Service Team Health Monitor — Atlassian's 8 Attributes

Atlassian's health check for service and support teams — the eight attributes of a team that runs a reliable, customer-centred service, from a clear mandate to reporting.

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Is your service team set up to deliver, reliably?

Atlassian's variant for service, support and ops teams — where success is a reliable, customer-centred service, not a shipped project. It covers what a service team lives or dies by: a clear mandate, agreed service levels, customer focus, the right tools, partnerships and reporting. Vote each attribute red, amber or green together, and act on the reds first. Use this service team health check to spot where service quality is slipping and align the team on where to improve.

Dimensions

Eight attributes

The eight attributes of a high-performing service team, scored together as a red/amber/green health monitor.

  • Team leadership

    We have clear, effective leadership for this service team.

    • No clear leadership
    • Some leadership
    • Clear, effective leadership

  • Balanced team

    We have the right people, skills and clearly defined roles to deliver our service.

    • Gaps in skills and roles
    • Mostly balanced
    • Right people and clear roles

  • Service mandate

    The services we offer are defined and documented, with success metrics agreed with our stakeholders.

    • Undefined services
    • Partly defined
    • Defined with agreed metrics

  • Service levels

    Our service levels (SLAs) are defined and visible to the people who rely on us.

    • No agreed SLAs
    • SLAs partly defined
    • Defined and visible SLAs

  • Customer centricity

    We understand our customers, resolve their needs with empathy, and use their feedback to improve.

    • Disconnected from customers
    • Some customer focus
    • Deeply customer-centred

  • Tools and processes

    We have the tools we need, and our processes are documented with clear workflows and owners.

    • Ad hoc tools and processes
    • Partly documented
    • Right tools, clear workflows

  • Effective partnerships

    We know our vendors and partners, with key relationships and agreements documented.

    • Partnerships unclear
    • Some relationships defined
    • Key partnerships documented

  • Reporting and analytics

    We track the right service metrics and use dashboards to drive improvement.

    • Little to no reporting
    • Some metrics tracked
    • Dashboards drive improvement

When to use this health check

  • Standing up or scaling a service or support team.
  • Running a quarterly service-team review.
  • When service quality slips and you need to find where the problem is.

Tips & tricks

  • A red "service mandate" or "service levels" score usually explains the downstream pain — fix scope and SLAs first.
  • Vote each attribute together as red, amber or green, then focus your action on the reds.
  • Re-run the monitor quarterly to track whether your service team is trending toward green.

Frequently asked questions

What is the Service Team Health Monitor?
It's Atlassian's health check for service and support teams, covering the eight attributes of a team that runs a reliable, customer-centred service — from a clear mandate and agreed service levels to tools, partnerships and reporting. Teams vote each attribute red, amber or green and act on the reds.
How is it different from the project version?
The service-team variant is tuned for teams whose success is an ongoing, reliable service rather than a shipped project. It swaps project-focused attributes for service essentials like service mandate, service levels (SLAs), customer centricity and reporting and analytics.
Does it work for support and ops teams?
Yes — it's built for them. Service, support and operations teams are exactly who this monitor is designed for, since it focuses on delivering a dependable, customer-centred service.