Questions, answered plainly.

Nothing. All three macros, every feature, no licence tiers and no per-user cost.

It is free because it is not the business. ITSM Ltd is a service architecture practice; this app exists to be useful to the people we already work with, and to be inspectable evidence of how we think about service records.

No. It has not been submitted to the Atlassian Marketplace yet, and it has to pass Atlassian’s review before it can list.

Press “Tell me when it lists” and you will hear from a person on the day it does. That is someone adding a line to a text file, not a mailing platform — there is nothing to unsubscribe from, because there is nothing else you will ever be sent.

No, and here is the wording rather than a reassurance: version 1.x is free, permanently, with no user tier and no feature held back. If there is ever a 2.0 that is not free, nobody is forced onto it and the 1.x you installed stays free and installed.

No. The app declares no remote services, no external permissions and no OAuth scopes at all — permissions.scopes is an explicit empty list in the manifest. There is no fetch, no analytics, no telemetry, no content delivery network and no external font.

A test in the repository sweeps the manifest and every source file on every run and fails the build if any of those appear. It is a token sweep rather than a proof, and the app’s own documentation says so plainly rather than selling it as a guarantee.

In the macro, on the page. Each macro keeps one JSON document in its own configuration parameter, which is part of the page like any other macro parameter.

That is why page history, page copy, page move, templates, space export, restore-from-trash and page restrictions all work with no code on the app’s side: the data is part of the page, so whatever Confluence does to the page it does to the record.

Nothing is retained, because there was never anything held outside your pages. The app uses no Forge storage of any kind.

The macro content stays in your page source. Reinstalling the app makes those macros render again exactly as they did.

Not yet, and we will not say otherwise. The app is designed to qualify: it runs entirely on Atlassian infrastructure, holds no data of its own and calls nothing external.

One criterion is genuinely unconfirmed. Atlassian also asks that an eligible app use data-residency-enabled Forge storage or app entity properties, and this app uses neither — it stores nothing outside the page’s own macro configuration. Whether that is treated as meeting the criterion is untested.

The badge is granted by Atlassian against forge eligibility, run on a production deployment. That has not happened. When it has, the security page will say so and name the date.

There is no separate app permission. Anyone who can edit a page can insert, configure and remove these macros on it, and any licensed, signed-in user who can view the page can see them.

Page restrictions therefore work exactly as they do for the rest of the page. Guests and anonymous viewers are not enabled.

No. There has been no third-party penetration test, no CAIQ Lite questionnaire and no SOC 2 or ISO 27001 certification.

What there is instead is an app with no server, no database and no network calls. The source is proprietary and the repository is private, so a source review is not something we can offer; every answer on the security page is traceable to a line of the manifest or the code, and we will answer any of them in writing.

Yes. Each macro supplies its content as a real table — headings, paragraphs and header cells — so the export is text, not a picture of a table.

One honest trade-off: declaring an export handler replaces Confluence’s higher-fidelity PDF path with the renderer Word also uses. A real table in both was judged better than a polished image in one.

Dates are written day-first, as “27 Sept 2026”. An export cannot choose the page size or orientation, so a RACI matrix whose role names cannot fit a portrait page whole is exported with the roles’ initials as its column headings and a Roles key above the table. The page itself keeps the full names.

Yes. An empty matrix can start from a template for any of the 34 ITIL® 4 practices — 14 general, 17 service and 3 technical management — in RACI or RASCI. Each fills in the roles, the activities and their letters. The picker is alphabetical, and finds a practice as you type.

Every template is tested to raise none of the app’s own warnings, keeps separate duties separate, and gives every accountable letter to a single named role rather than a team or a board. It is a starting point for a workshop, not an answer: the template is never stored, so what you save is an ordinary matrix you can change entirely.

Your work is kept. Confluence closes a configuration dialog on Esc or its own × without asking the app, so the app saves what you typed rather than lose it. The only way to throw changes away is Cancel, then Discard changes.

A configuration the app could not read is never saved over, however the dialog is closed.

Yes. Every colour, space and radius in the macros is an Atlassian design token, so the macros follow the reader’s Confluence theme without the app knowing which one is in use.

Rendered macros are responsive and read well on the Confluence mobile app; wide tables scroll inside the macro rather than stretching the page, and a RACI matrix keeps whole words in its Activity column while the role columns scroll.

Configuring a macro is a desktop job. The dialogs were built for a desktop screen, and a phone is the wrong place to fill one in.

No. This app is not affiliated with, endorsed by, or certified by PeopleCert International Ltd or AXELOS. All definitions and descriptions in this app are original work and are not reproduced from any ITIL publication or glossary.

The macros are aligned with practices ITIL 4 and ISO/IEC 20000 describe — that is a statement about their shape, not about anyone’s approval.

No. Each macro instance stands alone. There is no cross-page reporting and no space-level roll-up, because doing it properly would mean reading pages the app currently has no permission to read — and asking for that permission would cost the app the thing that makes it easy to approve.

Not in this version. It is on the list.

A RACI holds up to 15 roles and 60 activities. A service review holds up to 40 KPIs and 40 improvement actions. A service level targets table holds up to 12 priority targets.

The caps are there because a matrix wider than fifteen columns stops being readable on a page, not because of a storage limit.

No formal audit has been carried out and there is no VPAT.

What has been done is visible in the code: status is never carried by colour alone — the letter sits inside the RACI label and the word sits inside the RAG lozenge; an overdue action gets a labelled “Overdue” badge rather than a colour change; no two controls in a dialog share an accessible name; confirmations are inline rather than a second modal competing with the host dialog for focus; and character limits count user-perceived characters, so a cap cannot cut an emoji in half.

The app’s own documentation also publishes the accessibility limits of the UI Kit components it is built from, rather than hiding them.

No. It is a Forge app, and Forge runs only on Confluence Cloud. There is no Data Center build and none is planned.

For a single matrix on a single page, a table is a perfectly good answer, and we would rather say so than pretend otherwise.

Three things a table cannot do. It cannot tell you that two roles are accountable for the same activity, or that an action has no owner. It cannot guarantee the exported PDF matches the page, because a table in an export is whatever the exporter makes of it. And it cannot stop somebody quietly deleting the “support hours” row six months from now — a macro has a shape, and a table has whatever is left in it.

Three things a table can do that this cannot: it is indexed in Confluence search, it can be edited on a phone, and it has no vendor attached to it. Weigh them honestly.

Your records stay where they are: inside the pages, in the macro’s own configuration, in your own Confluence instance. Nothing is held anywhere else, so there is nothing to get back from us.

Being straight about the failure mode: an unmaintained Forge app can eventually stop rendering if Atlassian deprecates something it depends on. If that happened, the macros would show Confluence’s placeholder and the stored JSON would still be in your page source, readable and structured, but no longer drawn as a table.

The stored shape is one JSON document per macro under a single configuration parameter, with a schema version. Ask and we will send you the schema, so your team can extract every record without us.

We cannot promise you that, and any vendor who does is guessing. What we can tell you is what does not depend on the answer: the app has no server to switch off, no subscription to lapse and no data of ours to lose. If we disappeared tomorrow, every record you had made would still be in your pages tomorrow.

ITSM Ltd, a UK service architecture practice registered in England and Wales. The work is designing service management that survives contact with the organisation it has to run in — the practices, the roles, the reporting line, the parts nobody wants to own.

These three macros are the small, giveable version of that work. The app is not the business, which is why it is free and why there is no plan to charge for it. If the harder version of the problem is the one you have, you now know how we think about it before paying anybody anything.

A Term Hint inline macro, cut from 1.0 to keep the three core macros at the quality bar rather than shipping four at a lower one. An apologies field on the Service Review Record, because governance evidence routinely distinguishes who attended from who sent apologies. Spreadsheet import for RACI. A sticky first column on very wide matrices.