Jira · Jira Service Management · Confluence

Better service desks.Less frustration.

We help people get the support they need and give teams a clearer way to deliver it. Practical Jira, Jira Service Management and Confluence consultancy, from the first working prototype to launch and handover.

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What would you like to improve?

01A clearer route to supportRequests, queues, ownership and useful updates.02An existing Jira setupFind the friction and get the project moving.03The gaps between systemsConnect information and reduce manual handovers.

Experience across complex organisations

A selection of organisations supported by Bexley Thomas and our team, including engagements delivered through contracting partners.

All logos are trademarks of their respective owners. Read about our delivery experience →

Practical help, shaped around your work

Make the platform work for the people.

Start with the problem you need to solve. We bring the design, configuration and delivery experience to help you move it forward.

Jira Software

Jira that fits the work

Useful workflows and project templates.
Purposeful fields and consistent data.
Clear permissions and ownership.

Explore Jira implementation →

Jira Service Management

A clearer route to help

Requests people can find and understand.
Priorities, queues and guided approvals.
Knowledge and updates that help.

Explore service management →

Automation

Less repetitive work

Native automation and targeted scripting.
Routing, reminders and useful checks.
Documented rules your team can maintain.

Explore automation →

Reporting

See what needs attention

Team and service dashboards.
Bottlenecks, demand and service targets.
Measures tied to the decisions you make.

Explore reporting options →

Jira is getting in the way

Understand the friction, recover a stalled implementation and agree a practical plan for improvement.

Health checks & project recovery →

Our asset data needs a purpose

Connect equipment, people and services to the requests and decisions your team handles every day.

Assets & asset management →

Too much work happens between systems

Reduce copying, clarify data ownership and design handovers that can be monitored and maintained.

Integrations →

From discovery and migration to training and ongoing support.

Explore all eleven services →

Our starting point

A good service desk starts with the people using it

Where are people getting frustrated? That is one of the first questions we ask. A service should make it straightforward to ask for help, understand what is happening and reach the right person. Behind the portal, the team needs just as much clarity.

Make asking for help simple

Clear language, purposeful questions and a request journey that people can follow without knowing your organisation chart.

Give agents a clear next step

Useful queues, priorities and guided workflows that show what needs attention and help the team follow the agreed process.

Keep improving the experience

Listen to feedback, look for bottlenecks and repeat demand, and make changes that help customers and the people supporting them.

Explore our service desk approach →Get to know Bexley Thomas →

Defence Digital Foundry

Five teams. One support desk.

Delivered the Foundry Support Desk in Jira Service Management Cloud, bringing five service teams together with clear ownership, request routing, approvals and SLA queues.

Read the MoD case study →

York St John University

A stalled project, moving forward.

Helped recover a Jira Service Management implementation, creating a common portal with departmental workflows, service levels, reporting, documentation and training.

Read the York St John case study →

Explore the options

Tools to support the way you work

Browse the platform, app and integration options. We assess the right fit for your requirements, licensing and environment.

Core

Jira

Confluence

Service & Assets

Jira Service Management Jira Assets Asset records, service ownership and relationships to support service workflows. Jira Forms Structured request forms without custom field sprawl. JSM Virtual Agent Assess suitability, knowledge quality and data handling before adoption. Assets Discovery Network scanner that auto-populates Assets with device data.

Planning & Portfolio

Jira Product Discovery Advanced Roadmaps Cross-team planning, capacity & dependency mapping. BigPicture Programme/Gantt planning with resources, risks & RAID. Structure Flexible hierarchies & rollups (initiative → epic → task). Structure.Gantt Timeline/roadmap on top of Structure boards.

Jira Align

Automation & Quality

ScriptRunner Additional scripting where needed, assessed for your Cloud or Data Center setup. Automation for Jira Native rules for routing, updates, approvals and routine tasks.

Reporting & Analytics

Custom Charts for JiraAn option to assess for service and management dashboards. Dataplane Reports Fast historical reports: throughput, SLAs, trends. Xporter Export issues to DOCX/PDF using templates. Comala Workflow Page approvals & document control for Confluence. Atlassian Analytics Cross-product analytics over Jira/JSM/Confluence. Power BI Management reporting using agreed data sources and connections.

Integrations

Microsoft TeamsPlan notifications and service actions around your Microsoft environment. SlackConnect service updates and team conversations. GitHub & GitLabLink delivery work with repositories and code changes. Azure DevOpsPlan traceability between development work and Jira. Monitoring & alertsAgree which alerts should create or update service work. Business systemsAssess APIs, ownership and data mappings before connecting systems. Reporting toolsConnect agreed service data with management reporting. Figma & MiroKeep design and workshop context close to delivery work.

Identity & Mail

Microsoft Entra IDPlan identity integration, account ownership and access with your IT team. Atlassian Guard Org-level SSO/SAML, SCIM & security policies for Atlassian Cloud. Crowd (DC) On-prem SSO & directory for Data Center estates. Enterprise Mail Handler (JEMH) Advanced inbound/outbound mail parsing & routing.

Time & Cost

Tempo TimesheetsTime capture & cost centre reporting. Tempo PlannerCapacity planning & resource allocation. Tempo Cost TrackerBudgets, costs & profitability.

A selection of platform, app and integration options. We agree suitability, licensing, access and data handling for your environment before recommending a solution. Logos © Atlassian.

From the first conversation to handover

Make it real early. Improve it together.

A working example makes the discussion more useful. We build alongside discovery, test realistic scenarios and prepare the people who will run the service.

Discover & Prototype

Listen to customers and delivery teams, then build an early working version for them to try.

workflowsfieldspermissionsSLAs

Standardise & Migrate

Refine the design, test real scenarios and rehearse any migration before agreeing the rollout.

run-booksdry-runsrollback

Enable & Operate

Train the people using and running the service, with clear documentation and agreed support.

traininghealth checkschange control

Discover
Prototype
Validate
Standardise
Migrate
Enable
Operate

What we deliver

Standards & architecture

An agreed design for workflows, forms and automation.
Reusable templates with clear ownership.
Appropriate access and maintainable configuration.

Migration & assurance

Source assessment, mappings and trial migrations.
Checks on records, comments and attachments.
Cutover, recovery and post-launch support plans.

Enablement

Practical training for users, agents and administrators.
Clear guides using your own working examples.
A handover your team can build on.

Insight & governance

Dashboards shaped around operational decisions.
Agreed measures of progress and service quality.
Feedback, ownership and a prioritised backlog.

Let’s shape the right approach

Tell us what is difficult today. We will help you agree a practical starting point, build something your team can try and improve it together.

Flexible engagement. Agree the right scope, budget and delivery stages for the work you need.
Prove before you roll out. Use realistic scenarios and feedback to test the approach before wider rollout.
Built for everyday use. Clear requests, sensible permissions, useful queues and practical training.
A clear handover. Document the setup, agree ownership and define any ongoing support.

Enquire now

Prefer email? Sales@bexleythomas.com

Discovery & stakeholder workshops

Understand where users and teams get stuck, then agree priorities and what a better service should look like.

Rapid prototypes & feedback loops

Build a working version early so users can test requests, workflows and permissions while there is still time to improve them.

Standards & governance library

Keep templates, fields, access and ownership consistent, with a practical process for changing them.

Safe cutovers & hyper‑care

Agree the migration scope, rehearse the cutover, check the results and plan support for the launch period.

Role‑based training & guides

Use real tasks from your own setup to train users and administrators, backed by concise guides and walkthroughs.