have been integrated into a single platform. This unified platform allows for seamless collaboration and workflows across Atlassian apps like Jira, Confluence, JSM, and Loom.  

The Atlassian Cloud Platform and the Atlassian Data Centre platforms are used to provide this integrated experience, and feed into the Teamwork Graph—Atlassian’s intelligent data store that unifies data across Atlassian and 100 other popular apps. The Teamwork Graph collects your work, pages, ideas, service requests, projects, and more to power smarter workflows and insights. 

The capabilities of this new integrated platform include: 

• ROVO AI for Everyone: AI search, chat, and agents now available for Jira and Confluence customers (includes 50 new ROVO connectors).

• ROVO Dev Agents: Go from Jira ticket to working code with AI-native development tools. 

• Teamwork Collection (TWC): A unified workspace combining Jira, Confluence, Loom, and ROVO AI agents for better collaboration across business and technical teams. 

• Strategy Collection: Offers enterprise-grade tools like Focus, Talent, and Align for improved planning, resource management, and scaled agile delivery. 

• Enterprise Readiness: Jira has now been expanded to support 100k users with 40+ enterprise-grade infrastructure features designed for scale, security, and governance. 

• IT & Service Team Transformation: Features include virtual service agents, AI insights, GenAI knowledge creation, AI suggestions panel for Support and Ops, root cause analysis agent, AI incident and PIR generation. 

How Is Atlassian Reimagining ITSM for the Future

Chris gave powerful examples of how Atlassian tools support every team in an organisation—from developers who “just want to get on with building,” to business teams being overwhelmed by manual onboarding or escalation processes. He shared a 2025 Gartner study, which reveals that enterprises are overspending by $2 billion on unused ITSM features (the figure is double their original prediction from 2021). Atlassian addresses this by enabling organisations to right-size their ITSM investments (and, in the process, transforming the way businesses approach IT service management). 

AI-integrated ITSM and ESM tools like Jira Service Management help organisations empower every department—HR, Finance, Legal, and Facilities—with easy-to-configure service portals, knowledge bases, and AI-powered workflows. And with features like alert grouping, suggested knowledge base articles, and automated post-incident reviews, even the most complex operational flows can be handled seamlessly. 

“This means no more Excel sheets. No more email chains. Just smart, connected workflows that deliver fast, reliable service.” 

Security & Compliance for ITSM: Tips & Strategies

Following Chris’s keynote, HYCU’s Eddy Liu took the stage to discuss the other side of the coin: “Data Recovery & Compliance in Service Management”.  

Emphasising how in today’s era of digital agility, data risks are increasing at an exponential rate, Eddy shared examples of recent, high-impact incidents that shook organisations across Australia: 

• Medibank: 9.7 million customers were impacted by a security breach. Compromised records included names, birth dates, passport numbers, and Medicare claim history. 

• Optus: A data breach resulted in the compromise of customers’ personal data, such as driver’s license numbers, passport numbers, birth dates, and more. 

• UniSuper: A misconfiguration in a third-party cloud platform caused the accidental deletion of UniSuper’s cloud account, resulting in a week-long outage that affected over 620,000 fund members. 

Eddy shared, “The sobering reality is that you are responsible for your data backup and recovery—not your cloud vendor.” 

He went on to outline five key reasons why organisations should adopt strong data protection strategies: 

• Accidental deletions: “Admins aren’t safe. Over 55% of SaaS users have experienced data loss.” 

• Malicious deletions: “It happens more than you think. 34% of customers have experienced a malicious deletion.” 

• Corruptions, bugs, and misconfigurations: “In fact, 20% of users have reported data loss from misconfiguration.” 

• Ransomware and cyber-attacks: “Be warned! SaaS applications are the #1 target for ransomware attacks.” 

• Compliance mandates and regulations: “NIS2 Directive, DORA, Australian Privacy Act and highly regulated industries require backup and recovery with testing evidence.” 

“Data must be recoverable—even if Atlassian or your cloud provider is compromised,” Eddy warned. “Backups need to be offsite, independent, and accessible under your control; not just during day-to-day operations but especially during a ransomware attack.” 

To help organisations effectively back up their customer data and ensure that their IT service management processes are secure and in compliance with regulations, Eddy shared some tips to integrate security and compliance in ITSM: 

• Understand your risk profile and the sensitivity of your data 

• Assess the suitability of your chosen cloud-based platform 

• Ensure the platform is sufficient to meet your compliance needs 

• Meet the agreed-upon data breach disclosure and notification requirements when relevant 

• Protect your endpoints through good security practices 

• Only host permitted data on your platform 

• Operate within the law of jurisdiction in which you operate 

• Set up your Atlassian products to reflect the information accessibility that fits your needs 

• Create backups of your data 

Additionally, he shares, “Here are some questions every business leader should ask: 

• Are your backup systems independent of your production environment? 

• Can you recover data if it’s deleted—accidentally or maliciously? 

• Are your data policies and retention strategies aligned with global and local compliance mandates? 

• Is your business prepared to maintain operations during a cloud outage?” 

As Eddy emphasised, “Cyber resilience isn’t just about having backups. It’s about ensuring recovery and compliance at every level—system, business, and user.” 

Atlassian’s own recommendation echoes this: 

“We recommend that you regularly back up your content and data that you store on our services or through third-party apps and services.” 

The Future? Smarter, High-Velocity Service Management 

Before wrapping up the VIP conference with a round of premium wine-tasting with our guests, Biret shared some final thoughts around how organisations can achieve smarter, high-velocity service management. 

“From a business perspective, it sounds fantastic to build a system where we build reports and centralise all information. However, its success hinges on whether the end user actually enjoys using it.  

And as humans, we are naturally driven by the path of least resistance—that is to say, if your IT guys feel the tool is difficult or time-consuming to use, or that it negatively impacts their role, they will, of course, find ways to bypass it. And this will create an ongoing power struggle.  

Don’t leave your employees stuck with an outdated tool; that will just fuel resistance. As business leaders, make sure you keep the system aligned with their needs. 

You also would have to remember that business processes evolve, data and information requirements evolve—so, your ITSM tool should also evolve with the times and your modern business requirements.  

Meanwhile, let the baker bake the bread. Allow your internal IT team to focus on their core responsibilities, while our experts work with you at an organisational level to ensure that operational changes are implemented faster and more efficiently. 

For instance, Corptec can offer you managed services to help you keep your business up-to-date and maintain your ITSM environment in a cost-effective way, without compromising on quality.” 

As a superior alternative to most ITSM tools in the market today, Jira Service Management (JSM) offers a high-velocity, AI-powered platform that promises fast time to value, enterprise scalability, and cross-team collaboration, without the cost and complexity of legacy ITSM solutions. 

And regardless of where you are in your organisational journey, adopting an advanced ITSM tool like JSM, powered with Rovo AI’s advanced search, chat, knowledge sharing, and incident management capabilities, will ensure that your service management processes are smarter and faster. 

Eager to explore how you can achieve best-in-class ITSM with Corptec? Book a free discovery session with our expert today!

As a certified Atlassian Gold Solution Partner since 2018, Corptec Technology Partners helps businesses unlock the full potential of Atlassian tools with tailored workflows, Atlassian product implementations, automation, and AI-enabled solutions using Atlassian Intelligence and ROVO AI. With HYCU as our backup partner, we ensure secure, compliant, and reliable data recovery across Atlassian applications, including Jira, Confluence, JSM, and Trello.

Get in touch with our expert today to discuss the capabilities of Jira Service Management and ROVO AI for your ITSM environment!