Name: 7pace Timetracker for Jira: Live Demo
Start: 2025-07-18T21:09:00Z
End: 2025-07-18T21:09:35.000Z
Location: BrightTALK

Check out our channel to learn how Appfire's popular solutions are helping teams with Enterprise Collaboration, Software Engineering Intelligence (SEI) DevOps, Workflow & Automation, Product Portfolio Management, IT Service Management (ITSM), Document Management, Business Intelligence and Reporting, Administrative Tools, Agile Tools, Developer Tools, Time Tracking, Publishing, and Integrations. 

What’s the right way to define ITSM roles (and why does it matter?)

In this episode of "Beyond the flame," Appfire solution architects Ed Gaile and Dan Tombs dive into how clearly defined roles shape smarter, more sustainable service desk operations. If you’re an ITSM professional, service desk leader, or Jira Service Management admin, this one’s for you.

Ed and Dan unpack the shift from “one-person-does-it-all” chaos to structured, scalable role distribution, from L1 triage to SME escalations and global follow-the-sun handoffs. 

They share real-world examples of documentation-driven workflows, knowledge-based ownership, and role-based automations that streamline queue management and reduce burnout. 

You’ll also hear their candid take on the “not my job” mindset and how culture and metrics can solve (or spark) that issue.

Whether you're rethinking your ITSM setup or onboarding new team members, this episode offers practical strategies you can apply today.

Struggling with burnout, bottlenecks, or blurred roles?
See how top ITSM teams are solving it with role-based workflows, automation, and knowledge-sharing strategies built for scale.

Explore Appfire’s ITSM solutions: https://appfire.com/solutions/itsm

Who's minding the grill? How to break up roles on the desk | Appfire "Beyond the flame"

Every crash is a chance to get better, if you know what to do.

In this episode of "Beyond the flame," Appfire solution architects Dan Tombs and Ed Gaile break down how to prepare for, manage, and learn from downtime incidents without finger-pointing, lost credibility, or missed opportunities to improve.

You’ll hear:
- Real-world insights on downtime response and communication
- How proactive chaos testing builds resilience
- The role of automation and service ownership during a crisis
- Why transparent postmortems matter, and how to run one right
- What metrics like MTTR and MTTD actually tell you

Why listen:
Downtime is inevitable. But with the right culture, communication, and feedback loops, your team can recover stronger and even prevent the next one.

Get the inside scoop on:
- Pre-incident alerting and simulation strategies
- In-the-moment communication tips
- Post-incident learning and documentation practices
- How to turn feedback into backlog priorities

Want faster recovery, better postmortems, and fewer fire drills?

See how Appfire’s ITSM solution supports smarter incident workflows, automation, and follow-through.
https://appfire.com/solutions/itsm

Cooking without crashes: Decrease your downtime | Appfire "Beyond the flame"

Organizations are questioning the high costs, complexity, and slow upgrades of ServiceNow. Many are making the move to Atlassian Jira Service Management, a modern service management solution that delivers faster results, more intelligent automation, and more substantial business value.

In this webinar, experts from Atlassian, Appfire, and Isos Technology share real-world business outcomes from ServiceNow-to-JSM migrations and provide practical guidance to help you evaluate and plan your own transition.

What You'll Learn:

Lowering costs with transparent pricing and reduced reliance on add-ons

Achieving faster time to value with shorter implementations and automatic upgrades

Increasing productivity with stronger collaboration across teams

Improving customer and employee satisfaction with self-service and automation

Boosting efficiency through built-in AI that streamlines workflows

From ServiceNow to Jira Service Management: Lower Costs, Faster Results

Ticket prioritization shouldn’t be a guessing game. In this episode of "Beyond the flame," Appfire solution architects Dan Tombs and Ed Gaile break down what it really takes to set up a queue strategy that works for your customers, your SLAs, and your team.

You'll learn:
- Why customer-set priorities can lead to confusion
- How to use SLAs, cycle time, and product signals to guide decisions
- Ways to reduce cherry-picking and improve triage
- What automation and AI can do to support queue health
- How to manage priorities across distributed teams

Dan and Ed also share real-life stories from the field, including ping-pong ticket assignments, queue overload, and what happens when priorities aren’t reviewed often enough.

If you’ve ever wondered whether to tackle the quick win or the overdue blocker first, this one’s worth your time.

If your team’s juggling priorities, SLAs, and endless incoming requests, you’re not alone.

In this episode, we talked about real strategies for improving triage and queue health. If you're looking to take the next step with automation, smarter prioritization, or cross-team coordination, Appfire’s ITSM solution can help.

See what’s possible: https://appfire.com/solutions/itsm

Medium rare or burnt: Getting your ticket priorities right | Appfire "Beyond the flame"

What if your SLAs are green, but your customers are furious?

That’s the Watermelon Effect. And in this episode of Appfire "Beyond the flame," we’re cutting into it.

Appfire solution architects Ed Gaile and Dan Tombs are joined by Gary Blower, ITSM practice lead at Eficode — https://www.eficode.com/ — and an expert in service management transformation. Together, they break down the "secret sauce" of Experience Level Agreements (XLAs): what they are, why they matter, and how they unlock a clearer view of customer happiness beyond the metrics.

Why watch?
This episode goes beyond theory. You’ll learn:
- What XLAs measure that SLAs miss (and why it matters)
- The 3 data types you need to track (O-data, T-data, and X-data)
- How to spot (and stop) the Watermelon Effect
- When to introduce XLAs in your organization and how to start
- Real-world examples of XLA-driven decisions that saved teams time, money, and trust

If you’re stuck reporting on SLA "success" while your users keep escalating, you’ll want to watch this.

Featuring:
Gary Blower, ITSM practice lead at Eficode with 20+ years helping 200+ companies modernize service management and Atlassian adoption.

Watch now and future-proof your service strategy!

You’ve seen how XLAs cut through the Watermelon Effect. Now it’s time to act on what really matters to your service team — experience, not just compliance.

- Start measuring what customers actually feel.
- Spot pain points before they escalate.
- Bridge the gap between SLA green and user red.

Explore how Appfire’s ITSM solution helps you go from reactive to proactive, with automation, analytics, and real-world results: https://appfire.com/solutions/itsm

Because when you lead with experience, outcomes follow.

The Secret Sauce of XLAs: What are they good for? | Appfire "Beyond the flame"

On this episode of Appfire "Beyond the flame," solution architects Dan Tombs and Ed Gaile serve up:
- How KT sessions and lunch & learns can transfer knowledge
- Ways to empower agents with the right tools and training
- Building confidence from day one

Learn how to turn first attempts into lasting success.

Give your agents a head start — not a headache.
What if every knowledge transfer made your team faster, not just smarter? In this episode of Beyond the flame, our solution architects unpack practical ways to build agent confidence from day one. See how you can apply these same ITSM strategies — and get more from the Jira Service Management platform you already use.
Explore ITSM solutions → https://appfire.com/solutions/itsm

Mastering the grill:  Increasing your first time fix | Appfire "Beyond the flame"

First-time fixes are the gold standard. And they don’t happen by accident. 

On this episode of Appfire "Beyond the flame," solution architects Dan Tombs and Ed Gaile serve up:
- How KT sessions and lunch & learns can transfer knowledge
- Ways to empower agents with the right tools and training
- Building confidence from day one

Learn how to turn first attempts into lasting success.

Want more practical ways to build smarter service teams? Subscribe to Appfire "Beyond the flame" for real talk on what actually moves the needle in ITSM — from first-time fixes to agent enablement and beyond.

Mastering the grill: Increasing your first time fix

Change isn’t easy, and we've got horror stories to prove it. In this episode of Appfire "Beyond the flame," solution architects Dan Tombs and Ed Gaile unpack:
- What change management really means in modern orgs
- Examples from Atlassian Cloud, CrowdStrike, and CAB dynamics
- How to measure risk and communicate change effectively

Test out new ingredients, and learn how to make change stick.

If today’s episode reminded you how “routine” changes can quickly spiral into headline-making outages, you’re not alone. But the teams that bounce back fastest (or avoid the mess altogether) are the ones with a solid ITSM foundation.

Check out Appfire’s ITSM solution to explore smarter ways to manage change, minimize risk, and connect DevOps with real-world workflows. https://appfire.com/solutions/itsm

Because change is inevitable: What matters is how you handle it.

Changing the recipe for success: How to deal with challenges in change management

Let’s talk about lightening the load. In this episode of Appfire "Beyond the flame," solution architects Dan Tombs and Ed Gaile cover how self-service options can boost efficiency without burning out your team. You’ll learn:
- What self-serve actually means
- How to shift left with knowledge bases and automation
- Tips for setting up your team for success

Make your support smarter and your team stronger.

Ready to shift left and lighten the load? Appfire’s ITSM solutions give your team the tools to automate, deflect, and deliver better service without burning out. Explore the solution: https://appfire.com/solutions/itsm

Self serve: No waiters required — Reducing team workload | Appfire "Beyond the flame"

When a major incident hits, communication is everything. In this launch episode of Appfire "Beyond the flame," solution architects Ed Gaile and Dan Tombs break down:
- Status pages vs. Slack vs. email — what works when?
- Who sends updates, how often, and why tone matters
- The value of planning comms before an incident happens

Learn how to communicate clearly under pressure, before smoke turns into fire.

Don’t let manual tasks drag down your teams. See how Appfire’s ITSM solution can automate the grind and boost service quality. Your IT, support, and dev teams will thank you. Explore the solution: https://appfire.com/solutions/itsm

When smoke signals fly: Handling major incident comms | Appfire "Beyond the flame"

How do you lead an engineering team into the future of AI, without falling for every shiny demo?

In this fast-paced, candid session, Surya Mereddy (Engineering Manager, Appfire) walks through his shift from GenAI skeptic to hands-on builder, with David Farah (Head of Product, Flow). No hype, no hand-waving, just the real tactics, missteps, and lessons from pairing with agents, wrangling hallucinations, and figuring out where this stuff actually fits.

Surya doesn’t just manage engineers, he builds alongside them. He codes with agents, teaches prompt engineering like its system design, and stress-tests AI workflows in real production environments.

This is for anyone who is:
- Wondering what GenAI can really do and where it breaks
- Trying to upskill themselves or their team without drowning in buzzwords
- Curious about building internal LLM tools without a research lab budget
- Rebuilding trust in engineering fundamentals (version control, commits, PR hygiene) in an AI-first world
- Thinking hard about what team roles and processes look like when every dev has a "junior agent" by their side

You'll also see how Flow helped them move from vibe coding to context engineering, turning GenAI experiments into real delivery gains.

Hands-on manager's experience with Gen AI tooling

Already a market leader on Azure DevOps with a 4.5-star rating and 160+ reviews, and recognized as one of the fastest-growing apps on monday.com, 7pace transforms time tracking in Jira from a tedious chore into a seamless part of your day. Watch this live demo to see this popular time tracking add-on in action or learn more by visiting https://appfire.com/products/7pace-for-jira-atlassian.

7pace Timetracker for Jira: Live Demo

time tracking

jira

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7pace Timetracker for Jira: Live Demo

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