If you’ve attempted a Jira Service Desk (JSD) implementation on your own or reviewed proposals from consulting firms offering to do the work, chances are a three-week implementation sounds pretty far-fetched. But I assure you, not only is it possible—it’s something we do regularly.
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Praecipio Consulting was recently named one of the first New Relic Navigators in New Relic's Partners Program. As an Atlassian Enterprise Platinum Solutions Partner, Praecipio Consulting has also developed strong partnerships and expertise with a variety of complementary technologies, like New Relic, to ensure its customers are implementing the most effective solutions.
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October 12, 2017
This is a guest blog written on behalf of Jack Harding, IT Consultant at Praecipio Consulting and Larry Brock, IT Chief of Staff at Samsung Austin R&D Center and Austin AUG Leader. Based on their presentation “The Power of Process: How Samsung Implemented ITIL” at Summit San Jose 2017.
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It's only a few days into the new year, but already we see the latest tech crazes for the next 346 days in the headlines: DevOps, ITSM, and SAFe. With Atlassian, the world's industry leaders have had great success in these frameworks (many with our expert help) and technology is producing the most ground-breaking things in human history. Everybody wants to put a proverbial man on the moon with their next release, and these are the proven methods to do so.
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As 2016 draws to a close, it's time to reflect on the past 12 months and set forth goals a.k.a. resolutions for 2017. Where do you want to be in the new year? For many, this includes adopting new technologies or new practices like DevOps. Whatever your new year's technology resolutions, we're here to help.
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Growth Through Change
"Organizations that do not or cannot evolve will not last." In the business world, change is constant and necessary, especially when it comes to meeting the dynamic needs of customers. ITIL, or Information Technology Infrastructure Library, is a methodology that helps organizations effectively manage change while putting the customer at the center of the process. ITIL prescribes processes to ensure the customer's needs and requests are handled with ease – from acknowledgement of an issue through the application and evaluation of the solution. One of the greatest values of the ITIL methodology is that it embeds continual improvement into the process. The ITIL framework can be leveraged by anyone, including non-technical teams, to better manage change and serve customers. Atlassian's fastest growing product, Jira Service Desk, facilitates ITIL adoption in an organization by encouraging traceability, collaboration, and reporting.
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The best teams sync with each other. Think of the intangible magic conjured by the Championship-sweeping Chicago Bulls of the 90's, helmed by Michael Jordan. They ran their offense to perfection, playing to the strengths of each team member and executing each step in perfect rhythm to put points on the board. Any member of those teams will tell you their success came not only from having high-performing people but from working together within an established offense, or process. Because they bought in and trusted the process, each team member knew his responsibility at all times. The team ran time-tested methodologies for getting the win, adjusting as needed after analyzing the other team's strategy. Basketball is all about strategy, process, and teamwork.
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As the holiday season approaches, my family will undoubtedly ask me the same thing they do every year - What do I want? Since I was a little kid, I've always given the same answer to no avail, my request steadfast and unchanging: I want a pony. The likelihood of my receiving a pony this Christmas is still as unlikely as it's ever been, and I ask knowing that I'll be getting pajamas, stationery, and other non-pony related items like every previous holiday. While I repeatedly ask for the pony, the regular maintenance and upkeep (not to mention storage) of a pony is more than I can handle. Believe me, I'd still love a pony for Christmas. My life and schedule might permit some allocated riding time, but I don't have the resources or bandwidth to commit to everything else that goes into pony ownership.
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Jira’s an issue tracking application, but its core flexibility and strengths mean it can become much more than a tool limited to a development group. Jira’s incredibly adept at helping teams track and accomplish tasks. Jira also has a masterful ability to manage life cycles - and it’s found great success in numerous use cases.
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Atlassian Jira's a remarkably flexible tool. For most who hear “Jira,” things like issue tracking, project management, and software development come to mind. Very rarely do people think of ITIL in relation to Jira. But then again, many don’t know what ITIL is.