ITSM Starter Pack

ITSM Starter Pack TGAU.pdf

A rapid, fixed-price implementation of Jira Service Management Cloud for organisations looking to modernise their IT service operations.

Built on the Atlassian Service Collection, this Starter Pack provides a fast, best-practice foundation for Jira Service Management.

Togetha’s ITSM Starter Pack is a two-week delivery program that equips your team with:

• A fully configured service desk

• Best-practice workflows

• Modern request forms

• Automation for repetitive tasks

• A connected knowledge base

All elements are designed using industry and Atlassian best practices.

Who This Package Is For

This starter pack is ideal for organisations that are:

• New to Jira Service Management

• Looking for a quick, low-risk implementation

• Wanting to shift from email- or spreadsheet-based IT support

• Needing a scalable, structured service desk foundation

• Planning for future expansion into automation, asset management, or HR/Facilities support

What’s Included

1. Project Foundation

• Requirements workshop (up to 2 hours)

• Review of existing support processes

• Role & permission configuration

• Project onboarding & communication plan

2. Service Desk Configuration

Your ITSM project will be set up with:

• Request types (up to 10)

• Workflow design (up to 5 workflows)

• SLAs (response and resolution targets)

• Custom fields, forms, and screens

• Request queues for efficient triage

• Automation rules (up to 5)

3. Knowledge Base Setup

• Confluence knowledge base linked to Jira Service Management

• Up to 10 curated articles migrated or created

• Knowledge base structure and categories

• Access permissions and publishing best practices

4. Email & Portal Setup

• IT support email channel

• Customer portal setup

• Brand theming (logo, colours, banner)

5. Reporting & Dashboarding

• ITSM dashboard for agents

• Manager dashboard with SLA insights

• Queue utilisation and ticket trend charts

6. Training & Handover

• 1 × Admin training session (up to 1 hour)

• 1 × Agent training session (up to 1 hour)

• Documentation package: workflows, fields, automation, SLAs

• Post-launch Q&A session