6 pitfalls of Atlassian ITSM solution implementations

With inflation rising, tariffs fluctuating, and IT budgets being squeezed, many organizations are opting to manage their IT Service Management (ITSM) implementations internally. 

Whether it’s a brand-new rollout or expanding an existing setup to include other departments, the thinking is often: We know the system. We can tackle it ourselves. 

But once they dive in, many teams quickly realize that implementation can be more complex, time-consuming, and resource-intensive than expected. In fact, less than half of organizations (48%) feel that their current ITSM capabilities are “great” or “good”, according to an AXELOS ITSM Benchmarking Report.

In this post, we’ll unpack the most common pitfalls teams run into with Atlassian implementations of ITSM and how to avoid them.

1. Using generic templates

For many teams, the easiest way to get their ITSM set up is to use a pre-made template for their first project. But while they’re quick and convenient, these templates are often filled with components and default configurations that won’t be relevant for your organization, with the usual Atlassian implementation framework too wide for your needs.

Tailoring these templates so they’re aligned with the objectives of your operations can also be tricky. Components are tied into schemes, and removing them means carefully untangling them from both schemes and projects. This often requires expert help, so most components never get fully removed. They pile up in the system, creating clutter that slows everything down and increases the risk of errors.

When templates aren’t fit for purpose, it leads to misaligned processes, added complexity, and tech bloat that confuses teams.

Templates also assume certain standards that won’t necessarily match your organization, like how you define severity or what hardware you use. They will also ignore your ITIL maturity, whether you’re just starting out or operating at an advanced level. An Atlassian implementation partner can help sort it out for you as well.

2) Lacking clear internal processes

Customizing your ITSM setup is nearly impossible without a clear vision and roadmap. You need to understand how your team actually operates, including what’s been done in the past, what’s being performed manually and what’s not working, to identify where tools can make things more efficient.

Maybe you’ve relied on managing everything in spreadsheets or handling intake requests through a shared email inbox. With the right setup, you can move to something more dynamic, automated, and even integrated with Knowledge Base software like Confluence. 

But before you can do that, you have to map your internal workflows to the tool so it reflects how your business actually works.

3) Missing opportunities to automate

Many teams are so used to doing things manually that they don’t realize how much can be automated. Even if they’re using several features of their ITSM platform, most are still doing a lot of heavy lifting by hand. That’s a missed opportunity that leads to wasted time, more errors, and a lower quality of service.

Certain ITSM features are optional and need to be manually turned on. These can unlock powerful functions like flagging conflicts or auto-pushing incident summaries for review. But if no one knows they exist, or how to enable them, teams end up wasting time and missing out on the full capabilities of the tool.

4) Overlooking permission set up

By default, many ITSM platforms allow for broad user access. But keeping these default settings in play can be risky. 

With no restrictions in place, it means anyone with a login can access sensitive or confidential information, as well as make changes to the platform at an administrative level. 

That opens the door to real risks. Untrained users might accidentally delete key workflows or projects. Even worse, it increases the risk of a disgruntled ex-employee doing intentional damage.

And we’ve seen it happen firsthand. One client had an employee with unrestricted access delete a custom field that held critical operational data. Recovering the data took 20+ hours and required professional help from the H3 team, all because proper permissions weren’t in place and training was insufficient.

5) Misaligning project structure

The silo mentality is a chronic issue in many organizations, and it creates serious roadblocks when setting up an ITSM platform. When teams configure projects in isolation, without considering the broader roadmap, capacity for growth, or cross-departmental needs, the result is fragmented workflows and operational inefficiencies.

We recently supported a public sector client undergoing a major expansion, helping them roll out a shared ITSM platform. We started with one service team and, over three years, onboarded six more as the client continued to grow. They’re still expanding today, and as their Atlassian implementation partner, we are with them on the road.

6) Skipping platform training

Even if your ITSM platform feels intuitive, it will still require training for consistent adoption across the organization. Small things, like forgetting to transition a task, can throw off workflows and reporting. 

Like the example above, even configuring a custom field requires proper training. Through intentional learning, teams can avoid errors and prevent data loss.

Key takeaway: Learn to walk before you can run

With ITSM implementation, we’ve found the key is to start small and gradually add functionality as it’s needed.

If your team isn’t sure where to start or needs some extra support, we’re here to help. Whether it’s a brand new implementation or an expansion, we can guide your organization through the process with confidence. 

Book a meeting with us, one of the only Atlassian implementation partners in Canada, today to see how we can help you experience a smoother, smarter ITSM implementation.