Getting Started

The ITSM Navigator app gives IT support teams a clear path to maturity—combining guided roadmaps, automated assessments, and real-time dashboards to track how effectively your organization delivers IT services. A well-structured ITSM practice is a leading indicator of efficient operations, satisfied users, and reduced firefighting.

Your choice to use ITSM Navigator shows your commitment to building a predictable, business-aligned IT service organization. We truly value your trust and look forward to your feedback as we continue to enhance the app with features that help you achieve ITSM excellence.

Let’s now get you started with using the app.

Step 1: Accessing the App:

Install ITSM Navigator app from Atlassian Marketplace.
Log into to Jira Service Management
ITSM Navigator app will now be available under the ‘Apps’ menu

Step 2: Start Page

When the app is launched for the first time, you will see the Start Page.

Here, there are two actions which can be taken.

Check out the Demo Dashboard. It is a fastest way to understand what is possible using ITSM Navigator for JSM and how effective the app is for your organization.
Create your first dashboard. Click on create Dashboard which kicks off the Setup Wizard. The setup wizard will guide you through to configure the dashboard the way you want it.

Step 3: Creating the PETE Dashboard

The setup wizard makes creating your dashboard a breeze.

Step 3.1: Connect your JSM Project

Select which JSM project you want to assess.

Step 3.2: Perform Issue Type Mapping

In this step, you select the Issue Types in your JSM project used to implement ITSM processes.

Step 3.3: Perform Activity Mapping

What it means
Activity Mapping is about connecting the actual steps your team performs (from ITSM logs) to the designed process model (the way the process is supposed to work).

Why it matters

Helps you see if people are following the process as designed.
Highlights where steps are skipped, added, or done in the wrong order.
Forms the basis for measuring process conformance.

How to do it

Select the process model (e.g., Incident Management workflow).
The system will automatically match activities to process steps.
Check the mapping and adjust if something looks off.
Save the mapping so the Navigator can use it for analysis.

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Step 3.4: Done! 🎉

That’s it! You’ve completed the wizard. If you missed anything, you can return to the configuration through the Settings option to update it later.