A reason for every question
Forms should ask for information that helps someone take the next step. Queues, priorities and updates should make the work easier to understand.
About Bexley Thomas
People first.Practical by design.
We help organisations make work simpler for the people asking for help and the teams delivering it.
Led by Peter Brown and based at Fuel Studios in Norwich, we are a small, hands-on Atlassian consultancy. We bring together service design, Jira and Confluence expertise, technical delivery and delivery management.
The people behind the work
Work directly with the people designing and delivering your solution.
What we believe
Frustration tells you where to look.
If someone cannot find the right request, has to repeat themselves or keeps chasing an update, that tells us something about the service.
The same is true for the team providing support. Unclear priorities, awkward handovers and repetitive admin all get in the way. Making life easier on both sides is where we start.
What you can expect
Close to the detail.
Clear about the purpose.
We stay involved from the first conversation through to configuration, testing and handover. The decisions we make need to work for the people who will live with them.
Tools chosen with care
We start with the capabilities you already have. Apps, integrations and AI need a useful purpose, with licensing, maintenance and data handling considered from the outset.
A team ready to take over
Clear ownership, practical training and useful documentation are part of delivery. Your team should understand the solution and feel confident running it.
How we work
Make it real early.
Improve it together.
A working example makes a conversation much more useful. We prototype alongside discovery, so people can try the approach, challenge the assumptions and help shape the result.
Explore our services →Understand the work
Listen to users, agents and service owners. Follow real examples and agree what needs to improve.
Build something people can try
Put an early version in front of the team. Test the request, the handover and what happens when things do not go to plan.
Refine and prepare
Use feedback to improve the design. Check permissions, rehearse any migration and prepare the people using the service.
Hand over clearly
Document the setup, agree ownership and confirm the support arrangements for what comes next.
The people behind the work
Meet the team.
A small team with complementary expertise in service design, Atlassian configuration, technical delivery and delivery management. We agree the delivery team and responsibilities around your engagement.
Founder & Atlassian Specialist
Peter Brown
Peter leads discovery, service design and delivery, combining hands-on Jira expertise with business analysis and a close focus on the customer experience. His recent work includes the Ministry of Defence Foundry Support Desk, bringing five service teams into JSM Cloud. He works with users and agents to turn complex processes into clear, practical workflows.
Peter@bexleythomas.comAtlassian Specialist
Vikki Cooke
Vikki specialises in workflow automation, portfolio reporting and helping teams work effectively at scale. She led the Jira transformation at Compare the Market, introducing standards that supported more than 90 teams. Her focus is on consistent, useful data and practical ways of working that teams can sustain.
VIkki@Bexleythomas.comAtlassian Technical Specialist
Nick Corbett
Nick works alongside Peter on technical design, configuration, troubleshooting and delivery. His experience includes Compare the Market, York St John University and Adarma, with work spanning Jira Service Management, automation and Assets, including laptop allocation workflows. He brings a background in SaaS support and skills in JavaScript, HTML/CSS and SQL.
Nick@Bexleythomas.comDelivery Manager
Sachin Raut
Sachin supports delivery planning, stakeholder engagement and project coordination. He helps turn workshop findings into a clear plan, keeps track of actions, risks and dependencies, and maintains communication between the delivery team and the client. His involvement is shaped around the needs of each engagement.
Sachin@Bexleythomas.comOur experience
Practical delivery in complex organisations.
Our work spans government, higher education, financial services and other organisations where a clear, dependable service matters.
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
Getting a stalled project moving.
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 →Further experience includes Compare the Market, the Home Office and The Economist.
Explore all case studies →Tell us where the friction is.
A difficult process, a stalled project or a service that could work better. Let’s work out where to start.