Praecipio Consulting

Praecipio Consulting


Recent posts by Praecipio Consulting

6 min read

Cloud the New Frontier

By Praecipio Consulting on Oct 17, 2022 10:00:00 AM

 

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The NIST Definition of Cloud Computing is "a model for enabling ubiquitous, convenient, on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction."

Is your cloud a place where platforms of services share a set of common security and monitoring tools linked to a data lake that safely and compliantly stores information such that you can rapidly create and introduce a new feature or service? If yes, welcome to the digital cloud age. If not, you need to reconsider where you are on your journey and accelerate the path to cloud and digital. While hybrid strategies will exist for the next few years, Gartner believes that by 2025, most organizations will operate out of the cloud with limited personal capacity.

The cost of maintaining your infrastructure is becoming prohibitive, but more importantly, no longer making sense. Where do you want your financial resources allocated: keeping the lights on or generating innovation? The COVID pandemic has forced your customers and staff to rely on internet-based services. SaaS and the cloud are now the only viable technology strategy. The way you work should no longer be underpinned by software you write, but instead provisioned by trusted partners (Cloud Service Providers – CSP). The only exception is for unique products associated with your organization, but even then, these should be supported by the cloud. To read about some frequently asked cloud migration questions and our expert advice, check out this eBook.

 

Cloud challenges and opportunities

A useful analogy is thinking of your migration as a journey to a new land. You will encounter a variety of obstacles along the way, but when you arrive, the benefits will more than reimburse your effort. 

Your journey must adopt these five principles to be successful:

    • Relentless customer and staff usage focus with frequent feedback
    • Never forget that continuity and sustainability of the business is a daily requirement (not an annual test)
    • The shiny tools are not the solution. The culture of technology is what leadership must embrace and portray
    • Data is king, and all of your design-thinking must be on how to obtain information safely that leads to the creation of quality and secure services
    • Agility is fact-based decision-making on a real-time basis, which can now be performed by AI and cloud services

Cloud is a subscription-based model, so you must understand how and when you will be charged. Think of a mobile phone. If used in your locality, it is inexpensive but utilized elsewhere, and you will get an unpleasant surprise at the end of the month. In order to be more cost-effective, consider these questions: 

    • Should I rewrite the applications, or is there benefit to lift and shift them?
    • If lift and shift, will this result in technical debt shortly?
    • Should we stop supporting our custom-built applications and instead use SaaS (cloud and internet)?
    • Do we have the skills to move to the cloud, and if not, how do we obtain them? Partnering with a CSP is a possibility, but we also want to avoid vendor lock-in.

It is easy for cloud initiatives to fail as the organization rushes towards automation and references architecture models without considering the impact on services, data flows, and security. You must learn how to take advantage of your CSP optimization offerings. Pilot, test, assess, understand, revise, and complete the move is the flow must be encouraged in small but rapid steps.

Software is the tool that underpins the way you work and services a customer or member of staff. Therefore, moving to the cloud does not begin with assessing what applications are in use but instead with how you want to work to take advantage of digital services. When you look at your applications, you can lose the ones that no longer fit with your future and apply the savings to cloud provisioning and skill training. 

Your new culture requires technology skills across all levels to remain in business. Your move to the cloud will impact budgeting, funding, procurement, HR, marketing, and other processes. CSP's and coaches can help you begin your journey acting as guides to highlight how to circumvent obstacles or take advantage of shared services. No single CSP will provide everything you want, so ensure that your strategy is flexible enough that you can blend their capabilities with your requirements. 

Currently, your applications probably do not provide you with real-time information on usage, cost, demand, and issues. Cloud services, no matter the source, all give this ability, which allows you to receive notifications that are customer and technology relevant, enabling rapid scaling to occur. Consider the news stories on organizations that have not planned for customer demand and therefore crumble under requests' weight. You need to scale up and down as necessary to service your customers and staff.

In your current infrastructure environment, you would never consider turning anything off until it was needed. Cloud finds this action expected: the development environment not in use, so turn it off. Even completely disassemble and reconstruct it when needed at the push of a button. Think of the savings as you consider the new ways of using cloud services.

Applications are no longer disparate pieces of code but instead modules of software that can be used by various users. Your services need to be blended such that a platform in the cloud can deliver them. Instead of hundreds of applications, think of 20-30 platforms (services or products) that your staff and customers need.  Build them with a mix of SaaS and your own software based in the cloud facilitated by APIs, service catalogs, microservices, and containers. Those that adopt a platform strategy see savings 30-40% faster than those that move applications in other manners.

The cost of cloud is not in what you place into it but instead is priced on the way you utilize data. Your information is the essential asset after your employees in your organization. Careful consideration on what data you have, you need, how it is shared when it is archived, and how long, the rapidity of retrieval and all compliance rules must be part of your information cloud planning. Get it wrong, and you might find your data in a location that breaches local government rules resulting in a hefty fine. 

DevSecOps is the data and platform design thinking that makes the cloud safe. Using zero-trust platforms ensure the best protection and cost model. Your security practices are now software modules embedded in your platforms to ensure that compliance is being met at all times. Test this rigorously and frequently. Trust nothing in your software until it passes these tests. Only by automating work and data flow wrapped around secure software can you keep your organization and customers safe. Cyber first thinking is mandatory to avoid hackers, data loss, and compliance breaches.

Cloud scalability is a push button or automated. The good news is then that what you need can be provisioned when you want it. The bad news is that this capability is not free. Think carefully as to how and when scalability will be allowed. The same goes with business continuity, whereby an outage can trigger the use of another location within seconds. This is not a given CSP service, and you must carefully plan and test (often) for its use.

Cloud encourages collaboration across your management team to work together to achieve the advantages of this technology. Cloud is no longer solely IT's domain, instead being an organization commodity for business product-platform owners. As such, avoid misuse with guardrail type governance. Avoid vendor lock-in by ensuring that your products can be quickly migrated to another CSP if required. Remove the human middleware where possible in your processes and rely on abstracted automation.

Conclusion

Moving to the cloud is a complicated journey. Learning from a cloud expert like Praecipio Consulting can help ease that complication and turn it into a flexible, tailored approach to your migration. We create custom migration plans to fit your organization's size so you can focus on the work that matters most. If you're looking to stay agile, deliver exceptional customer experiences and keep up with today's digital business infrastructure, drop us a line and jumpstart your Atlassian cloud migration.

Topics: cloud atlassian-cloud cloud migration
3 min read

Beyond ESM: The Enablement of Digital Workflows

By Praecipio Consulting on Oct 6, 2022 11:30:00 AM

One of the biggest shifts in IT service management (ITSM) over the last half-decade has been the push for Enterprise Service Management (ESM), where proven ITSM capabilities are extended to other parts of the organization to improve operations and outcomes. You can read more about the benefits of enterprise service management here.

There have undeniably been great successes in many ESM strategies to date. That said, there’s one thing still holding it back — its name.

What’s wrong with “enterprise service management”?

The name makes sense, right? Right!

Well…

To a certain point, at least.

ESM is the use of ITSM capabilities across the enterprise, so “enterprise service management” is an easy sell to those who know what it means. However, that group may be smaller than some might expect, which is where the pushback starts.

Enterprise service management is unknown outside of IT

“Enterprise” is, simply put, an IT-way to refer to the organization as a whole. It’s not something that has caught on quite as much in all other departments, though, especially those where “enterprise” already has a separate, distinct meaning. This can make pitching ESM tough, as its success hinges on other business functions buying into it.

Ultimately, the business functions that are seeking help to improve their operations and outcomes aren’t looking for “enterprise” service management. Instead, they’re looking for digital transformation and a quick-and-easy way to introduce much-needed digital workflows to their operations.

An individual in human resources (HR) may not have read or heard about HR’s need for “ESM”. What they will have been subject to, though, is a constant push to “digitally transform HR operations” and that “new ways of working demand digital workflows.” This messaging is most likely coming from both external and internal sources, too, meaning the recipient is often very familiar with it. 

This is why it’s time to talk to potential customers of ESM in the language that they’re expecting — and wanting — to hear.

Let’s not underestimate the critical business need for digital workflows

Your organization and its many business functions, having so far weathered the storm of the global pandemic (and its commercial and operational impact), are likely looking for a solution to support new ways of working. For many, the need for this solution has doubtlessly been accelerated by now-distributed, rather than centrally-located, employees and teams.

For any business function needing help with issues or opportunities such as:

  • The inefficiencies and failures of its manual operations
  • Missing enablement elements such as self-help tools and knowledge management
  • The workflow and working issues caused by remote working
  • The lack of insight into demand, performance, service quality, and outcome delivery.

It’s time to think beyond “enterprise service management” and speak about the ready-made solutions to these needs using terms that non-IT personnel will know and understand.

These business functions, teams, and employees all need the power of digital workflows and everything that can come with them. Things like rules-based and AI-assisted automation, self-service catalogs and chatbots, knowledge management, notifications and alerts, platform-based bespoke workflow/app creation, and other capabilities that are readily available and extensible in modern ITSM tools will help to vault your functions and teams to the level needed — if you can get each to buy in. Check out this blog to learn how to create buy-in with teams in other departments.

Let’s talk about enabling digital workflows going forward

None of this diminishes the opportunity and power of “ESM” — it just comes down to how the solution is sold. It’s time to start packaging it as “digital workflows” or “digital enablement” instead, selling the power of ESM to other business functions using the language they expect (and perhaps want and need). This will ultimately be an easier way of helping each improve their operations and outcomes. Check out this eBook to learn about ESM use cases for diverse business teams including HR, Legal, Operations, Marketing, and Sales.

If your organization and its business functions need fast access to flexible digital workflows, then let's connect.

Topics: workflows itsm digital-transformation enterprise service management
7 min read

Cloud Versus Data Center: Exploring Use Cases For Both Solutions

By Praecipio Consulting on Sep 2, 2022 10:00:00 AM

Atlassian offers many products to help you increase your productivity, including Atlassian Cloud and Atlassian Data Center. Though both Atlassian Cloud and Atlassian Data Center give you access to a full stack of Atlassian tools, they serve different purposes depending on the needs of your organization.

 Atlassian Cloud is a managed and hosted solution, meaning Atlassian handles all required infrastructure and hardware for you. By maintaining and hosting your infrastructure for you, Atlassian Cloud helps you innovate faster with less management required.

Atlassian Data Center, in contrast, requires a self-hosted environment, meaning you have an on-premise center that you maintain, upgrade, and secure. Although you have to perform these management tasks yourself, Atlassian Data Center promotes flexibility and enables you to build a custom-tailored solution.

Both versions of the Atlassian suite include core applications like Jira SoftwareJira Service ManagementConfluence, and Bitbucket. However, some applications like Trello and Opsgenie are available with Atlassian Cloud only, while others, like Bamboo and Crowd, are only available in Atlassian Data Center.  

Whether Atlassian Cloud or Atlassian Data Center is the best choice for your organization depends on your use case. This article highlights use cases where Atlassian Cloud or Atlassian Data Center would serve you better, helping you decide between Atlassian Cloud and Atlassian Data Center.

Atlassian Cloud Versus Atlassian Data Center: Use Cases

To understand the differences between Atlassian Cloud and Atlassian Data Center, you can compare the features, accompanying stack of Atlassian tools, and infrastructure management requirements for each solution. However, it’s also helpful to compare the use cases for each solution and understand how their capabilities and limitations match up to your organization’s business goals. 

 

Atlassian Cloud

 

Global Product Teams

Globally-distributed product teams need tools that enable collaboration without adding friction. Atlassian Cloud tools like Jira and Confluence let remote teams brainstorm, plan, and track the development of new product features from anywhere, on any device, without requiring anyone to sign into a company VPN to use on-premises tools.  

Security and Governance

Integration with Atlassian Access means Atlassian Cloud apps work seamlessly with your existing single sign-on (SSO) and identity management infrastructure. Atlassian Cloud is compliant with strict regulations like PCI DSS, SOC 3, and GDPR, so you can spend more time being productive and less time worrying about compliance and governance.

Reliability

Global enterprises need tools that work 24 hours a day because downtime is expensive. Atlassian Cloud offers service level agreements (SLAs) up to 99.95 percent — meaning your productivity apps are always available when needed. 

Looking to Leverage Cloud-Only Atlassian Tools

Some Atlassian tools are only available in Atlassian Cloud, such as: 

  • Trello for lightweight project planning and collaboration
  • Opsgenie for IT incident response and on-call management

 

If applications like these are essential parts of your organization’s workflows, Atlassian Cloud is an ideal choice.

 

Atlassian Data Center

 

Requiring More Infrastructure and Environment Control

Large, established teams that require more control over their infrastructure than Cloud offers can use Atlassian Data Center. While Atlassian Cloud offers excellent flexibility, Atlassian Data Center lets you control how and where you run your applications. Atlassian Data Center is the ideal choice if you require a traditional on-premises deployment or want to deploy to a private cloud. 

Additionally, if you’re working in an industry that requires a high level of control and security, like a government agency or financial institution, using Atlassian Data Center would be an ideal solution because it gives you tighter environmental control and customizability to maintain security and meet regulatory conditions.  

Retaining Customizations Over Time

Atlassian Data Center is the best choice if your teams are moving from previous versions of Jira Software or Confluence and you want to retain customizations built into your products over time. Many long-time users of Atlassian applications have built deep integrations between these apps and internal line-of-business systems. Making those integrations work with Atlassian Cloud may range from difficult to impossible.

Adding New Customizations

Organizations looking for more customization options to meet their exact business needs without sacrificing performance or security are better-suited to Atlassian Data Center. Although Atlassian Cloud offers many integration points via APIs, on-premises Atlassian deployments are easier to integrate deeply with the rest of your enterprise’s applications. 

Needing to Meet Compliance Criteria

Organizations with strict compliance and regulatory requirements may not be met by Atlassian Cloud’s capabilities (though note that Cloud does support SOC2, SOC3, and PCI DSS). 

 

With Atlassian Data Center, you are fully responsible for managing your system’s security and ensuring it stays compliant with industry regulations. This means additional work for your organization, but that application security and compliance are as strict as you need.

 

Thinking Long-Term About a Cloud-first Future

Migrating to the cloud offers notable long-term benefits, including server savings of 30 percent, which is due to right-sizing servers, IT cost savings of 20 percent, and giving your organization a competitive edge by enabling staff to spend more time on strategic, business development tasks and less time on infrastructure maintenance and planning. These benefits have led to widespread cloud adoption, with Gartner predicting that more than 50 percent of IT spending will shift to the cloud by 2025.

Although you can use Atlassian tools in your data center, migrating to Atlassian Cloud offers additional benefits that help future-proof your business and enable you to get the most out of Atlassian tools, including: 

  • Improved team collaboration and easier access to Atlassian experts if you need support, training, or mentoring.
  • Reduced IT resource costs associated with maintaining your in-house infrastructure.
  • Better scalability to meet peak demands without downtime; data centers cannot be easily scaled vertically like SaaS.
  • Get faster time to value with Atlassian’s latest apps, features, and integrations. You can use the newest apps and features as soon as they are available rather than waiting for an upgrade cycle.
  • Moving your Data Center products to Cloud means you can take advantage of Atlassian’s SaaS-only tools.  

 

Conclusion

Choosing between Atlassian Cloud and Atlassian Data Center is not always a clear-cut decision. It’s important to fully understand what you’re looking to achieve by using an on-premise or Cloud-based solution and what tools each solution offers to help you meet your goal.

Migrating to Atlassian Cloud reduces costs, minimizes maintenance times, and enables you to develop faster. However, performing a migration can be challenging, especially if you’re not starting with a fresh instance. You must migrate your users, apps, and data, meaning the chances of downtime and overall complexity are high. Similarly, when working with Atlassian Data Center, you take on significant maintenance, security, and configuration responsibilities. Though this independence provides you with more control over your instance, it also means you don’t have direct support from Atlassian if there are any problems with your infrastructure.

Fortunately, you’re not alone. Praecipio Consulting is an Atlassian Platinum Partner, and we’re ready to help you select — and implement — the best Atlassian solution for your enterprise. Contact Praecipio Consulting to help guide you through the journey of a successful migration to Atlassian Cloud or Atlassian Data Center.

 

Topics: reliability security cloud compliance data-center atlassian-cloud
3 min read

Why ESM Should Be Part Of Your Business Strategy

By Praecipio Consulting on Aug 22, 2022 10:00:00 AM

You need effective communication across your organization’s departments to boost productivity and service delivery. Managing workflows, operations, and complaints in a growing workforce can be challenging, especially when dealing with siloed teams. Rooted in IT Service Management (ITSM) principles, Enterprise service management (ESM) is one of the most effective frameworks for managing collaboration and improving efficiency across IT and non-IT workflows. 

The Service Desk Institute found that in 2021, 68 percent of organizations employed ESM strategies and that 80 percent of those organizations accelerated their digital transformation in 2020 with the help of ESM processes and tools. This widespread use of ESM is driven by its ability to manage and encourage corporate collaboration by providing an efficient portal for real-time communication and resource monitoring — ultimately boosting productivity.

Benefits of Adopting ESM in Your Business 

There are numerous advantages to adopting ESM, but today, we’ll discuss five of these benefits.

Reduce Operational Costs

Having many support personnel on the payroll will inflate the cost of running your business. ESM has incorporated tools like chatbots, virtual assistants, and smart analytics to significantly reduce the number of staff required to manage employee and customer issues. Additionally, automation can reduce maintenance and training costs by making workflows more efficient.

Improve Customer Experience

Satisfied customers are the key to meeting business objectives. One way to improve customer experience is by offering fast and real-time responses to inquiries. It’s difficult to guarantee a fast response time when your company is over-dependent on human interaction. 

ESM technologies use artificial intelligence (AI) to handle basic customer inquiries and complaints, helping to ensure that no customer issues are missed and that customers have access to support when they need it. Additionally, using ESM can help to ensure that all of your teams play an active role in delivering value to your customers and that the customer experience is treated as a top priority across your organization.

Improve Department Efficiency

When the departments in your company operate efficiently, the overall productivity of the enterprise increases. ESM provides effective collaborative and communication tools that can be used among departments, reducing or eliminating the need to manually print and distribute memos or reports.

 ESM also helps in task monitoring to keep up with project specifications and due dates. You can use project management tools backed by automation to handle corporate tasks, including scheduling and resource monitoring. This can greatly reduce unnecessary human errors and oversights and minimize the time and financial investment in performing repetitive, manual management tasks.

Reduce Siloing 

ESM helps to reduce or eliminate siloing among teams in an enterprise. One of the leading causes of overall low productivity and performance in the enterprise is poor interaction among team members. When teams work independently vs. collaboratively, status reports may not always be communicated, and business objectives could hold different weights — or shift entirely — from team to team.

ESM offers a fast and efficient interaction among unit members. Using a central line of communication helps different teams interact with each other and offers a space to share relevant documents, analyses, and workflows. Plus, our experience shows that employees like working collaboratively within a single system.

Improved Incident Management

Managing emergencies and unexpected challenges is difficult, but it’s easier when you apply ESM capabilities. ESM tools like Jira Service Management have AI-enabled capabilities and automation incorporated into the management processes. This means that incidents are quickly flagged and the appropriate mitigation protocols are initiated.

Conclusion

In today's fast-paced business world, teams everywhere are experiencing growing pains due to disparate tools and delayed decision-making. ESM enables organizations to break down silos, drive business agility, and deliver high-velocity service experience, leading to increased customer and employee satisfaction. 

To learn more about where ESM fits into your business strategy and for guidance on how to adopt ESM, contact Praecipio Consulting.

Topics: incident-management itsm jira-service-management enterprise service management
7 min read

Atlassian’s Jira Service Management Tool

By Praecipio Consulting on Aug 18, 2022 10:40:00 AM

As the management and structure of enterprises continue to evolve, more and more companies are jumping on the modern business management approach and setting up enterprise service management (ESM) platforms. In fact, a 2021 industry survey found that most businesses use IT service management (ITSM)  practices outside of their IT department. 

With more innovation and technology come novel business models, new workflows, and an expansion in staffing. While this expansion is exciting, new challenges arise when it comes to cross-departmental collaboration, as teams run the risk of trapping themselves in silos. According to a 2021 report of aggregated data from 4,200 organizations around the globe, ITSM helped teams adapt to remote work, enabling them to resolve tickets 23 percent faster while working away from the office. 

Atlassian’s Jira Service Management (JSM) is an ITSM solution that streamlines workflows and enhances the collaboration of developers, IT operators, and other departments within a modern organization. While initially oriented toward ITSM and DevOps practices, JSM has grown into a powerful solution for implementing ESM strategies as well. ESM empowers every employee — regardless of whether they work in IT — with the right tools to communicate and collaborate.

Managing Work with Atlassian’s Jira Service Management

Atlassian released JSM in 2020 as an improvement to traditional service desks. With more ITSM functions to help departments of all shapes and sizes, JSM takes the concept of service desks to the next level. 

Traditionally, service desks are the point of contact between a service provider (IT department) and the service user (employees seeking IT help). The implementation of ITSM principles makes it possible to offer IT as a service, creating a streamlined process that enhances the user experience, regardless of the service user’s level of tech knowledge. 

IT service aside, Atlassian’s JSM solution also enhances DevOps workflows by allowing continuous feedback between the production team and customers throughout the entire development lifecycle. With automation and an open communication channel, JSM empowers DevOps teams by managing support tickets, client reviews, and incident reports all in one place. 

Applying these ITSM techniques to the rest of the business structure and using ESM throughout the company are fundamental to modern multi-departmental businesses. Fortunately, Atlassian’s JSM solution provides a single platform for ITSM and ESM capabilities. Let’s look at some core features and explore how they help you enhance productivity, visibility, and quality of service.   

Request Management

JSM enables you to manage requests by consolidating data from emails, messaging apps, your service desk, and other mediums. Machine learning (ML) technology groups these requests into actionable categories for your team to process. ML can help workers respond to tasks up to 15 percent faster by using past data. 

JSM enables you to build an intuitive service desk that’s easy for your employees — even those with limited tech knowledge — to navigate and streamline requests to make them easier to handle. 

Atlassian’s JSM also offers a ready-to-use knowledge base to help you set up a self-service portal quickly and efficiently. This enables your employees and clients to get answers to commonly asked questions without going through a live agent, saving you time and resources. 

For example, consider how request management can benefit your human resources (HR) department. Instead of manually processing every leave and vacation request, your employees could submit their requests through the service desk and watch the approval status. Setting up this user-friendly ESM platform can improve your HR department’s efficiency, keep your employees informed and improve the employee experience. 

Incident Management

Atlassian’s JSM solution is a boon to incident management, covering everything from escalation to communication to analytics, helping make your DevOps teams’ lives easier. 

JSM mediates critical incidents by immediately notifying the correct teams to start working on resolutions. You can open chats using Slack or Microsoft Teams and set up video meetings to collaborate with your colleagues without leaving your ESM platform. Additionally, JSM enables you to link support tickets to the incidents, keeping everything organized on a consolidated platform. You can keep everyone on your team and your clients up to date about incidents with notification options such as email, SMS, and push notifications. 

JSM also provides detailed reports and analytics throughout the incident management process. With these reports, you can pinpoint the cause of incidents and keep track of your teams’ progress as they work to resolve them.

Suppose a system fails, leading to downtime that impacts the customer or employee experience. JSM facilitates the incident management process by centralizing and filtering alerts from monitoring, logging, and CI/CD tools. This ensures teams respond to issues quickly while avoiding alert fatigue. Additionally, you can customize on-call schedules, routing rules, and escalation policies to handle alerts differently based on their importance and origin.

Problem Management

JSM simplifies problem management by grouping related incidents to identify repetitive issues, helping you launch investigations to determine the root causes and assign the right people to fix problems. 

By providing a clear overview of the entire process and all the related incidents, JSM helps you find resolutions and minimizes any potential lasting consequences of the problem. Reports and analytics can also identify if any issues are recurring and where they start, ensuring you can tackle them at their roots. 

For example, your general operations team can benefit from JSM’s problem management ability. By grouping all the incidents into broader categories and providing you with reports to see the big picture, this platform can help you streamline your problem-solving processes throughout your organization.

Change Management

When it comes to developmental changes within your company, problems may arise as you shift your team members from one methodology to another. Atlassian’s JSM empowers your teams by providing risk assessments and managing approval workflows. 

JSM automation can score the risks of a change to determine the level of risk and whether it qualifies for automatic approval for implementation or requires escalation for review. You can also assign specialized authority to specific teams on the approval line, so everyone understands their responsibilities. Delegating specialized authority will, in turn, help you avoid bottlenecks during your change process.

For instance, JSM’s change management capabilities can help your IT operations team by providing change requests with full context about a change, the teams involved, and any related work. JSM delivers a single view of information about CI/CD tools, affected services, risk scores, and required approvers. By providing everything the team needs to know on one ESM platform, your IT operations team will always be able to make optimal decisions with clear ideas about the impacts of these decisions.

Asset Management

Atlassian’s JSM solution offers a flexible system to help your teams manage assets of all kinds. These can include everything from equipment to employees. 

JSM keeps track of inventory and data for auditing and organizes the details to help you make informed decisions to tackle incidents. Because all the data is directly in Jira, it’s easy for teams to access the information they need to manage, maintain, upgrade, or deploy any asset. 

While asset management is crucial for the IT department, other teams can also benefit. For example, HR can use this open database structure to keep track of all the employees within the enterprise and stay on top of each person’s salary, vacation dates, status, and more. 

Configuration Management

JSM supports configuration management by giving you complete visibility into your projects and assets. With dependency mapping, you get a clear picture of the entire project lifecycle to assess risks, resolve problems, and quickly get to the root cause of any discrepancies. And with JSM automation, you can also automate status updates, create new tickets based on changes, and add new assets.

For example, JSM’s configuration management can help you minimize change risks by giving developers a clear view of which configurations and services may be affected by the change. And if there are any problems, teams can address them quickly with the valuable insights provided, as JSM keeps track of all incidents and changes. Additionally, because all updates to configuration items are tracked automatically, JSM can save you a lot of time when audits come around. 

Knowledge Management

Atlassian’s JSM solution’s knowledge management capability provides a single source of knowledge, so your employees and clients retain near-immediate access to accurate, adequately documented information. 

By leveraging the power of Confluence, JSM encourages self-service by providing users with an easy-to-use access point to relevant instructions and articles in your database. Self-service empowers your teams to be more self-sufficient and saves your service team time. 

JSM’s machine learning algorithm also ensures that search results are specifically for your users. Additionally, JSM offers statistics to determine which articles solve the most problems and where there might be knowledge gaps you can fill.

For instance, consider your legal team’s applications of JSM and Confluence as an ESM solution. With a knowledge management platform that offers detailed articles on commonly asked legal questions, team members outside this department can stay informed and get their questions answered before contacting the legal department. If they do have to reach out to the legal team, JSM offers a self-service platform that enables clients to check the statuses of their legal requests without having to locate or take time away from their legal team members.

Conclusion

Atlassian’s JSM platform is a one-stop solution for your ITSM and ESM needs. Although Atlassian originally oriented JSM towards IT service management and DevOps practices, you can apply Jira Service Management’s capabilities to a wide variety of workflows throughout an organization. More than just a service desk, JSM has everything you need to help your teams manage their work and empower every department to provide a high-velocity service experience. 

From request management to knowledge management, it’s time to step into the future by implementing ITSM practices in every corner of your enterprise. Ready to leverage Atlassian’s JSM to support your ITSM and ESM strategies?

Reach out to Praecipio Consulting, an Atlassian Platinum Solution Partner, to learn how we can support you journey to unlocking the power of ITSM and ESM in your organization.

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Topics: atlassian service-management tools itsm jira-service-management enterprise service management
6 min read

Why Jira Service Management Makes it Easy for Teams to Manage Work

By Praecipio Consulting on Aug 4, 2022 11:30:00 AM

It’s no secret that happy customers mean better business. On average, a delighted customer contributes 2.6 times more revenue than a slightly satisfied customer, and up to 14 times more revenue than an unhappy customer. In the real world, 84 percent of companies that focused on enhancing and improving their customer service reported an increase in their bottom line. Making a conscious effort to ensure smooth and satisfying customer service experiences is well worth it for your enterprise. 

Providing great service experiences starts on the inside — happy employees mean happy customers. Businesses with engaged and satisfied workers outperform their competitors by up to 147 percent. Therefore, it’s essential to look at ways to set your teams up for success.

This is where Enterprise Service Management (ESM) and IT Service Management (ITSM) come in. ESM is the application of principles to all departments of an organization. Whereas traditionally, ITSM best practices were used solely by IT teams to provide service, ESM uses these strategies to empower every team. With a proper ESM platform, businesses can streamline their workflows in all departments and provide a better service experience for their customers. After all, productive and collaborative teams contribute directly to delivering better and faster service.

Built for all types of enterprises, Jira Service Management is Atlassian’s end-to-end service management solution that helps your teams set up efficient service desks, enhance process visibility, and break down the silos that tend to isolate different departments. With a vast selection of third-party applications and services, you can create and customize your service desk to fit your unique business model.

Simplifying Work Management

There are many components involved in setting up a cohesive work management system. Let’s take a look at a few examples.

Service Desks

Service desks connect service providers and users. In the traditional sense, service desks typically refer to the system in place to help customers. However, as discussed above, providing support to your employees and ensuring their satisfaction is just as important. So in the modern age, you can think of service desks in the context of ITSM and ESM. 

service desk, in this case, refers to the point of contact between the employees (service seekers) and the IT team (service providers). The team provides many services, including:

  • Incident management
  • Service request management
  • Knowledge management
  • Self-service
  • Reporting

These are just some of the solutions a service desk can offer, and yours will be unique to your business. However many you may employ, keep in mind the goal is to provide high-quality service for your employees so they can, in turn, provide an excellent service experience for your customers. 

Visibility

With so many teams working alongside each other with their own goals and processes, it is easy to lose track of the larger picture. That’s why setting up a system to give you and your teams a clear view of your projects and systems is so important. 

Visibility enables managers, team leads, and team members to quickly see the stages of various tasks and act accordingly to reach their goals. And having a clear view of where incidents may be and the status of each employee can help you develop solutions and implement actionable steps based on real-time data. 

Jira Service Management enables you to have a clear view of incidents by providing an open and collaborative platform. You can link and sync issues and service tickets in Jira and incorporate data from the wide selection of ITSM tools, giving every team a clear view of the processes within your company.

ITSM

The ongoing management and implementation of ITSM infrastructure is necessary for all modern businesses. The International Data Corporation (IDC)’s research shows that organizations that use ITSM practices to set up modern ESM platforms are consistently outperforming their competitors. 

They outperform rivals because modern service management systems streamline collaboration by facilitating efficient incident management and cross-departmental collaboration. As a result, businesses that implement these systems can better equip their employees, speed up their internal IT service turnaround times, and provide better customer service experiences. 

This is where Jira Service Management can help. Jira Service Management can set your business up for success because it is an end-to-end, fully functional, and customizable ITSM solution. Jira Service Management is your one-stop shop for all your ITSM needs, from asset management to advanced escalation processes to analytics and more. 

To fully adapt to your unique business structure, Jira Service Management offers many ITSM integrations. Let’s look at some of the top performers on the market:

ScriptRunner for Jira

ScriptRunner is at the top of the automation market. It’s an all-in-one solution to automate, customize, and extend your Jira functions. Using Groovy scripting, ScriptRunner enables you to automate bulk actions, build workflows, create scripted fields, and much more. 

Jira Misc Workflow Extensions (JMWE)

JMWE allows you to tailor your workflow to fit your unique work processes quickly. With a collection of 30 plus point-and-click post-functions, JMWE gives you the ability to build and automate your workflows without the need to know code. 

Email This Issue

Email This Issue lets you keep in touch with your fellow employees and customers without needing to use a separate email client. With Email This Issue, you can process emails, upload attachments, and send Jira issues easily to anyone inside or outside your team to facilitate clear and timely communication in every department. This streamlined communication solution is a great tool to improve the service experience of your clients. 

Time in Status

Time in Status helps you identify bottlenecks in your workplace. With so many departments managing multiple projects, it’s only natural for complications to arise. This integration enables you to identify problem areas by reporting how much time you spent on each issue, who’s responsible, and where the incident is stuck — allowing you to tackle obstacles quickly. Time in Status is valuable for preventing your employees from running in circles and ensuring an excellent service experience for your customers by promptly resolving their problems.

These are just some of the many ITSM integrations you can make with Jira Service Management. Check out the marketplace to find endless possibilities which can upgrade your ESM platform. Want to learn more about how ITSM practices deliver value faster? Download your copy of our eBook below.

How ITSM Drives Business Transformation

Download your guide to empowering teams & delivering value faster

 

Conclusion

Running a successful business means providing excellent service experiences for your customers. And that starts by empowering your teams with a good ESM platform. More than just a service desk, JSM has everything you need to help your teams manage their work and empower every department to provide a high-velocity service experience. 

From incident management and triaging service requests, it’s time to step into the future by implementing ITSM practices in every corner of your enterprise. Ready to leverage Atlassian’s JSM to support your ITSM and ESM strategies? Contact Praecipio Consulting, an Atlassian Platinum Solution Partner, to learn more.

Topics: itsm jira-service-management enterprise service management
5 min read

Atlassian Cloud Migration Webinar Q&A

By Praecipio Consulting on Jul 22, 2022 1:15:00 PM

No cloud migration is created equally, and because there are several factors to consider when planning your migration, it can all feel overwhelming. As an Atlassian Specialized Partner in Cloud, our goal is to help guide you through the messiness of migrations and develop a path that fits your specific business needs and leads you to a successful Atlassian Cloud Migration.

Our team of migration experts recently hosted a Q&A-style webinar about the most common issues they see with cloud migrations and provided their insights about moving to Atlassian Cloud. Below is a list of all the questions that were asked and the answers that our team gave.

 

Q: What is the easiest way to determine if all the add-ons are still in use in the system prior to the cloud migration/test?

A: Have Praecipio Consulting run a database query.

 

Q: How do I migrate from Server to Cloud? What are the options?
A: Outside of a custom solution, there are 3 potential methods of migrating server data to cloud.

  1. Leverage the Jira and Confluence cloud migration tools developed by Atlassian.
  2. Run a full site export/import.
  3. Use an add-on like Configuration Manager for Jira from Appfire.

Of these options, Atlassian only supports 1 and 2, and 2 will be deprecated as a supported method in the near future. None of these methods are perfect, there are pros and cons to consider for each, and potentially have additional objects and elements that would have to be solutioned for.

 

Q: Do you see any challenges with having a hybrid environment with, for example, a Cloud Confluence linked to an on-prem Jira?

A: The main challenge to a hybrid approach is going to be related to security. In order for the applications to communicate rules and allowances will need to be put in place between the cloud site and the internal network. If the current scenario is that both Jira and Confluence are on-prem, and Confluence is migrated to Cloud, there are some additional challenges to consider with existing issue links between the two that would have to be overcome depending on the migration method.

 

Q: How to deal with SSO for our partners whom also have different IdP at their end on Jira Cloud configured with Atlassian Access SSO.

A: When talking about Atlassian Access, the main consideration you have to take into account is that in the server setting, all user accounts belong to the individual application, but in cloud, all accounts are Atlassian accounts and exist independently from the cloud sites. This allows a user to have permissions on multiple sites but potentially be governed by a different organization. If you have partners that you wish to grant access into your cloud site, and they have their own SSO policy in place, you can freely grant them access without any impact to your current user base.  As an example, for our customers we frequently leverage our @praecipio.com accounts, which we have managed by our own IdP.

 

Q: 1. Do you have any automated way to clean up an on-prem instance of Jira before migrating to cloud, things like filters and boards that belong to legacy projects that no longer exist?

2. Can the ability to have team-managed projects be disabled to ensure teams do not create a mess and stick to enterprise standards?

A: 1. We have developed several scripts and queries over time that can be used to help identify orphaned boards and filters, but this process is seldom completely automated and often requires additional input and context.

2. Yes, in cloud there is a global permission associated with who can create team-managed projects.

 

Q: When it comes to merging of Jira Server projects into an existing Cloud instance (where the projects are replacing previous existing projects), is there a preference of whether going on-prem to cloud or go to a cloud instance and then go cloud to cloud?  Or is that hop unnecessary? Do you have a preference as to whether to use Appfire's cloud migration tool or Atlassian's native migration tool?

A: Going from server to cloud and then cloud to cloud is more than likely going to be an unnecessary hop, but this depends largely on the migration method and the context surrounding the environments involved. We tend to leverage Atlassian's cloud migration tools when possible to gain the benefit of having support from Atlassian, but there are scenarios where Appfire's Configuration Manager for Jira needs to be leveraged, especially if there's a more complex instance merge happening.

 

Q: When migrating Jira from on-prem to cloud, is there a way to migrate a project without its data (i.e. keep issue types, dashboards, etc BUT not the issue tickets)?

A: This functionality does not exist natively within the migration toolset developed by Atlassian, but it is certainly a scenario that could be accomplished. There are several factors that would have to be considered such as preference of data archival.

 

Q: Do I need to have Atlassian Access to use the claim domain?

A: Yes, Atlassian Access is required to claim domains and set up authentication policies, including the use of SSO.

 

Whether you're looking for a speedy, low-cost migration or have complex enterprise requirements, we have a path for you. While the journey to Atlassian Cloud comes with its fair share of challenges, our experts are equipped with a deep understanding of migration intricacies and have helped hundreds of enterprise organizations successfully move to cloud. With our team as your guide, start planning your migration with confidence. Watch the full webinar on-demand!

Topics: webinars cloud configuration atlassian-cloud cloud migration
5 min read

6 Things To Consider When Building Salesforce Apps

By Praecipio Consulting on Jul 18, 2022 10:01:00 AM

To keep up with the fast-paced digital landscape, businesses depend on software for carrying out day-to-day business operations, connecting teams, and simplifying workflows. This probably explains why the global application development software market is anticipated to reach $733.5 billion by 2028.

After helping some of the world’s leading brands drive business innovation with our custom software solutions, we've learned a thing or two (or six!) along the way about building custom software that keeps teams and their tools connected. Specifically with Salesforce, our applications and integrations (whether those be specific customer use cases or general ones via the Atlassian Marketplace) have brought systems together, increased productivity, and empowered sales teams to win more deals

Through our experience with developing custom solutions for the world's leading CRM platform, we've identified some key things to consider to help get you started when building Salesforce apps.

#1 – Hit the Trail(head)

Salesforce is a big, well-established environment. There’s a lot you need to know about the REST API, the development process, and packaging and distributing your applications. The Salesforce Developer Training available at https://trailhead.salesforce.com provides free training courses along with sandbox environments to do the exercises. It’s a great way to quickly come up to speed on the topics you need to know more about.

The courses are not limited to development topics. If you need to learn more about using Salesforce or just want to understand the ins and outs of the Partner program, the Trailhead is the place to go.

#2 – The REST API is nice

The Praecipio Consulting development team does a lot of integration work, helping our customers improve their workflows by connecting different systems together. We work with many platforms, and have seen many APIs that are REST in name only. Often these are thin wrappers over an older XML API, or they don’t handle relationships in a RESTful fashion. Salesforce gets it right. The API is clean, consistent, and easy to use.

The API also provides a lot of useful metadata, which can help you make your software exceptional. When working with any object, you can get a list of all of the object’s fields, the labels for those fields (which may have been customized or localized), each field’s type, and whether a field is required or not. For any field whose value is selected from a list, there is an API call to return the list of valid values for the field.

#3 – Leverage a library for your stack

While the API is well-designed, it is large and feature-rich. Starting from scratch can be daunting, and you might not even be aware of some of its features. Instead of rolling your own code, take advantage of open source projects that wrap the API in your language. To achieve this, we use the Restforce Ruby GemSimple Salesforce is a well-regarded Python customer, and jsforce is available for JavaScript developers.

#4 – Deploy with the force (CLI)

Books, tutorials, and Trailhead courses on Salesforce development typically have you developing in the Salesforce GUI. There are times when that is valuable. The Developer Console provides a REPL that is handy for testing out ideas and debugging problems.

However, if you are like most developers, you have invested a lot of time getting your development environment just the way you like it. Fortunately, it is possible to integrate the Salesforce development process into just about any workflow. The folks at Heroku, a Salesforce company, have developed a Command Line Interface called Force, that allows you to interact with Salesforce using an API, instead of the GUI. You can upload and download templates and code, test snippets, view logs, inspect and change settings, plus much more. You can do just about anything you could do in the Salesforce GUI and while doing it in a scriptable, repeatable way.

#5 – Not all Salesforce instances have API access

Salesforce offers a number of editions, each with different pricing and features. One of the features that is not available on the lower cost plans is API access. Trying to access the API of an organization with the Contact Edition, Group Edition, or Professional Edition will raise an error. It’s also possible for the administrator of other Editions to turn off API access. Full details can be found in this article.

However, it is possible for a developer to get API access in these editions, which bring us to our final expert tip.

#6 – Managed packages and unmanaged packages. Choose wisely.

One of the topics that can be confusing for new Salesforce developers is Packages. It’s an important topic to understand because your choice can limit who can use your application and how.

Packages are ultimately bundles of customizations created by you that other Salesforce users can install into their organization. You customize a Salesforce instance and then, using a Salesforce-provided tool, you package up those customizations and publish them.

Once you have created a package, you can simply share a link to it. This is then considered an Unmanaged Package. Alternatively, you can submit that package to Salesforce for review, after which it will be published as a Managed Package, available in the Salesforce AppExchange.

Pros of Unmanaged Packages

  • Free to create.
  • Can be released at any time.
  • You can sell them directly to your customers.

Cons of Unmanaged Packages

  • Not in the AppExchange, you have to market directly to your potential customers.
  • Some companies will not install Unmanaged Packages, preferring only Salesforce approved applications from the AppExchange.
  • As noted above, API access is unavailable in some Salesforce Editions.
  • No automatic upgrades. If you make changes, your customers will have to manually install the new version.

Pros of Managed Packages

  • Customers can find you in the AppExchange.
  • Automatic upgrades are available.
  • Salesforce manages payments and licensing.
  • Full API access for all Editions. Editions of Salesforce that are not normally allowed to use the API are granted access for Managed Packages.

Cons of Managed Packages

  • Setup cost. The review process for a Managed Package includes a security review, which is expensive and time consuming. If your application will be free, this fee is waived, but you still must complete the security review.
  • Review time. The initial review process can take several months.
  • Salesforce takes a percentage of all sales through the AppExchange.

Ultimately, it’s a business decision. If you want to be in the AppExchange or have API access to all Editions of Salesforce, then you will need to have a Managed Package. However, if you want to move fast, sell directly, and avoid upfront costs, then an Unmanaged Package may be for you.

What's Next?

Still feel like you need some guidance on your custom development initiative? The award-winning team at Praecipio Consulting can bring our Salesforce expertise and software development best practices to your next project. Let us know how we can support your organization and help design innovative solutions that scale with speed of your business.

Topics: rest-api salesforce workflows integration software-development custom-development
2 min read

Praecipio Consulting’s Innovative AI-Powered App for Jira Cloud: Intelligent Image Classifier

By Praecipio Consulting on May 31, 2022 10:51:43 AM

blogpost-display Image-herro_Blog - Image Classifier

As machine learning and artificial intelligence continue to transform the way we use our technology platforms, the potential for innovation skyrockets. Praecipio Consulting’s Intelligent Image Classifier for Jira Cloud takes Jira’s existing automation to the next level through intelligent image recognition. Developed as part of Atlassian’s global Codegeist hackathon using the revolutionary Forge development platform, Intelligent Image Classifier enables teams by bringing the power of artificial intelligence to Jira. 

Award-winning App Combines AI and Automation to Boost Service Quality

With Intelligent Image Classifier, teams are able to automatically classify issues using multiple artificial intelligence algorithms, based on the AWS Rekognition platform. The app improves user experience in searchability, automation, and issue classification by filtering based on detected text or content within an image attached to a Jira ticket.

When asked about the origins of Intelligent Image Classifier, VP of Software Services Phil Maddaloni said, “Given our work with machine learning and AWS and our dynamic expertise within the Atlassian ecosystem, it was a perfect fit for us to apply these skills in a way that would add significant value for end users.”

Praecipio Consulting has discovered many use cases for the Intelligent Image Classifier, but the initial need was brought to the company by a local municipality. This customer wanted to improve service to their residents by identifying certain types of “work items” within their town, and classifying them based on content attached to tickets submitted through their Jira Service Management portal.

Improved Customer Service through Intelligent Image Classifier

We’ll explore a common application of this app with the story of Mrs. Smith and her cat, Mittens:

Mittens climbed the tall oak tree in the backyard, and now she’s stuck! Mrs. Smith quickly takes action, snapping a picture of Mittens and submitting a ticket with the picture through the municipality’s Jira Service Management platform. Intelligent Image Classifier automatically starts processing information. The app scans the picture of Mittens and recognizes the animal, even picking up text from a nearby street sign and adding that to the ticket. It automatically assigns the ticket to Animal Control’s service desk. Animal Control immediately dispatches a vehicle to the scene to rescue Mittens. Intelligent Image Classifier saves the day, streamlines the process, and Mrs. Smith is a happy citizen.

Later, the municipality completes an annual review of how its Animal Control department performed, and how many calls were serviced. To do so, an Atlassian administrator quickly and easily searches keywords like “cat”, “dog”, “animal”, “coyote,” etc. to find how many issues were automatically tagged with these keywords.

Future Uses with Image Recognition

In addition to image recognition and issue tagging, Intelligent Image Classifier can scan images for file types and integrate with Jira’s existing automation to incorporate into issue filters and customize Agile boards. Soon, the app will be able to automatically hide detected specific content based on targeted words and images. These use cases all improve overall user experience and security.

Praecipio Consulting is dedicated to developing innovative software for our customers, and we are excited to be recognized for our Machine Learning and Artificial Intelligence capabilities by one of our most innovative and foundational partners, Atlassian. To learn more about how Praecipio Consulting can help your team propel innovation through exceptional software development and custom apps like Intelligent Image Classifier, contact us today!

Topics: automation artificial-intelligence marketplace-apps jira cloud
5 min read

Hassle-Free Atlassian License Management with Praecipio Consulting

By Praecipio Consulting on May 31, 2022 10:05:47 AM

blog_licensemanagement_Blog - License Management-1

Designed to scale with enterprise needs, the Atlassian platform offers flexible licensing models to support all levels of software deployment. Whether you choose Cloud or Data Center, you can freely evaluate the products and purchase them under one common Atlassian Software License Agreement.

Atlassian tools are a major innovation investment for many enterprises. Like any investment, it pays to develop a clear plan and unified strategy for managing licenses, including third-party apps, across the organization.

Creating a strategy isn’t easy. Keeping track of licensing intervals for different software, evaluating business priorities to determine when to upgrade or downgrade user count, and moving from the Atlassian stack offering to individual software licensing all take time and can be complicated, especially in large organizations with multiple teams using different tools and apps.

That’s why experienced leaders choose to outsource license management to Atlassian Solution Partners like Praecipio Consulting. We can help you choose the best licensing model to support your organization’s growth plans, unify licensing across teams to minimize costs, manage renewals, and effectively support it all to ensure that you get the most out of your tools and teams.

Below, you’ll learn more about Atlassian licensing models, key considerations for license management, and how Praecipio Consulting’s Managed Services can help organizations like yours stay on top of your licensing strategy.

Atlassian Licensing: A Strategic Investment to Support Your Growing Teams

Basic licensing models for all Atlassian products:

 

Pricing

Evaluation

Purchasing and Installation

Cloud Subscriptions

  • Monthly or annual subscription
  • Freely switch between subscription plans
  • Monthly plans are billed per active users. Deactivate inactive users to avoid unnecessary costs. (Annual plans billed by user tier)
  • Use Atlassian’s Cloud Calculator to estimate costs.
  • Enjoy a discounted price for upgrades from Server instance (Restrictions Apply).
  • Initial free 7-day trial
  • 30-day extension of evaluation period
  • 30-day money back guarantee following evaluation period
  • Billing can be manual or automatic
  • Subscriptions can run monthly or annual
  • Any purchase, whether monthly or annual, can be managed through an Atlassian Solution Partner.

Data Center Term Licenses

  • Annual term subscription per instance with expiration date.
  • Enjoy a discounted price for upgrades from Server instance (Restrictions Apply).
  • Renewal cost is the same as the original annual term.
  • Activate Data Center evaluation license to start a 30-day free trial.
  • Self-hosted on internal systems such as AWS or Azure.
  • Data Center apps can be installed in a multi-node environment.
  • Licensing uses a subscription model paid in 12-month increments.

 

When selecting your licensing model, you should assess the number of users, operational needs, and administrative requirements to determine the most cost-effective deployment option for your organization. Especially for enterprise-wide adoption, you should consider the effort required for application setup, maintenance, user growth and customization, as well as potential downtime that might affect your business.

For example, if you are piloting discrete agile teams with Atlassian, choosing a Cloud deployment would be ideal, since it’s rather simple to get the system up and running. The software can quickly scale up or down, depending on your team size. However, if you require extensive customization or compliance requirements (i.e. FedRAMP), you may want to opt for a Data Center deployment. HIPAA compliance is now available on Atlassian Cloud.

It’s important to constantly evaluate your licenses and system scalability as your team grows. This requires a strategic approach to license management to ensure that you’re still using the most appropriate licensing model, your Atlassian tools and Marketplace apps are coordinated across teams, and your licensing tier is correctly sized for your business.

Get More from Your Atlassian Investment with Praecipio Consulting Managed Services

Your job doesn’t just stop when you purchase Atlassian software–the software is critical to keep your business running. In addition to establishing a governance strategy to ensure a unified deployment, you need to continuously evaluate licensing to avoid unnecessary costs.

“Sounds great! But why should I outsource Atlassian licensing to a Solution Partner?”

We’re glad you asked.

As a Platinum Solution Partner, Praecipio Consulting can help you evaluate the best licensing to fit your growth now and in the future, while simplifying the purchasing process and renewal plans, assessing user activity to determine the appropriate license tier for your organization, and more.

Here’s exactly how we can help:

Evaluate New Licenses

If you’re new to Atlassian, you may feel overwhelmed by the sheer amount of deployment options. Our team of expert Atlassian admins will help you develop a clear roadmap for your tools, select the right solutions, and deploy with confidence.

Existing Atlassian customers will benefit from a thorough evaluation of your systems and requirements to identify potential cost savings, select the right user tier, and evaluate upgrade options.

Unify Licensing Across the Enterprise

Once Atlassian begins to scale across the organization, many businesses lose track of the various Atlassian tools and Marketplace apps used by their teams. This can be a costly problem, resulting in businesses paying for multiple licenses when one correctly-sized licensing tier would do. It can also cause governance issues with teams using different apps to accomplish the same function (e.g., time tracking).

This is where it really pays to work with an Atlassian Solution Partner. We’ll help evaluate your complete environment, identify opportunities to improve governance and save costs through unified license management, and help you avoid the organizational headache of building and driving a clear roadmap and policies for your business.

Managing Interval License Renewals

Every software deployment, including Marketplace apps, comes with a 12-month validation period. Keeping track of all these licenses can be a hassle. We offer co-terming to transition all your product interval renewals into a single order. You’ll be notified by our team 90 days before the expiration date to avoid any interruption to your service.

Dedicated Expert Support

To help you get the most out of your Atlassian investment, we offer periodic assessments to determine if you need to upgrade to the next tier or downgrade your instance. We will also keep you on top of any security vulnerabilities, allowing you to leverage our full service from start to finish.

Move Your Business Forward with a Sustainable Atlassian Deployment

With Praecipio Consulting’s Managed Services offering, you can rest assured that your Atlassian technology stack is always performing at its best, at any scale. We’ll help you manage everything from your native Atlassian software like Jira, Confluence or Bitbucket to your Marketplace Apps.

Contact us today to learn more about our support packages and how we can help you with all of your licensing needs.

Topics: managed-services consulting-services licensing atlassian-solution-partner
3 min read

Our Atlassian Team '22 Recap

By Praecipio Consulting on Apr 11, 2022 12:51:46 PM

2022 Q2 Blog - PCM-10055 Atlassian Team Recap - Hero
Team '22 has wrapped and what an exciting week it was. The event served as an impactful place for innovators and problem-solvers to come together and interact with attendees and Atlassian customers. We're feeling so inspired to be at Atlassian's flagship conference helping teams focus on what matters most and discovering the power of their Atlassian investment. 

Our theme revolved around amplifying what's possible for teams everywhere. As a platinum sponsor this year, we participated in events like a Lunch 'n Learn Session on Work Management presented by Larry Brock, a Theater Session on Jira Align presented by Amanda Babb, an on-demand Breakout Session on Atlassian Cloud by Suze Treacy, and an on-demand Demo Session on Jira Service Management by Brian Nye.

Praecipio Consulting also delivered several training sessions, which allowed their students to utilize best practices and build on their existing skillsets. The team-led trainings included:

  • Jira Align Program Essentials delivered by Jack Harding and Brian Nye
  • Atlassian DevOps Essentials delivered by Luis Machado and Christopher Pepe
  • Planning with Advanced Roadmaps delivered by Amanda Babb, Ian VanHover and Dean Rizzuto
  • Bitbucket Pipelines Configuration delivered by Shannon Fabert and Jim Easterly
  • Managing Boards in Jira delivered by Shannon Fabert and Larry Brock

We heard motivating stories from speakers and listened to informative presentations about new Atlassian updates. Attendees were inspired to work differently, together. Some highlights of the keynotes include Jay Shetty's, "How connected thinkers will build the future", "Work differently, together: A new vision for Work Management" by Joff Redfern and Erika Trautman and "In conversation with Bob Iger", an inspirational talk with the Former CEO and Chairman of The Walt Disney Company Bob Iger and Scott Farquhar, the Co-Founder and Co-CEO of Atlassian.

"Being able to connect in-person after two years felt like an extended Atlassian family reunion. The continued growth in Atlassian and Marketplace products will provide lots of great tactical and strategic features. Team ’22 really renewed my excitement about our ability to help customers maximize the value of their Atlassian investment." - Joseph Lane, COO

Thank you to everyone who stopped by to say 'Howdy!' and to those who attended any of our talks. Keep scrolling to read about our recap of the ultimate teamwork experience. 

2022 Q2 Blog - PCM-10055 Atlassian Team Recap - Keynote

We learned a lot during the Atlassian Team '22 Keynote Address. Atlassian continues to transform how teams collaborate and drive cultural change through ITSM, DevOps & Agile, and Work Management.

2022 Q2 Blog - PCM-10055 Atlassian Team Recap - Bottles

Praecipio Consulting had some of the coolest swag. Pictured above are the water bottles we handed out.

2022 Q2 Blog - PCM-10055 Atlassian Team Recap - Larry Brock  4ED5D3EC-C146-44C1-B797-9A66E62EDF39  2022 Q2 Blog - PCM-10055 Atlassian Team Recap - Shannon

Left: "Streamlining the DevOps Lifecycle with Jira Service Management" with Larry Brock
Center: "Jira Align Program Essentials" with Jack Harding
Right: "Bitbucket Pipelines Configuration" with Shannon Fabert

AMPLIFY WHAT'S POSSIBLE FOR TEAMS EVERYWHERE

We loved seeing old friends, making new ones, and connecting over all things Atlassian last week. Let us know if you have any follow-up questions about Team '22 and how we can amplify what's possible for your business teams. 

Topics: atlassian events
3 min read

Scrum Sprint Planning: How Long Should Sprints Be?

By Praecipio Consulting on Mar 29, 2022 10:05:18 AM

2021-q4-blogpost-Agile vs. Scrum Methology- Whats the Difference?-1

Teams new to scrum face lots of decisions – one critical decision for teams to perform efficiently is determining sprint length. Every team's needs are different, and there's rarely a one-size-fits-all approach to planning the length and organization of your sprint.

What is Scrum? How long should sprints be?

What is Scrum? Scrum is an Agile framework that gives teams guidelines on how to complete their work. It contains sets of roles, ceremonies, and considerations for how your work is completed.

An Agile sprint is a concept in scrum that represents a time box, i.e., a short amount of time the team has committed to complete the work. And how long is a sprint in Agile? Sprints in scrum can be as long as you want; however, it's most common for sprint length to be between 1 and 4 weeks. Teams running Scrum sprints need to decide what makes sense for them.

We often see that team's first instincts lean toward the extreme: Either 1-week sprints or 4-weeks sprints. While there are arguments for the varying lengths of sprints in scrum, here are some standard variables that you and your team should consider.

Sprint Planning for Planned vs. Unplanned Work

Before sprint planning begins, it's essential to define what you want to accomplish during that sprint. Instead of using overarching strategic objectives to guide your team, sprint goals should be smaller, more attainable chunks of work that can be completed in a shorter timeframe. 

If you are an Agile Scrum team with high variability in your work, longer sprints may give you the necessary buffer to complete the job. If you've got a 1-week sprint (with 1 of your 5 days already dedicated to ceremonies), even one or two random pieces of work can prevent your team from completing the work in the committed scope.

On the other hand, if the team has unplanned work with a lower level of urgency, Scrum sprint lengths that are shorter allow you to include the work in your Scrum sprint planning within a shorter period.

As far as how to best manage work, Jira is a great tool to help teams achieve this. Here's a guide on starting, managing, and completing a sprint using Jira. 

Time Dedicated to Scrum Ceremonies

How much time per week should sprint planning to be spent in scrum, retrospectives, backlog grooming, and demos? Shorter sprints mean more time is spent in these meetings. This becomes even more essential if you do not have dedicated roles (scrum master, product owner).

What we see in 1-week sprints is that teams can lose a full day (twenty percent of the sprint!) of each sprint to demos, retros, and planning. So the shorter your Agile sprints are in scrum, the more often you're having these ceremonies.

Size and Scope of Tasks

Is your work small enough to be completed in the sprint length? For example, if you are often not completing work in 1 sprint, a longer sprint in scrum may make sense (or you may just need to work on improving properly sizing your tasks).

Feedback Cycle

How often do I want to see and evaluate completed work? Is it acceptable to go 4 weeks without demonstrating the work that's being done? Do you need to know every week? Sprint length determines how often you see sprint demos and complete sprint retrospectives.

Inspection and Adaptation

There's no one-size-fits-all answer to optimal Scrum sprint length, and iteration is the key to scrum - so don't worry if your first choice doesn't work for your team. That's what your retrospectives are for, after all!

For more background on how we do Agile at Scale, read our case study on how Praecipio Consulting helped an enterprise client accelerate their Agile transformation.

Is your organization going through an Agile transformation? Learn about this robust framework and how our team can help your organization drive successful business outcomes through our Agile at Scale implementations. 

Please reach out if you have questions or are considering how to migrate your team to an agile approach.

Topics: scaled-agile scrum sprint
3 min read

Join Praecipio Consulting at Atlassian's Team '22

By Praecipio Consulting on Mar 15, 2022 4:32:37 PM

2021 Q1 Blog - Event - Atlassian Team 22 - Hero

We're excited to share that we'll have our boots on the ground at Team '22, Atlassian's flagship conference, and the ultimate teamwork experience. It's an extra special event for Praecipio Consulting this year, as it's our first time back in person since 2019 and our new 6kites family is joining us as well.

How to find us at Team '22

From April 5-7, stop by our booth and chat with us about new ideas, process-powered solutions, and all things in between. We look forward to seeing old friends, making new ones, and connecting over how we amplify what's possible for teams everywhere through the power of Atlassian. In addition to our booth presence, here's a rundown of where else you can find Praecipio Consulting people:

Training Sessions on Tuesday, April 5:

  • "Jira Align Program Essentials" with Jack Harding from 9:30 am - 3:30 pm
  • "Atlassian DevOps Essentials" with Luis Machado from 9:30 am - 4:30 pm
  • "Planning with Advanced Roadmaps" with #BigInKorea Amanda Babb from 8:30 am - 4:30 pm
  • "Bitbucket Pipelines Configuration" with Shannon Fabert from 8:00 am - 12:00 pm and 1:30 pm - 5:30 pm

Lunch ‘n Learn Session on Wednesday, April 6:

  • "Streamlining the DevOps Lifecycle with Jira Service Management" Lunch ‘n Learn Session with Larry Brock from 12:30 - 1:30 pm at Lunch 'n Learn Area B

Training & Theater Sessions on Thursday, April 7:

  • "How Jira Align Supports SAFe®: Accelerating Your Digital Transformation" Theater Session with Amanda Babb from 12:15 -12:30 pm at Theater A
  • "Managing Boards in Jira" Training with Shannon Fabert and Larry Brock from 10:00 am - 10:45 am and 3:15 pm - 4:00 pm

Also, for anyone interested in joining our team and helping build the future with us, we'll hold in-person interviews in our meeting room during Team '22. If you'd like to schedule an interview, send an email to team@praecipio.com.

Amplify possibility

We’re proud of our rich history and the strong values that have guided us for the past 16+ years. As our company grows with the addition of our 6kites family and beyond, we’re excited about the new adventure that lies ahead of us.

Our Atlassian Team '22 theme this year represents the boundless opportunities we have to help teams get back to their purpose through good process, well-practiced. As we embark on this journey together, we invite you to get inspired by the endless possibilities to solve big problems, enable innovation, and create space for people to dream big in all areas of life. 

Be part of our journey

Stop by the Praecipio Consulting booth and join our in-person sessions to learn more about how we're helping teams focus on what matters most when you perfect the process with Atlassian products. Let us know if you have any questions about the event and for those wanting to learn more about our career opportunities, send an email to team@praecipio.com to schedule an interview.  

Topics: atlassian events atlassian-solution-partner
2 min read

Should my Jira Service Management instance be separate from Jira Software?

By Praecipio Consulting on Jan 29, 2021 2:04:24 PM

Blogpost-display-image_Should my Jira Service Desk instance be separate from Jira Software-As companies grow either organically or inorganically, many are faced with the decision of whether they should consolidate or keep their Jira instances separate. Today I'm going to address one specific flavor of this conundrum that I am often asked about, specifically with regards to separate instances of Jira Software and Jira Service Management. Some organizations choose to have separate instances for Jira Service Management and Jira Software, but I am here to tell you that is probably not necessary!

Although Jira Software and Jira Service Management are different products, there is no need to keep them separate. The most efficient companies use both in a single instance, so that teams can collaborate much more easily. As organizations adopt DevOps or start to think about it, one of the first things that is looked at is how IT interacts with the development organization. If these two groups are working in separate Jira instances, collaboration and clear understanding of ownership and handoffs is much more difficult. For example, It is much easier to link an incident that was submitted to the service desk to an associated bug if all of those tickets live in the same instance. While you can link to tickets in other instances, that requires users be licensed in both and have a clear understanding of where the work lives. Working in a single instance removes the need for potential duplicate licenses and ensures teams can communicate clearly. 

Occasionally teams use separate instances due to security considerations. However, in almost all situations your security concerns can be addressed by project permissions, application access, and issue security. There are few cases that Jira's native security features won't account for. 

Finally, let's look at this from a user experience perspective. One of the most prominent complaints that we see as organizations undertake their digital transformations are that users have to keep track of too many tools, a pain that I've felt in my career as well. Trying to remember where to log in for a specific subset of your work can be a headache. If your Jira Service Management and Jira Software instances are separate, they'll have two separate URLs that users have to navigate to. Signing into multiple locations and using different URLs adds an extra step where there need not be one.

Since you've already made the great decision to use both Jira Software and Jira Service Management, you might as well reap the benefits of the easy connection between the two so your teams can focus on what matters, rather than managing their tools. 

Are you looking to merge your Jira instances? Contact us, we know all about how to do that, and would love to help.

Topics: jira atlassian optimization tips integration project-management jira-core merge jira-service-management
3 min read

Why do only developers have to estimate their time and effort?

By Praecipio Consulting on Jan 21, 2021 10:20:00 AM

Blogpost-display-image_Why does it seem like only developers have to estimate their time and effort-

Nearly a decade ago, as an intern at a now-defunct startup in Austin, Texas, I got a question from a developer that haunted me for years after because I didn’t have a clue how to answer it:

“Michael, why is it that only the developers have to jump through the hoops of estimating our work, spending hours in sprint planning and retrospective meetings and making sure every hour of our day is accounted for and attached to a work item?”

After incredulously wondering how anyone could possibly question the divine and holy agile methodology that I had been zealously learning and implementing that summer, I realized that the developer had posed a wonderful question. Why was it that we only had these requirements for developers? Why didn’t we impose this same process on sales or HR or accountants or any other part of the business? Why wasn’t anyone asking upper management for a timesheet that said exactly what they had worked on every hour that day? I’ve thought about this question for a long time and have built up an answer, or rather a few answers and some capitulations, over the past several years of agile work.

First, development work is hard to understand. Even for developers it’s hard to understand, but for those without computer engineering degrees or years of experience, it’s nearly impossible. How do you explain to someone that developing a section of code that does something seemingly trivial is actually exceedingly difficult and can take several hours?

Second, the work is invisible. You can see code, sure (even if you can’t understand it), but you can’t really see data fetching, processing, rendering, or anything else going on behind the scenes. Coupled with the difficulty of understanding development work in the first place, this poses a serious issue for people trying to understand what’s going on in that bullpen. In contrast, people can see a sales call, an HR training meeting, or an accountant’s spreadsheet and understand quickly and intuitively the value that it brings to the business.

Which brings us to our third and perhaps most important point: it’s important for the business to know what development projects cost. Part of what product managers should be doing is understanding the economics of a given feature, bug fix, or other development effort: how many hours did the team spend writing, testing, rewriting, and deploying this code, and how does that translate to cost?

In my mind, these three reasons sufficiently answered why the business typically loves these processes and imposes them on development teams. But, they didn’t do a good job answering why other teams didn’t tend to have the same processes, often seen as restrictions, imposed on them. After all, isn’t some sales and accounting work invisible and hard to understand? Isn’t it important for the business to understand the cost of HR work? 

Because of this, I’ve come to firmly believe that there are several processes, standards, actions, and overall contributions, usually all attributed to the amorphous “agile”, that every team and business could benefit from. Stand-up meetings, among teams of 15 or less, can be a great way for the team to understand what everyone is working on, reduce duplicate work, and quickly squash problems. Kanban boards (or any similar variants) are wonderful for seeing all of the work in progress, matching different team members to their respective strengths, and prioritizing and organizing ongoing projects. Sprints, or at the very least increments of time which demand continuous planning and feedback, will certainly expose problems and bring about process improvements for a given team. 

It turns out the developer who asked me that question years ago was on to something. The business tends to pick on development teams because their work, in most offices, is the hardest to understand, the least visible, costly, and they’d like to get a better understanding of what’s going on. However, many agile practices would clearly benefit teams across the firm, including and especially those outside of development. Here’s to hoping we see businesses move in that direction in the coming years.

Topics: developers agile
4 min read

How to Have a Stress Free Holiday

By Praecipio Consulting on Dec 4, 2020 2:01:00 PM

Blogpost-display-image_How to Have a Stress Free Holiday Vacation (1)

In just a few weeks, the holidays will be here. Your partner may be already making needed plans to enjoy the much-needed downtime at home. But inside, you may have an uneasy feeling about work projects. Can you afford to take off and not fall woefully behind? Will important software-based projects stall? Or worse, crash and burn?

If the thought of taking PTO comes with mixed feelings, this article is for you. 

At Praecipio Consulting, we’re business process experts. Every day we work with executives from the world’s most respected companies. We surveyed our partners to learn their advice on how you can take time off to recharge your batteries and have your team keep projects moving at the same time. 

Christian_Lane

 

Christian Lane, our CEO, begins the conversation. “I love taking time off. It’s essential for my well being, and we require everyone in the company to do the same. It’s a non-negotiable. But when we do have key team members out, we have set expectations.”

 

 

 

Announce your plans and block off your schedule

Let your coworkers know not to schedule anything for you during this time, and be aware of these dates when you are discussing project deliverables. 

Bust your tail for 3 weeks prior

Put in extra hours if you have to, but I prefer to better use the time already allocated for work. Staying focused and being productive now will help you have peace of mind later. 

Empower your #2

For executives in senior management, there may be time-sensitive decisions that need to be made in your absence. It’s important to have a second-in-command that has full authority to make most decisions while you are gone. Have a meeting with this person about the parameters of this responsibility and make sure the other players on your team are aware of who you have delegated to. In addition to leaving decision authority in capable hands, you’ll likely see this person respond well and appreciate the trust. Understand that mistakes may happen, but it’s also a learning opportunity. 

Joseph Lane, Atlassian automation expert and one of our partners at Praecipio Consulting, takes a more tactile approach. He stresses that in the Agile mindset, effective managers must use the right tools that are purpose-built and customizable to keep critical business functions working effectively. If any project relies on any one person for completion, this potential single point of failure is problematic for the organization and stressful for the employee. When this key person needs rest and relaxation, business stops, and that’s expensive. 

joseph_lane selfieMore specifically, Lane is referring to the Atlassian suite of products: Jira, Confluence, Trello, and others. When used to their fullest potential, team members can work independently if needed and collaborate following a quality assurance process the company developed. Users and managers can almost instantly view the progress on a project and comment. Lane recommends having a clear system for accountability and escalation when challenges arise. If this is clearly defined before a manager goes on vacation, team members can bring in more people, access more resources, or find vendor partners to solve problems. Failure to have these processes in place means that projects could stall and teams lose momentum. Lane summarizes, “Be more process-oriented than person dependent.” 

Christian Lane encourages everyone on software teams to develop a mindset for responsibility. That means if you find a problem, you own it. See it through to a solution. He loves the idea of stress-testing your systems by creating fires. “It keeps people on their toes,” he says. An example might be inserting a snippet of code that wreaks havoc. Engineers must backtrack and see where it was introduced. Also known as chaos engineering, it’s the practice of experimenting on a software system in production to build confidence in the system's capability to withstand turbulent and unexpected conditions.

Still, totally unplugging, although the healthiest option, isn’t always possible. Lane tells a story of when he was conflicted about taking his laptop on an overseas vacation. “On one hand, if I took it, I knew I couldn’t help myself and work. On the other hand, if there was a legitimate emergency and I needed to log in, I wouldn’t be able to.” 

In the end, he decided to travel with his computer and stay disciplined to only look at his Atlassian enabled dashboard when he logs in. If he saw all green lights, he would close the laptop after just 5 minutes or so per day. 

In the end, great leaders are measured by how well the business continues without you. As leaders, our job is about driving continuous improvement. When you take off time, operations may not be improving and optimizing, but they should still continue. 

A recap for a stress-free holiday:

  • Announce your plans, block off your schedule
  • Bust your tail for 3 weeks prior
  • Empower your #2
  • Use the right Atlassian tools 
  • Have process and systems for escalation in place
  • Develop a mindset of responsibility
  • Stress-test your systems

 

Topics: blog holiday atlassian-solution-partner work-life-balance
4 min read

Jira Data Center on Linux vs Windows

By Praecipio Consulting on Oct 14, 2020 12:29:22 PM

Blogpost-display-image

This is a debate as old as the Operating Systems (OS) themselves and a discussion that never seems to end. Being in charge of making the decision between Linux or Windows for your team can be a hard choice. Currently, about 77% of all personal and professional computers around the world run Windows, while only about 1.84% of all computers run a Linux distro. Linux is the current choice of many organizations because of their development machines and servers. JIRA can run on either OS, with only slight differences as to how the software is managed and monitored. Linux offers better ability to write one-off scripts and utilities. It is important to note that Atlassian does developments and testing on Linux systems. Even though windows historically has performance issues compared to Linux, the gap has been reduced in recent years. Potential problems that Windows users face can be getting backups or processing data. Let's dive further into each OS and learn more about them! 

Operating System Overview

Before making any decisions, it is important to know the history, pros, and cons of each OS. 

Linux

LinuxLinux is an open-source, OS created by a Finnish student, Linus Torvalds, in 1991. This free and highly customizable OS is currently the choice of many organizations, large and small, as their development machines' and servers' OS. Most of the different flavors of Linux, called distributions or 'distros,' are built to use fewer hardware resources, making the overall system more efficient. Additionally, Linux is easy to customize and modify to the liking of the user due to the fact that the source code for it is available publicly. 

Because Linux is completely free, there is less traditional "technical support" available with the product. The available support comes in the form of paid support from a third party or from the Linux community through public chat boards and FAQ sites. Not all versions come with long-term support due to a slow rate of change when it comes to OS upgrades. 

With customizability and freedom to modify as needed comes with a steep learning curve. For example, remote access requires command-line knowledge. This is less intuitive than Windows graphical remote access interface. System changes and customization requires complex operation. 

One of the benefits that comes with an open-source OS is security. With many eyes around the world looking at the source code and improving it everyday, less and less attack vectors are found by malicious parties. Another reason for better security is obscurity. Linux, when compared to Windows, has considerably less market share, making Linux systems less of a target for attacks. 

Linux also offers some additional benefits. It is very easy to write custom scripts, users have full control on updates and changes, and lightweight architecture helps with performance.

Windows

windows

Windows is a for-profit product and was first launched by Microsoft in 1985, gaining popularity with the release of Windows 95 in 1995. This propelled Windows into being the leader of OSs around the world. One of the reasons for this popularity boom is the easy to use graphical interface that Windows is known for. Windows is usually the choice for novice and business users, as well as large companies looking for quick responses and dedicated support. As with all proprietary technologies, individual users experience less customization. Additionally, the OS is not going to be as optimized to hardware as Linux. 

When the OS is purchased, Microsoft provides integrated and online help to all customers. Getting personalized help is usually easier with Windows than with Linux. Due to the market share of Windows, almost all software products are designed with Windows in mind. Some Windows programs are simply not available in Linux. It is important to note that even while many third-party products are free, the majority of Microsoft products are only available at a cost. 

Windows was designed with ease of use in mind. Graphical interfaces are available for making most configurations. For example, to access remote servers, Windows offers a graphical remote desktop software. There is no need to be a command-line expert to customize the server. The learning curve for Windows is not as steep as Linux. This is really important for novice users and more proficient users may be frustrated by the lack of fine-tune control over the system or by the oversimplification of system tasks. 

Due to the popularity of Windows, the OS is a large target for malicious parties. Many security vulnerabilities and system instabilities have been reported throughout the years. To be fair, Microsoft has been able to make security improvements in response to the security leaks. Regular system upgrades and security fixes help protect sensitive data. 

So, should I run my Jira Server/Data Center on Linux or Windows?

As with many hard questions: it depends. Windows is more user friendly. The built-in remote desktop access makes it simple to make changes and update JIRA configurations. Linux servers may have a sharper learning curve and feel more demanding, but they perform better. Linux provides more customization options while working with JIRA and better security.

jira

The decision comes down to one main factor- comfort level. Having prior knowledge of Windows or Linux servers will go a long way in helping make the decision and will make working with JIRA easier. How comfortable is the team with each OS? It is also important to consider the style of the rest of the organization, as OS consistency is incredibly important for productivity and collaboration.

If your organization just wants to focus on development and not worry about managing JIRA, Praecipio Consulting can offer expert support services with our Atlassian Platinum Enterprise expertise and process focus. 

 

Topics: jira best-practices linux windows server
3 min read

ESM Part 2: Three Key Benefits of ESM

By Praecipio Consulting on Aug 4, 2020 3:47:00 PM

ESM Part 2 Header

If one system can do with relative ease what it used to take multiple systems to do, it makes sense to use that one system, right? Following up on our first blog post of this series, we continue to explore the benefits that ESM brings to an organization. 

Historically, the toughest part of this statement had been that one system could not do what multiple systems could, resulting in a need to keep those multiple systems in place. However, the software has advanced to the point where this is not the case anymore. As an example, Jira Software was originally developed for software development teams to track bugs and was not feasible for an HR or Legal team to use. Today, its flexible workflows, security controls, ease of visibility, and several other characteristics have allowed all teams within the organization to use Jira. This has given way to the rise of Enterprise Service Management (ESM) as teams realize that they can simplify their software landscape and reduce the number of systems in play.

Consider three specific benefits of replacing multiple systems with one:

  1. Eliminate clunky handoffs. The toughest part of the process is to understand and improve the handoff from one system to another. In addition to evolving teams, the work itself tends to change physical form, from an Excel spreadsheet to a Jira issue to a Salesforce ticket and so on. This creates unnecessary steps in the process and requires extra time to convert and understand the work. This behavior is not the result of intelligent design, but rather a factor of history and the way things evolved. Condensing to one system helps eliminate these physical shifts, resulting in cleaner handoffs and reduced process time.
  2. Include a rich history. When an item moves from one system to another, its history can get lost. A classic example is when a developer has a work item without the original business requirements or design thoughts from upstream teams. Cutting down to one system provides the team with the ability to receive the entire history of the work item. This rich history provides valuable context, eliminates confusion, reduces process time by decreasing the time spent understanding the problem, and decreases the possibility of rework due to misunderstood context. 
  3. Reduce Costs. One license paid to one vendor generates economies of scale and minimizes costs related to using multiple licenses. It typically increases bargaining power with the vendor and decreases cost per seat. Additionally, maintenance and training cost both decrease. If an employee works in one system, compared to several, that translates to only one training session versus multiple sessions. Better yet, keeping the training budget the same and committing to several training sessions on one system will further increase people’s proficiency in that system, boosting their productivity and performance. Maintenance then becomes easier as the IT team only has one system to monitor and keep running. Similar to training, when you invest time into only one system, it encourages deeper learning within the team and drives results in better support of the system, further minimizing costs due to less downtime and incident recovery time.  

Not to mention, using one system as opposed to several brings additional benefits of improved communication and data insights. Understanding the workflow and developing patterns is much easier in one system than it is when work transfers through several systems. Furthermore, when teammates only have one system to check instead of several, they are more likely to communicate faster and better understand problems. 

Finally, a benefit not to overlook is the fact that employees like working within a single system. In our experience, employees enjoy seeing workflow through to different teams and appreciate the ease of using a single, connected, and integrated system. Furthermore, with one system to monitor, teammates have improved visibility of work coming up the pipeline and can follow the progression of the work they’ve completed. This leads to a better understanding of upcoming work, as well as a greater sense of accomplishment when they can see their work completed. 

In the next of this series on the topic, we will explore the ROI of ESM based on our experience with a client, demonstrating how implementing ESM best practices can save you money while improving your processes.  

Topics: enterprise process-improvement service-management cost-effective
12 min read

Custom Macro Parameters with JavaScript

By Praecipio Consulting on Mar 12, 2018 11:00:00 AM

Introduction 

Custom macros are a popular, supported, and versatile addition to any confluence page. Confluence users are able to use macros by making their own, searching the macro library, or by getting access to additional macros through add-ons. If you are making your own macro through an add-on, you will know that the parameter types, aka fields, are limited to the following: 

    • boolean - displays a check box.
    • enum - displays a select field.
    • string - displays an input field (this is the default if unknown type).
    • spacekey - displays an autocomplete field for search on space names.
    • attachment - displays an autocomplete field for search on attachment filenames.
    • username - displays an autocomplete field for search on username and full name.
    • confluence-content - displays an autocomplete field for search on page and blog titles.

Using JavaScript and Soy templates, you are able to inject custom parameters into a macro. The following tutorial is an example of a custom field injected into a basic macro form. The goal is to create a multi-select drop down menu comprised of static predetermined menu items. Note- JS functionality to create a multi-select list and the CSS are not included. 

 

Steps for injecting an element into a macro 

Building the macro

Example code of plugin.xml 

<xhtml-macro name="macro-list" key="macro-list" class="your.class.name"  documentation-url="#"
             icon="/path/to/yourPic.jpg">
    <category name="external-content"/>
    <parameters>
        <parameter name="User" type="username"/>
        <parameter name="Page" type="confluence-content"/>
        <parameter name="StatusSelect" type="string"/>
        <parameter name="Status" type="string"/>
        <parameter name="Width" type="percentage" default="100%"/>
        <parameter name="Max Results" type="int" default="30"/>
    </parameters>
</xhtml-macro>

 

Macro prior to injecting content

Edit DocuSign Envelope Screenshot

*Note: The "Status" parameter is not visible in this image. That is because the element is hidden with CSS. More on why the element is hidden in the JavaScript section. 

 

Configuring the Soy template multi-select code

{template .multiSelect}
    <div class="status-container">
        <div class="closed-status-margin status-selected-container macro-input-fields text">
            <span class="aui-icon aui-icon-small aui-iconfont-arrow-down select-icon" onclick="toggleStatuses()"></span>
        </div>
        <ul class="status-list hide-statuses">
            <li value="created" onclick="statusSelect(this)">Created</li>
            <li value="deleted" onclick="statusSelect(this)">Deleted</li>
            <li value="sent" onclick="statusSelect(this)">Sent</li>
            <li value="correct" onclick="statusSelect(this)">Correct</li>
        </ul>
    </div>
{/template}


JavaScript injection

JS code with explanation

//Run function on ajaxComplete to capture edit macro view.
$(document).ajaxComplete(function() {
    //looking for the macro-list macro to start running
    if( AJS.$("table[data-macro-name = 'macro-list']")){
            //must verify that the MacroBrowser is available to prevent errors
            if (AJS.MacroBrowser) {
            //override command that selectes the ds macro and the field/s selected
            AJS.MacroBrowser.setMacroJsOverride("macro-list", {
                fields: {
                    //calls anonymous function on string fields
                    "string": function (param) {
                        //checks specifically for the string input we want to inject to
                        if (param.name == "StatusSelect") {
                            //calls our function with the input's selected string param
                            return handleSpacesLookup(param);
                        }
                    }
                }
            });
        }
    }
});
//globally available but only called if the above criteria is met
function handleSpacesLookup() {
    //grabbing the div that surrounds our selected input/param
    var paramDiv = AJS.$(Confluence.Templates.MacroBrowser.macroParameterSelect());
     
    //create a variable for our desired template
    var docStatus = path.to.your.template.multiSelect();
     
    //setting a variable to the paramDiv that corresponds to our desired input area via ID
    var select = AJS.$("#macro-param-div-StatusSelect", paramDiv);
     
    //adding our docStatus element to the selected div
    paramDiv.append(docStatus);
 
    //return the selected/created element to the macro
    return AJS.MacroBrowser.Field(paramDiv, select);
};
  
//Functional logic for the multiselect not included.
 

Completed front-end example with JavaScript

Edit DocuSign Status Screenshot

Edit DocuSign List Screenshot

Why is the Status Parameter Gone? 

The drop down multi-select captures the user's selection on the front end. When passing the macro form information back to the server via the preview or the save button, the Status Select format is not readable. To make sure that your information is able to be parsed, you may insert relevant information into another macro field. In this case, the user's responses are sent to the hidden Status parameter each time he/she makes a change to the StatusSelect. On save or on preview, only the hidden information is sent to be parsed. 

 

Potential Issues 

  • I only see an empty field when opening the edit macro, I can only see my field when reloading the page with the editable macro, OR I am getting null variable errors. 

    This may be a JS async error, which could explain some inconsistencies. Make sure that this JS file is accessible to the page, that functions are properly nested, and that the initial if clause is triggered as expected. The edit screen and dialog boxes are not connected to a page reload so queries done "on load" of the page will not be caught at this point. Use .ajaxComplete or an event trigger to re-run necessary functions. 

  • My new element works but now I am missing functionality from other parts of my page.

    Make sure that your selectors are unique and as specific as possible. Try to limit using css and JS selectors by the AUI class names as these are repeated through out Confluence. 

  • I am appending my element but only see a blank input box. 

    Your parameter type may limit the content that can be appended to it. For example, select lists cannot have non-option items added to it and will instead render a broken input box. Confirm that your template has the appropriate wrappers if any. You may need to append your template to the container instead of the parameter. 

At Praecipio Consulting, we know that using Javascript can be tricky. Let us help you with any issues you come across while building your macro. Contact us with questions and concerns.

Topics: blog confluence tips javascript macros bespoke
2 min read

Atlassian Data Center Overview

By Praecipio Consulting on Dec 12, 2016 11:00:00 AM

Data Center Measure ImageOVERVIEW

Atlassian Data Center provides optimal performance and high availability for mission-critical, enterprise applications. Including availability across the most widely used team collaboration tools in the suite, Data Center delivers instant scalability for unphased system performance as your organization grows. With a tightly designed infrastructure of a load balancer and finely tuned nodes for failover, Data Center allows maximum uptime through active-active clustering. Atlassian Data Center is used by businesses who demand the highest level of performance from their software and Atlassian Cloud is not an option (for a myriad of reasons).

HIGH AVAILABILTY

Active-active clustering of nodes means that, should a node go down, the load balancer immediately detects the failure and re-directs operations to other nodes within seconds. Built in redundancy allows you to integrate with industry standard technologies for database clustering and shared file systems to minimize single points of failure. With minimal loss of system availability, mission-critical Atlassian applications provide performance on a continual basis, making Data Center the choice of teams who can't afford any downtime.

INSTANT SCALABILITY 

When your user count grows beyond your current Data Center infrastructure, simply add nodes to your clusters to scale up in an instance. Additional nodes support increased performance for larger teams and can be quickly added without downtime to your system. Existing nodes auto sync indexes and plugins with each new node added. Scaling up also provides predictable costs, as Data Center is licensed per user count (not number of servers or CPUs) without increase in licensing.

DEPLOYMENT OPTIONS
Supported Atlassian Data Center deployment options include:

  • Amazon Web Services (See Atlassian's JIRA Software and Bitbucket AWS Quickstarts)
  • Cumulus (our Atlassian-optimized Data Center cloud managed hosting option) 
  • VMWare
  • Azure
  • Google Cloud
  • Bare metal

DATA CENTER PRODUCTS
Atlassian offers Data Center options for:

  • Jira Software
  • Jira Service Desk
  • Confluence
  • Bitbucket

ADD-ON COMPATIBILITY
The Atlassian Marketplace contains over 130 Data Center compatible plugins (indicated by an Atlassian Data Center certified listing), including popular add-ons like the Tempo suite, Brikit ThemePress, and Atlassian Insight.

GET ATLASSIAN DATA CENTER
For full Data Center services, including: licensing, implementation, migration, and performance tuning, contact us. Our expertise in the Atlassian suite and deep knowledge of partners such as AWS and major plugin vendors allow us to deliver leading Data Center solutions to your organization. Speak with our team and learn how we can get you on Data Center and deliver optimal Atlassian performance.

Download the case study

Topics: data-center hosting white-paper
2 min read

Hipchat: Customize Your Connection

By Praecipio Consulting on Sep 29, 2015 11:00:00 AM

HipChat has long been the beloved messaging application for Atlassian users, developing integrations with Confluence and Jira to increase the seamless nature of the SDLC process with notifications and team and project-specific rooms. With the success of these integrations, Atlassian is raising the bar for HipChat functionality, offering up their API for other software producers to code their own connections to allow even more tools to team with HipChat. Recently, Atlassian held a HipChat Dev event in San Francisco for a handful of popular and innovative tech companies to dev and demo their HipChat plugins, opening the door for an all new level of HipChat functionality. New Relic, Salesforce, Tempo and other Atlassian-inclined software makers came together to tweak the HipChat API to get their products talking for an even more robust integration offering in the messaging system. With many new options becoming available, excited HipChat users can expect to see these plugins available soon, making HipChat a real-time communication hub for all aspects of the software development life cycle.

HipChat, Meet New Relic

New Relic, maker of integral tools to gain insight into the operation of your business processes, becomes a critical component of IT management when paired with HipChat. Using New Relic products like APM, Browser and Synthetics, companies gain real-time analytics for their SaaS applications to ensure that their platforms are running optimally for the best user experience. When integrated with HipChat, New Relic provides teams regular status updates, allowing issues to be addressed efficiently and expediently. Create a HipChat room for New Relic applications and stay up to date with your application performance leveraging the constant monitoring of New Relic with the constant communication of HipChat. 

Build Your Own Add-Ons

Atlassian enables users of Jira, Confluence, and yes- HipChat, with the ability to build customized add-ons for Atlassian tools and corresponding applications. The provided documentation allows the use of any web framework and any programming language to build with Atlassian's REST API to get the applications talking with remote operation over HTTP. With the unlimited possibility of integration, HipChat becomes a true force of functionality as more and more applications are tied into the tool. Give each dev team their own HipChat room built around their products to get the latest updates on their in-flight projects. Create a marketing room to allow your bloggers to see immediately when a new page view or comment comes through. With HipChat customized add-ons, your teams get the information they need, when they need it. 

Video courtesy of Atlassian

It's in the Numbers

Need more reasons to expand your company's collaboration beyond just Confluence and Jira? Atlassian has the stats the make the case for HipChat!

Statistics courtesy of Atlassian

Chatting cuts down on unnecessary, efficiency-draining emails, enhances collaboration between teams and delivers a platform for easy communication. Using Atlassian HipChat, your teams run at the speed of business with application integration, video chatting, and file sharing -- everything they need to work smarter and faster! 

Get Chatting

Revolutionize the way your teams work with HipChat! It's as easy to get as it is to use; simply contact Praecipio Consulting to learn about our extensive HipChat services, including: managed services and hosting, implementation, customization and licensing. HipChat is your central source of better business practices and Praecipio Consulting is your one-stop-shop for all your HipChat needs. Collaboration has never been easier, so get HipChatting today!

Topics: jira atlassian blog best-practices confluence hipchat new-relic rest-api integration
4 min read

How to Customize your Jira Dashboards

By Praecipio Consulting on Jul 12, 2012 11:00:00 AM

About Dashboards and Gadgets

The Jira Dashboards is the first screen you see when you log in to Jira. It can be configured to display many different types of information, depending on your areas of interest.

If you are anywhere else in Jira, you can access your Jira Dashboards view by clicking the ‘Dashboards‘ link in the top left corner of the Jira interface.

The information boxes on the dashboard are called Gadgetsjira-4_1-jira-dashboard-example

If your user account has only one dashboard, the tabs on the left of the browser window will not be available and the dashboard will occupy the full window width.

 

You can easily customise your dashboard by choosing a different layout, adding more gadgets, dragging the gadgets into different positions, and changing the look of individual gadgets.

You can also create more pages for your dashboard, share your pages with other people and choose your favorites pages, as described in Managing Multiple Dashboard Pages. Each page can be configured independently, as per the instructions below.

 See the big list of all Atlassian gadgets for more ideas.

This gadget will only be available if it has been installed by your Jira administrator.

 

  The Firebug add-on for Firefox can significantly degrade the performance of web pages. If Jira is running too slowly (the Jira dashboard, in particular) then we recommend that you disable Firebug. Read this FAQ for instructions.

 

Creating a Dashboard

The dashboard that you see when you first start using Jira is a “default” dashboard that has been configured by your Jira administrator. You cannot edit the default dashboard; but you can easily create your own dashboard, which you can then customize as you wish.

To create your own dashboard:

  1. At the top right of the Dashboard, click the ‘Tools‘ menu.
  2. Select either ‘Create Dashboard‘ to create a blank dashboard, or ‘Copy Dashboard‘ to create a copy of the dashboard you are currently viewing.

You can now customize your dashboard as follows:

 

If you are using multiple dashboard pages, you can only configure dashboard pages that you own.

 

Choosing a Dashboard Layout

To choose a different layout for your dashboard page (e.g. three columns instead of two):

  1. At the top right of the Dashboard, click the ‘Edit Layout‘ link. A selection of layouts will be displayed:
  2. Click your preferred layout.

Adding a Gadget

  1. At the top right of the Dashboard, click the ‘Add Gadget‘ link.
  2. A selection of gadgets will be displayed:

     Select a category on the left to restrict the list of gadgets on the right to that category.
  3. Click the ‘Add it now‘ button beneath your chosen gadget.
  4. Click the ‘Finished‘ button to return to your Dashboard.
  5. If the gadget you have selected requires configuration, you will be presented with the gadget’s configuration page. Configure appropriately and click ‘Save‘.

Moving a Gadget

To move a gadget to a different position on your dashboard:

  • Click the gadget and drag it into its new position.

Removing a Gadget

To remove a gadget from your dashboard:

  1. Hold your mouse over the top right corner of the gadget, until a down-arrow appears.
  2. Click the down-arrow to display the following menu:       
  3. Click ‘Delete‘.

 

Need some more help navigating Jira Dashboards? Learn more about Jira here, or contact our team of experts and we’ll answer any questions you may have.

Topics: jira atlassian blog implementation issues management optimization process-consulting project tips tricks tracking consulting-services
3 min read

Jira for the Gaming Industry

By Praecipio Consulting on Nov 24, 2010 11:00:00 AM

Altassian’s Jira is perhaps the best issue tracking and software development management platform around. While Jira can be used in many, many ways, it’s found a sweet spot in the gaming industry.

This post assumes the reader has a reasonable understanding of Jira. The post highlights how Jira and Greenhopper – which collectively make up Atlassian’s Agile approach – can streamline game development. Check it out:

Quick-start projects. In Jira, you can start a new project in less than five minutes. That’s great for developers, since new projects can spawn at anytime during the production process.

Attach files for visual reference. Most developers use Adobe software to design game interfaces. During the development stage, there are usually multiple people designing and updating prototypes – so it’s easy to get off track. With Jira, designers can attach the a screenshot of the latest prototype to a project page, so every one involved with the project can see where the interface is at and stay on the same page. And since Jira allows users to attach files to projects, tasks, time log items, and more, it’s easy for designers to offer team members a visual reference of where they’re at – even if they’re not in the office.

Support and ticketing. Jira helps IT support organizations handle hardware and software support more methodically. Support tickets can be submitted by anyone within the company. From there, they’re assigned to a qualified expert, and either resolved or escalated. This obviously benefits all businesses and not just those in the gaming industry. But for game developers on a tight schedule, hardware performance is critical – and a fast ticketing process ensures minimal downtime.

Bug tracking. Bug tracking is critical in the gaming industry. Jira’s organized, intuitive bug tracking system allows game developers to track the details, status, etc of every kink in the development process – ensuring better performance.

Document repository. Jira can also act as a document repository for files of all types. With a powerful search feature and page indexing capabilities, game companies can ensure quick access to important files – so long as they’re organized responsibly.

Crucible. A web based code review tool, Atlassian’s Crucible (a “friend” of Jira and Greenhopper) allows multiple people to review code online instead of having to crowd around a desktop or overhead projector – the “Google Docs” of code-writing. For game developers, that kind of collaboration is worth its weight in gold.

Greenhopper task tracking. Drag-and-drop task management that associates tasks with Jira projects, items, files, etc, etc. Completely intuitive, remarkably fast. We needn’t say more.

Customize to your heart’s content. Jira is easily and extensively customizable. Most of its customizations don’t require technical knowledge – so designers and developers with different skillsets can configure Jira with ease.

Insanely easy workflows. You don’t have to be a programmer to set workflows up in Jira. Develop workflows quickly to automate repetitive tasks.

Integration with non-Atlassian tools. Jira users can develop their own plug-ins to import and export data to and from Jira. This is crucial, since no software can tackle every need within an organization, and since game developers usually need to leverage multiple tools throughout their production.

That’s how game developers are leveraging Atlassian tools to streamline operations and production timelines. Again, it’s worth noting that much of what’s covered above applies to business of all types – not just those in the gaming industry. Check out our Jira blogs to learn more about how Jira (and “friends“)  can boost your operations.

Special note: If you’ll be attending South by Southwest (SXSW) in Austin in March 2011, stop by our booth at the SXSWi Trade Show. We’ll have a Jira demo live, and have our developers behind the table!

Topics: jira atlassian blog crucible show sxsw trade workflows tracking development gaming greenhopper industry integration it bespoke
3 min read

The Cost of Quality

By Praecipio Consulting on Aug 24, 2009 11:00:00 AM

The Cost of Quality (COQ) business model describes a method of increasing profits without increasing revenues.

Here’s how it works: COQ increases profit by shrinking business costs. If your business has a 5% profit margin, for example – and you decrease costs by 5% – you’ve doubled your profits. That’s simple enough, but how do you decrease costs?

COQ identifies the importance of shrinking costs without taking the usual cost-cutting measures like not buying everyone’s favorite pens or not stocking refreshments in the break room — the “let’s avoid morale buzz-kills to save a few bucks” approach to increasing profit. Instead, COQ promotes lessening mistakes and increasing business process efficiency.

Companies adopt and tweak COQ to reflect their business goals and in turn their profitability. The model applies to not-for-profit businesses too: budgets are tight; grants, revenues, or contributions may not increase, but the same valuable services need to be delivered with less and less money, right?

COQ is made up of three elements: conformance costs, non-conformance costs, and opportunity costs. We’ll explain these before we explain the rest of what the graphic illustrates:

Conformance Costs

  • Communicate
  • Review
  • Report
  • Status-Check
  • Inspect
  • Train
  • Validate
  • Benchmark
  • Test
  • Prevent
  • Plan
  • Preinstall
  • Check
  • Audit
  • Appraise
  • Survey
  • Evaluate
  • Proofread

Non-Conformance Costs

  • Fix
  • Repair
  • Rework
  • Retrofit
  • Revisit
  • Overstock
  • Re-do
  • Refer
  • Reorganize
  • Scrap
  • Error
  • Constraint
  • Incorrect
  • Excessive
  • Late

Opportunity Costs

  • Under-utilize
  • Cancel
  • Downgrade

Notice these three cost categories are not associated with the cost of producing the output. Materials needed to assemble a product (labor, supplies, etc) are not included. The three elements merely reflect the costs associated with the business process. As we always say, “the profit’s in the process.” The efficiency of your business processes determines your efficiency as a business. If you’re going to maximize your efficiency and profitability, you need a sound understanding of the cost of quality.

Think about it: process is where value is added and where profit is made. Consumers don’t squeeze oranges to make juice anymore. Okay, maybe on rare occasion, but who cuts down trees and processes timber as a raw material to make paper?

The cost of quality is associated with the cost incurred to ensure process outputs (products and services) meet customer requirements. For example, let’s say Company A manufactures pens, a process that takes ten steps to complete. About half of the time, the process works effectively, and high-quality pens are made. The other half of the time, however, is plagued by faulty manufacturing— lackluster execution in the assembly process. As a result, Company A has to keep half of its pens in its shop for a bit longer for fixing/repairing, incurring non-conformance costs. This leads to a lack of consistency. Ultimately, this waste is passed onto the customer with an increased price per unit and/or inferior product— making it more and more difficult to compete.

That’s why COQ’s biggest cost adjustment occurs in reducing non-conformance costs— tightening the process and ensuring customer requirements are met. This may require spending extra money to do some work over again.

Now, to run through the graphic:

  • Conformance costs are important and help ensure a business’ success and stability. when optimizing your business, conformance costs should stay the same or in many cases increase.
  • Non-conformance costs, as we’ve mentioned, need to drop significantly— though you can never expect to be without them, strive to get rid of them.
  • Opportunity cost is the value of the next best choice. It’s the “what could have been.” If a business is suffering from non-conformance costs, the “what could have been,” is higher in the left portion of the graphic, where non-conformance costs are much higher. If a business is succeeding financially, there is little “what could have been,” therefore reducing the opportunity cost.
  • Operating costs are constant. They’re the costs of a business’ building, utilities, licenses, etc— which fluctuate, but not enough to factor into this model.
  • Profit looks like this: $$$. Reducing non-conformance generates more $$$.

So, how do you reduce non-conformance? Remember: the $$$’s are in the process.

Would you like more from us? Contact us here.

Topics: blog bpm business efficiency library management practices predicatability process services technology value continuous-improvement information it itil itsm operations

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