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Atlassian Solution Partner Melbourne HQ, Nationwide Service

Enterprise deployments in weeks, not months.

Design Industries delivers systematic, high-velocity Atlassian implementations from Melbourne to enterprises nationwide. Our proven methodology, refined across 200+ deployments, eliminates costly delays and delivers measurable results from day one.

Book a free platform discovery See how it works
Atlassian Solution Partner 25 years combined experience Melbourne HQ, nationwide service 200+ enterprise implementations

The ITSM challenge

Legacy service management tools create more problems than they solve. ServiceNow implementations drag on for months, cost hundreds of thousands, and still leave users frustrated. Ivanti feels like software from another decade. Internal ticketing systems create silos between IT and the business.

Meanwhile, your service teams juggle email, Slack, spreadsheets, and whatever tool someone set up years ago. Requests fall through cracks. SLAs get missed. Users give up and walk to someone's desk instead.

The difference is integration. Jira Service Management connects your service teams to development, operations, and business teams, all on the same platform, all seeing the same information.

Learn more

Why Jira Service Management?

Built for modern teams

JSM isn't a legacy ITSM tool with a fresh coat of paint. It's purpose-built for how teams actually work today.

Native Atlassian integration: connect service requests directly to Jira issues, Confluence knowledge bases, and Bitbucket deployments
Conversational ticketing: receive and respond to requests from Slack, Microsoft Teams, or email
AI-powered virtual agents: deflect common requests with Rovo-powered self-service
ITIL-aligned, not ITIL-obsessed: flexible enough to follow ITIL practices without forcing bureaucracy

Enterprise capability without the overhead

JSM gives you enterprise-grade service management, incident, change, asset, and request handling on one platform, without the cost and complexity that legacy ITSM carries. Design Industries gets you to a production-ready service desk in weeks, on a licensing model that scales with your team.

Scalable licensing: per-agent pricing with no enterprise minimums
Faster implementation: production-ready service desks in 4–8 weeks
Lower training overhead: a familiar interface for anyone already using Jira
Everything included: asset, change, and incident management built in, not paid add-on modules

How it works

Three systematic steps to modern service delivery

Platform Discovery (free)

Every JSM engagement starts with understanding your service management landscape.

Current state assessment
Requirements discovery
Quick win identification
Migration planning

Outcome: a clear implementation roadmap with scope, timeline, and investment.

JSM implementation (4–16 weeks)

Our proven methodology delivers production-ready service desks through six phases.

Discovery & design
Configuration
Integration
Testing
Training
Go-live

Typical timelines: single desk (4–6 weeks) · multi-department (8–12 weeks) · enterprise (12–16 weeks)

Investment: tailored to your scope and complexity

Transition to Digital Factory (ongoing partnership)

Your service desk needs ongoing optimisation. Digital Factory continues your journey:

Continuous improvement
Virtual agent development
Asset management
Change management

Not ready for ongoing partnership? No problem. All implementations include post-launch support.

We've trained your team for self-sufficiency, we're available when you need us.

JSM deployment options

Tailored service desks for every department

IT service desk

The foundation of modern IT service management.

Incident management
Service request fulfilment
Problem management
Change management
Asset management

HR service desk

Transform employee experience with streamlined HR services.

Employee onboarding
Policy enquiries
Leave requests
Benefits administration
Exit processing

Operations

Modernise facilities management and operational requests.

Maintenance requests
Room bookings
Vendor coordination
Safety reporting
Asset tracking

Legal & compliance

Manage legal requests with controls and visibility.

Contract requests
Legal advice requests
Compliance reporting
NDA processing
Matter management

ServiceNow alternative

Many organisations come to us weighing JSM against ServiceNow. For most, JSM delivers the service management capability that matters, with native developer integration and a modern interface, delivered and owned by your own team rather than a dedicated platform function.

Factor ServiceNow Jira Service Management
Developer integration Requires middleware Native Jira integration
User experience Complex, dated interface Modern, intuitive design
Platform ownership Dedicated administrators required Your team owns the platform

Where Design Industries makes the difference

Proven patterns: battle-tested JSM configurations across government, financial services, and enterprise, refined over 200+ Atlassian deployments
Migration experience: teams moved onto JSM from ServiceNow, Ivanti, Zendesk, and legacy ticketing without losing their history
Systematic delivery: our Formula One methodology gets service desks live in weeks, cleanly configured, with no technical debt
Knowledge transfer: your team owns and runs the platform when we are done; we are there when you need us, not because you cannot operate without us

Note: ServiceNow remains a strong fit for extremely large, complex enterprises with dedicated platform teams. For most organisations, JSM reaches value faster with far less overhead.

Request a personalised comparison

Why Design Industries for JSM?

25 years combined experience

We've deployed Jira Service Management (and its predecessor, Jira Service Desk) across government, financial services, healthcare, and enterprise clients.

Proven patterns: battle-tested configurations for common use cases
Integration expertise: connected JSM to SAP, Workday, Active Directory, and dozens of enterprise systems
Migration experience: transitioned teams from ServiceNow, Ivanti, Zendesk, and legacy tools

Formula One precision

Like everything we do, our JSM implementations follow systematic methodology.

Rapid delivery: production-ready service desks in weeks, not months
Clean configuration: governed setup without technical debt
Knowledge transfer: your team owns the platform, not us

We know Jira Service Management – let us get your team up to speed

Every team has their own unique customer service processes – DI's experts will spend time with you to understand these and ensure Jira Service Management works to increase your productivity and collaboration.

Install Jira Service Management with best-practice configuration sets and workflows

You stay in the driver's seat while we build an Atlassian system to propel you to greater productivity, profitability and efficiency using the power of Agile.

Learn more about best configuration practices

Procure the right JSM licensing package for your needs

Need a clearer picture of your Atlassian licensing set-up? Worried your team don't have the tools they need? We can help!

Integrate it into your existing workflows

Integrate it correctly with other Atlassian tools such as Jira

Learn more about Jira

Train your team on foundation skills and insider secrets

You've got an amazing productivity platform – now your staff need to be trained to the highest standard to use it to its full potential. We can also provide your teams with ongoing support and continual improvement to maximise your productivity and ROI.

Learn more about our training services

Already using JSM?

If you already have Jira Service Management but it's underperforming, Platform Discovery is still your starting point. We'll assess your current configuration and identify optimisation opportunities, whether that's a focused improvement project or an ongoing Digital Factory partnership.

  • Free initial consultation
  • No-obligation assessment
  • Response within one business day
  • Melbourne HQ, clients nationwide
Book Platform Discovery

Frequently asked questions

How long does a JSM implementation take?
A single service desk (IT, HR, or Facilities) typically takes 4–6 weeks. Multi-department rollouts run 8–12 weeks. Enterprise-wide with asset management takes 12–16 weeks. We'll give you a precise timeline after Platform Discovery.
Can JSM replace ServiceNow?
For most organisations, yes. JSM delivers comparable capability at a fraction of the cost and implementation time. ServiceNow remains appropriate for extremely large, complex enterprises with dedicated platform teams, but that's a minority of organisations.
What about our existing tickets and data?
We migrate historical data from your existing system where valuable. This includes open tickets, asset records, and configuration items. We work with you to decide what's worth migrating versus archiving.
Do you support HR, Facilities, and Legal service desks?
Absolutely. JSM works well across any internal service function. We've deployed service desks for HR, Facilities, Legal, Finance, Marketing Operations, and more. Each has tailored request types, workflows, and automations.
How does JSM integrate with our existing tools?
JSM connects natively with all Atlassian products and integrates with Slack, Microsoft Teams, email, and hundreds of other tools. For enterprise systems, we build custom integrations to AD, HRIS platforms, asset databases, and more.
How do I get started?
Book a free Platform Discovery. We'll assess your current service management landscape, understand your requirements, and provide a clear implementation pathway with timeline and investment. No obligation.

Can't find what you need? Go to our Support Center or Contact us

Getting started

At Design Industries, we adopt systematic precision and speed of F1 teams, where every detail matters. Like in Formula One, we apply strict accuracy and fast iteration to our implementations. Each tweak counts, and every day offers a chance to improve.

01

Platform Discovery (free, 45 minutes)

We assess your current service management landscape and identify your optimal implementation pathway.

02

Implementation proposal (48 hours)

Receive a detailed proposal with scope, timeline, methodology, and investment.

03

Implementation delivery (4–16 weeks)

Systematic deployment through all phases. Your service desk is live before the quarter ends.

04

What's next (ongoing)

Transition to Digital Factory for ongoing optimisation, or operate independently with the foundation we've built.

Book Platform Discovery

What our customers say about us

"Design Industries are dynamic and great at tailoring Atlassian. We've worked with them for years; I'm always confident they can support our development with enthusiasm, professionalism and benchmark support."
Matt Lecchi
Global IT Operations Manager
"Michael and the Design Industries team have done an incredible job managing the scope and stand-up of our Atlassian instance. The rigour and detail in their process and documentation is incredible."
Dave Keating
Chief Operating Officer
"We reduced a number of tools across regions that caused miscommunication and inefficiency, bringing everyone into a single platform. By using the DI Configuration Patterns, we rapidly scaled Atlassian from 500 to 7,000 users, at the bare minimum doubling the efficiency of our teams, who are working on core bank payment systems such as our .com."
Paul Anastasopoulos
Platform Manager

Our clients

 
 
Australia Post Honda Viva Energy Australia La Trobe University ANZ

Other services

Not the right service for you? How about these other ones. As certified experts and a Solution Partner, we streamline workflows, unite teams, and drive agility across organisations.

Digital Factory

Your service desk needs ongoing optimisation, automation expansion, and workflow refinement. Digital Factory keeps JSM performing at its best.

Partner with Digital Factory

AI Fast Start

Activate virtual agents and AI-powered self-service to deflect common requests and improve resolution times.

Explore AI Fast Start

Confluence Consulting

Build a knowledge base that powers self-service and helps agents resolve requests faster.

Learn about Confluence

Let's talk about your service
delivery

Whether you are moving off a legacy ITSM tool, consolidating service desks across departments, or standing up your first proper service desk, our Melbourne-based team is ready to help.

No obligation. No sales pressure. Just a straightforward conversation about your service management environment.

GET IN TOUCH

Talk to our Melbourne-based team

No obligation, no sales pressure.

hello@di.net.au
1300 73 63 63

A Melbourne-based engineer will reply within one business day.

Book Platform Discovery

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