When using Jira Service Management to manage your team's service desk, it's extremely important to ensure that your end-users have a good experience. Otherwise, they may become frustrated with the tool and stop using it to submit requests. With the broad range of clients we serve at Praecipio Consulting, we've found one of the biggest keys to a successful service desk is clearly setting customer expectations and meeting those expectations consistently. Jira Service Management comes with Service-Level Agreements (SLAs) that teams can use to set those expectations and give customers transparency around them. It's important to set reasonable goals for your SLAs, and with automation you can make it easier for your agents to stay on top of those goals so your customers are satisfied.
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“Digital transformation? We already have lots of technology employed in Finance.” And you’re not wrong – whether it’s an enterprise resource management (ERP) system or finance-focused systems or tools. But the corporate requirement for digital transformation isn’t simply the addition or increased exploitation of technology and data but is, instead, a mechanism for improvement and better business outcomes that just happens to be using technology to greater effect.
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Fun fact: At Workato's 2020 Partner Awards, Praecipio Consulting took home the Partner Award for IT Automations for the work that we did in collaboration with Workato and a leading animation studio to deliver an integrated Incident Management solution. The award recognizes our value in streamlining the incident management process through the integration of on-call tools, leading to improved resolution times and an enhanced experience for both the agent and customer.
And now, you can find this exact solution to in Workato's recently-launched Automation Marketplace, an online marketplace of best-in-class workflow automations across various business functions inside an enterprise. The Praecipio Consulting team created a solution around Incident Management using Workato and the Atlassian suite that seamlessly communicated to Jira Service Desk, Slack, AND PagerDuty. This recipe for success keeps agents focused on helping their users (rather than trying to figure out which tool has the most up-to-date information) and delivering an exceptional experience for the client's customers.
Head over to Workato's automation portal, where we outlined exactly how to implement this solution within your organization. And for more information about how we use Workato, check out our recent case study on Enterprise Service Management!
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We'd like to feature one of our partners, Workato, and showcase just a few of the many reasons why we love working with them. Workato is a cloud-based automation and integration platform. We've told you about how we used Workato as an integral part of a full Enterprise Service Management (ESM) solution, and in this post, we cover how we leverage Workato at Praecipio Consulting to connect Jira and Salesforce.
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As Development and IT Ops teams look to be more efficient, decreasing their time to market and increasing product support, DevOps has become the predominant industry solution. There are many resources that paint a picture of the ideal processes for Development and Operations working harmoniously together- but how do we actual get there? Where should we start?
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A smooth running production environment is a beautiful thing. But how do we get there? And how do we ensure that all of our production, staging/test, and development environments stay in sync in order to get there? Today, it seems like everyone in software development is talking about Docker and containers. In fact, according to the 2016 State of the Cloud Survey by RightScale, Docker adoption doubled from 13% to 27% in just one year. Furthermore, 35% of the organizations surveyed reported that they have plans to adopt it soon.
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Growth Through Change
"Organizations that do not or cannot evolve will not last." In the business world, change is constant and necessary, especially when it comes to meeting the dynamic needs of customers. ITIL, or Information Technology Infrastructure Library, is a methodology that helps organizations effectively manage change while putting the customer at the center of the process. ITIL prescribes processes to ensure the customer's needs and requests are handled with ease – from acknowledgement of an issue through the application and evaluation of the solution. One of the greatest values of the ITIL methodology is that it embeds continual improvement into the process. The ITIL framework can be leveraged by anyone, including non-technical teams, to better manage change and serve customers. Atlassian's fastest growing product, Jira Service Desk, facilitates ITIL adoption in an organization by encouraging traceability, collaboration, and reporting.
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Jira’s an issue tracking application, but its core flexibility and strengths mean it can become much more than a tool limited to a development group. Jira’s incredibly adept at helping teams track and accomplish tasks. Jira also has a masterful ability to manage life cycles - and it’s found great success in numerous use cases.
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During our last Atlassian User Group meeting a few attendees asked us for pointers on how to convince their managers to implement or expand upon the Atlassian product suite as a Business Process Management Tool. To us the task seemed easy, especially since Process Optimization and Management are some of our founding principles.
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Lean thinking allows organizations to determine value, and organize their value creation processes in a specific sequence. This fundamental understanding of the value stream allows organizations to dived their work processes into: