7 min read

Seen It, Solved It: Jira Service Desk for ITIL

By Praecipio Consulting on May 4, 2016 11:00:00 AM

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. 

As business process experts certified in ITIL, we leverage the ITIL methodology in unison with Jira Service Desk to institute best practices for our clients. Here are 5 real-world examples of how Praecipio Consulting helped our clients implement lasting organizational change by embracing key ITIL concepts of automation, visibility, knowledge base, change management and evaluation, and continuous improvement. 

Automation

"Using service automation to streamline both simple and more complex workflows of course impacts the overall efficiency of the organization... it also allows for a much better end-user experience for everyone at the company." - ITIL beyond IT: What is Service Automation & Service Relationship Management?

Problem: A major utility company powering the U.S. Eastern seaboard was manually reporting security equipment issues and coordinating with external vendors to fix the issues. This manual process was prone to errors and didn't allow for tracking of service level agreements (SLAs), which would determine which vendors were breaching their contracts. The company was using spreadsheets to track these crucial assets and their maintenance. The spreadsheet system was inefficient and created duplicate versions – leading to confusion, frustration, and waste. Furthermore, the spreadsheets could not track SLAs for Acknowledgement or Resolution for vendors.

Solution: To reduce redundancy and enforce SLAs, our experts implemented Jira Service Desk for the major utility company. By replacing their spreadsheets with Jira Core and Jira Service Desk, we helped them add a level of automation to their workflow. This reduced waste of time and resources, allowed for better communication with third-party vendors, and created a clear path for escalation. The custom configuration we created for the company maintained their security, while also allowing vendors to be a part of of the conversation. Furthermore, reporting features from both Jira Core and Jira Service Desk allowed for a central point of truth. The utility company could check the status of service tickets and see how well vendors were adhering to their SLAs. Through the process of improving their security equipment reporting and vendor coordination, the company found other areas of improvement and have chosen to continue working with us to maximize those workflows. 

Visibility

"It can be very difficult to know the health of your service desk, run reports, and find way to improve your support if you don’t have the right data." - The ABCs of Jira Service Desk: measuring success

Problem: A major U.S. waste management company wanted to adopt a more structured reporting system, replace an old enterprise software application, and incorporate the ITIL framework into their organization. The company's goal was to standardize tools in order to improve communication and rally around a consistent project management methodology. The waste management company desired a suite of tools with the ability to integrate functions across IT service areas, leading to better service for the end customer.

Solution: In addition to implementing several other Atlassian products, our experts helped the company leverage Jira Service Desk to achieve their business goals. We helped them create a central application with the ability to distinguish request types through a structured workflow. This included a more robust user interface to better triage issues and send them to the appropriate teams. The ability to categorize requests and label them with levels of urgency allowed the company to have better reporting, leading to improved enforcements of SLAs. 

Knowledge Base

"[A knowledge base] gets [customers] the help they need at the speed they’ve become accustomed to – i.e., in the time it takes to swipe around on their phones – and it frees service desk agents from stressing out while anxious customers wait on hold or answering the same question over email for the 10th time this week." - 4 tips for getting started with knowledge management

Problem: A large, private U.S. university wanted to revamp an old software application and replace it with a more robust and dynamic knowledge base. The university's goal was to increase usability for both their students and faculty regarding technical and campus-related questions, deflecting tickets by providing requesters with FAQ's and other resources to help them self-serve to find their answers. 

Solution: Our experts helped the university leverage Jira Service Desk and Confluence to achieve their goal. Combining Jira Service Desk with Questions for Confluence (a Confluence add-on that provides a knowledge base inside the already powerful wiki tool) allowed the university to implement a centralized knowledge database. Jira Service Desk allowed for better help engagement using queues and other helpful functionalities. Questions for Confluence empowered external users to help themselves by accessing a database of pre-answered questions, without tying up service desk agents with redundant problems.

Change Management and Evaluation

"Listening to your customers is the single most important thing you can do for the health of your company." 5 tips to transform your IT team from zero to superhero

Problem: The largest provider of support services to general and multi-specialty dental groups in the United States needed the ability to receive and respond to client feedback in addition to handling client issues. They did not have a clearly defined process for patients to interact with the organization and to raise issues. Their marketing team was searching for a new software tool that would manage feedback in a way that led to issue resolution and change management. The team's ideal tool would be able to enforce and report on multiple SLAs through issues submitted via the company's public website.

Solution: Our experts helped the dental corporation adopt Jira Core and Jira Service Desk to manage issue tracking and change management. With Jira Service Desk, the company was able to cleanly sort through client feedback and create a workflow to address issues that arose. Beyond managing client feedback, the dental corporation also used these tools for clinical tasks, billing, and other activities that needed life cycle tracking. In addition to tracking, the Atlassian tools helped the organization evaluate the effectiveness of their changes and quantified the improvements made – empowering all teams, not just marketing, to better serve their customers. 

Continuous Improvement

"With a single-product approach, configuring an SLA or modifying a workflow is easy, because they share core processes." How Jira Service Desk approaches ITSM 

Problem: A major U.S. insurance company was using three different software applications for code management, issue tracking, and service desk management – leading to inefficiencies and miscommunication. Their use of three separate applications resulted in duplicate tickets and the inability to enforce SLAs across the organization.The insurance company wanted to improve these processes and embrace ITIL's practice of continuous improvement. 

Solution: Our assessment encouraged the company to adopt a single application, Jira Service Desk, to provide a single source of truth. With Jira Service Desk, there was a common point of collaboration for issue management. This reduced duplicate tickets and saved valuable time and resources. Leveraging entities, workflows, and issue linking, we helped the insurance company align their processes to make reporting and enforcing SLAs easier, more efficient, and more effective. By strengthening their ability to track what changes are needed and to act upon those needs, we helped them develop a cycle for continuous improvement.  

ITIL for One, and ITIL for All 

"Just because one service desk streamlines the IT and service departments, it doesn’t mean that other teams can’t also benefit from them." - 5 tips to transform your IT team from zero to superhero

These real-world examples from our clients highlight how ITIL and Jira Service Desk can help organizations evolve and change – without the growing pains. ITIL concepts of automation, visibility, knowledge base, change management and evaluation, and continuous improvement aren't just for IT teams. These powerful ideas also provides immense value to other parts of any organization, technical and business teams alike. At Praecipio Consulting, we excel at leveraging the ITIL methodology and Jira Service Desk to help organizations do what they do better. Want more proof? Contact us to learn how we can help your organization evolve and do your best business. 

Topics: jira atlassian blog scaled-agile automation business confluence process standardize workflows traceability collaboration continuous-improvement integration it itil itsm jira-service-desk operations reporting white-paper
5 min read

All-Star Incident Management: How to Be Like Mike

By Praecipio Consulting on Mar 21, 2016 11:00:00 AM

The best teams sync with each other. Think of the intangible magic conjured by the Championship-sweeping Chicago Bulls of the 90's, helmed by Michael Jordan. They ran their offense to perfection, playing to the strengths of each team member and executing each step in perfect rhythm to put points on the board. Any member of those teams will tell you their success came not only from having high-performing people but from working together within an established offense, or process. Because they bought in and trusted the process, each team member knew his responsibility at all times. The team ran time-tested methodologies for getting the win, adjusting as needed after analyzing the other team's strategy. Basketball is all about strategy, process, and teamwork.


Now think of that team that loses to the Bulls- that loses to everyone. The team that's always scrambling after a broken play, unsure of how to set up their offense or what to do after a missed basket. They spend the entire game – and all their focus and energy – trying to just keep up. These are the teams that don't trust in their process, usually because it hasn't worked in the past or they haven't learned how to work with each other. It's hard for each player to handle his responsibilities because he feels like he has to win the game by himself instead of together with his teammates. It's not a good way to win games, and it's certainly not a good way to structure your IT team.

As Atlassian Platinum Enterprise partners and experts in all things process, we've got your playbook for all-star incident management:

Top 3 Tips for Championship ITSM

      1. Track your failures for greater success.

Basketball teams use stats to identify strengths and root out weaknesses. Tracking areas for improvement is key. When agents solve issues in silos they can't tell when an issue reoccurs or causes other issues, indicating a root cause that should be investigated. Ability to link issues is paramount to give your problem-solvers visibility into what keeps going wrong and, ultimately, what should be changed to keep it from happening again. 

2. Success loves preparation.

The 90's Bulls probably lost count of how many times they ran the same plays during practice. The better we prepare, the more successful we are. In the IT world, reporting, documentation, analytics, and other functionalities of our ITSM tool of choice make it easier to prepare well. When we're able to forecast issues based on prior knowledge, we're prepared for what's ahead. Data like a team's sprint velocity or average resource allocation per type of project inform planning for all foreseeable project outcomes.

3. Establish repeatable processes.

Michael Jordan is one of the most successful athletes in history because he was the first one in the gym and the last one out. He was always running drills and perfecting his shot, establishing repeatable processes that became muscle memory. Applying this concept to your organization allows your team to handle day to day operations with relative ease - each agent knows what to do, and they trust in the established process. This is a key to effective incident management and it allows you to focus on improving and advancing solutions rather than fighting fires.

Seen It, Solved It: Major U.S. Insurance Provider

Ready to see these plays in action? Here's how these 3 tips helped our client do better work, faster.

THE PROBLEM

Issues are like potato chips: you never have just one. In a business, any single issue that arises is usually experienced by multiple end-users and often starts a domino effect that causes more related issues. Without the ability to see across all these related issues, each agent responding to an individual issue only sees just that, failing to see the forest for the trees and moving on with an issue fix that doesn't address the root cause.

A major U.S. insurance provider came to us with concerns about their incident management. They already knew that their processes were poorly designed and not well adhered to, but they needed help figuring out how to improve them. In particular, incidents were not well documented or properly managed, putting them at risk for violating regulatory compliances. The client's struggles included:

  • ITSM Processes with No Buy-In (Too complex, too outdated, or too redundant)
  • Lack of Integration Across Tools (Lots of time wasted in context switching, Inability to analyze across platforms)
  • No SLAs or Metrics to Gauge Effectiveness

In short: They were focusing all their time and resources trying to just keep up, but could never get ahead in the game.

THE GAME CHANGER

Enter Coach Praecipio Consulting and Jira Service Desk to deliver a slam dunk incident management solution.

 
New Process Playbook

Because our client had different tools for managing incidents, their lack of visibility across platforms led to slow speed to market with fixes. Jira Service Desk not only solves this issue, but also supports best practices for incident management. By standardizing automated workflows and establishing lean processes, our client is no longer burdened by redundancies and can gather meaningful metrics across incidents.

 
Pass to other Players, er... Tools

In order to deflect the amount of incoming tickets, Jira Service Desk integrates with Confluence to provide a self-serve knowledge base. By leveraging this integration, our client gets back time and resources, no longer tied up on tickets to which an answer already exists. Leveraging machine-learning, the Confluence knowledge base identifies frequently searched topics and strengthens its query language to provide the best answers to questions around incidents. 

 
Set the Shot Clock

As an insurance provider, our client needed to ensure that they stayed within regulatory compliance with vendors and customers alike. Configuring SLAs in Jira Service Desk allows for the client to start the timer the minute a ticket is assigned, tracking time to resolution and producing reports to identify SLAs in danger of being breached. By doing this, the client gains visibility into incident management and can use metrics against goals for continuous improvement. 

Be Like Mike

Like the Bulls' 1-2 punch of Michael Jordan and Scottie Pippen, the tandem of Jira Service Desk and experience-driven process expertise gives our clients a heightened ability to execute ITSM best practices and keep their teams in a cycle of continual improvement. Maximizing your processes makes your day-to-day work simpler, allows you to focus on higher level objectives for better business, and helps you get numbers on the board (with dollar signs in front!). 

Practice makes perfect- it also makes money. Michael Jordan and his teammates knew it, and the best IT teams in the world know it. Take your team's performance to championship levels with the right processes and the right tools- and, if you need help, think of Praecipio Consulting as your coach with a lot of championship experience. 

 

About Sam Besozzi

Sam is a Consultant at Praecipio Consulting where he delivers expert solutions to our top clients. He has an extensive background in process improvement and design and draws heavily from Six Sigma, Lean, and other efficiency-focused models. As a new Austin, TX transplant (originally from Ohio), Sam enjoys exploring his new hometown, hiking, and searching for the perfect taco.

Topics: atlassian case-studies blog analysis best-practices business experts implementation process process-consulting technology workflows support configuration consulting-services itil itsm jira-service-desk request
5 min read

Collaboration Best Practices - 3 Reasons Why Email Hurts Your Productivity

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

The following content was taken from Atlassian.com:

One of the turning points for communication in the workplace was the invention of email. Historically it’s been the easiest way to make contact in any business relationship – short, pointed conversations with the teammates you work closest with, or quick messages to people you’re communicating with for the very first time. You could say it changed the way we all work. Since its inception, however, the notion that email is also a good channel for team collaboration is what’s holding us all back.

Email is great for communication, but not collaboration…

 

Email is an effective means for communication, but when it comes to collaborating with your team on projects and getting work done, it’s a major hindrance to your team’s productivity.

  • Group conversations grow unwieldy too quickly
  • Keeping track of the most current version of an attached document is the modern-era’s needle in a haystack
  • It’s nearly impossible to maintain clarity about what needs to get done, and by whom

At the end of the day, when it comes to collaborating with your team, email wastes A LOT of your time.

Don’t get us wrong, email is not all bad. It’s really effective at quickly and effortlessly communicating with others, but it just doesn’t scale. When it comes to productively working together with your team, it fails to help you get the job done. Here are three reasons why we feel email is killing your productivity.

1. Your email inbox is a lot like quicksand

You receive a ton of email each day (yeah, like you didn’t already know that!) – some of it’s important, some actionable, some is SPAM, and some is unavoidably pointless. As a result your mornings go wasted in your attempt to reach inbox-zero. It’s a losing battle. Each time you take a step forward, you take two back. You’ve likely tried all the organizational features your email client has to offer to control your inbox – labels, filters, multiple inboxes, smart inboxes – but at the end of the day, your morning consists of at least an hour of unavoidable email ground-and-pound. You also probably manage emails when you get home at night and even first thing in the morning when you wake up just to keep your head above water. I’m preaching to the choir here, right? The fact is that this is the norm these days and hardly leaves you anytime to get real work done.

Pro-Tip: Use the ‘Four D’s of Decision-Making’ model

According to a article published by Microsoft, of the email you receive:

  • 50% can be deleted or filed
  • 30% can be delegated of completed in less than two minutes
  • 20% can be deferred to your Task List or Calendar to complete later

With this in mind it’s good practice to decide what to do with each and every email you receive – you have 4 choices:

  • Delete it
  • Do it
  • Delegate it
  • Defer it

2. Your email inbox silos your team’s tacit knowledge

Email is regularly used to share and discuss work, but that doesn’t mean its supposed to. Attaching files and documents or linking to them via shared network drives makes for a complete mess. Countless versions of shared files and relevant follow-up conversations are trapped in email inboxes everywhere. Your inbox is a graveyard for valuable tacit knowledge, knowledge that gets buried deeper and deeper every minute of every day. It’s truly criminal.

So, what’s the real problem? Email is a tool that best serves simple communication, not discussion, and certainly not collaboration either. When you send an email asking someone to review your work, the most valuable piece of information being transferred is not the file itself, but the ensuing conversation. Regardless of the fact that it’s incredibly difficult to find this email in your own inbox later, no one else outside of the email thread has the opportunity to benefit from this transfer of knowledge, keeping stakeholders in the dark.

3. Switching context between work and email wastes a lot of time

The rate at which most people check their email is astonishing – it’s practically become a nervous twitch. Just like Pavlov’s dog, your email has you trained incredibly well.

The problem with checking your email so much is that you rarely have a solid block of time to get any real work done. Take into consideration that if you’re actually checking your email 36 times an hour, and it takes 16 minutes to refocus after handling an incoming email, your workday is basically non-existent.

Switching contexts is distracting, if not annoying, and your email is the number one culprit – destroying the focus you need to get your job done well.

Pro-Tip: Practice Timeboxing to increase personal productivity

Thanks to email, staying on track at work is nearly impossible. Timeboxing is a time management technique that limits the time during which a task is accomplished. Start with 25 minute intervals. Work on a task for 25 minutes, take a 5 minute break, then commit to email for 25 minutes, and finally take another 5 minute break. Repeat. Focus. Flourish.

If 25 minutes sounds like a lot of email time, it sure beats checking your email 36 times in a single hour. At least with Timeboxing you can put all of your energy both into your work and email respectively.

Is there a solution?

We’ve outlined the major problems with using email to collaborate with your team, and even provided a few tips to help avoid the daily snags of collaborative emailing, but these are just simple workarounds. They don’t necessarily get at the core of your problems, which is that email is not the best solution for team collaboration.

OK, we are Atlassian Experts so we’re obviously biased, but we encourage ut clients to use Confluence and HipChat, Atlassian’s team collaboration and group chat tools, as means to reach decisions faster with less email and fewer meetings.

Topics: atlassian blog business confluence efficiency enterprise management optimization process project technology value collaboration information
1 min read

Praecipio Consulting - Atlassian Enterprise Expert

By Praecipio Consulting on Nov 15, 2012 11:00:00 AM

Along with Atlassian’s new offering of Enterprise level Jira and Confluence comes the Atlassian Enterprise Expert Certification. It’s designed to help Enterprise level clients find Atlassian Experts best suited to provide solutions to enterprise level problems. It’s hard to believe that it has been 6 years since our first enterprise deployment, and we are honored to announce that we are officially, Atlassian Enterprise Expert Certified!  

As an Atlassian Enterprise Expert, we have expert-level knowledge and success in the following:

  • Configuration,  analysis, development, and integration of large scale Atlassian installations
  • Diverse product experience with the entire Atlassian product suite
  • Hybrid tool chain experience with both Atlassian and non-Atlassian tools and their integration
  • Git, Mercurial and Subversion

Over the last 6 years, Praecipio Consulting has provided Expert Services to small, 5 person companies to large fortune 100 and 500 companies across several industries including the automotive, pharmaceutical, aerospace engineering, retail, gaming, and financial sectors. 

Topics: jira atlassian blog austin central business confluence efficiency management process technology texas value continuous-improvement information operations

Jira 5.2 Sneak Peek

By Praecipio Consulting on Oct 26, 2012 11:00:00 AM

The Atlassian team has been working hard, and to prove it here is a sneak peek of Jira 5.2, soon to debut. With Jira 5.2, it’s easy to add, remove and swap workflows to find the perfect set for your project. Check it out:

 

 

Learn more and let Atlassian know what you think at here.

Topics: jira atlassian blog business process product-services technology information it
3 min read

Jira Tip of the Month: Dot and Comma Dialogue Shortcuts

By Praecipio Consulting on Oct 3, 2012 11:00:00 AM

Dot ‘.’ and Comma ‘,’ shortcuts

Take your fingers off that mouse! These keyboard shortcuts will help you become a Jira speedster, and get your co-workers to ask “Whoa, how’d you do that?”

Dot Dialog

When your on the Issue Navigation screen or viewing an issue, pressing ‘.’Will bring up an operations dialog menu.

From here, start typing the first few characters of the operation you wish to use.  For example, if you are viewing an issue and want to close it, simply type ‘.’ then ‘close’.

Here is a list of operations you can access using the dot dialog:

  • Start Progress — Set the issue’s Status to In Progress.
  • Resolve issue — Set the issue’s Status to Resolved and select the appropriate Resolution.
  • Close issue — Set the issue’s Status to Closed and if the issue has not already been Resolved, select the appropriate Resolution.
  • Reopen issue — Set a Resolved or Closed issue’s Status to Reopened.
  • Edit — Edit the issue’s details (Summary, Description, etc).
  • Assign — Select an asignee for the issue.
  • Assign To Me — Assign the issue to yourself.
  • Comment — Add a comment to the issue.
  • Log Work — Record the work done and time spent on the issue. This option is only available if Time Tracking has been activated on your Jira site.
  • Attach Files — Select a file, upload it and attach it to the issue.
  • Attach Screenshot — Select a file, upload it and attach it to the issue.
  • Voters — Opens the Voters list of the issue, where you can manage your vote and see others who have voted on the issue too.
  • Add Vote — Adds your vote to the issue. (This option is only available if you did not create the issue.)
  • Watch Issue — Become a watcher of the issue.
  • Stop Watching — Stop watching the issue. (This option is only available on issues you are currently watching.)
  • Watchers — Opens the Watchers List, where you can manage watchers of the issue.
  • Create Sub-Task — Create a new issue which is a sub-task of the issue.
  • Convert to Issue — If the issue is a sub-task, convert it to a standalone issue.
  • Convert to Sub-Task — If the issue is a standalone issue, convert it to a sub-task.
  • Move — Move the issue to a different project.
  • Link — Create a link between the issue and another issue. This option is only available if Issue Linking has been enabled on your Jira site.
  • Clone — Create a new issue which is an identical copy of the issue.
  • Labels — Edit the issue’s labels.
  • Delete — Permanently remove the issue.

(Note that some options in the menu will only be available if the operation is relevant to the issue, if you have the necessary permissions, and if certain features have been enabled by your Jira administrator.)

Comma Dialog

Similarly, if you are viewing an issue, pressing ‘,’ (available in Jira 5.1 or greater) will bring up the Go To Field popup.

Use the popup to edit issue fields in-line, without leaving the page. The following fields are available for editing:

  • Assignee
  • Summary
  • Issue Type
  • Priority
  • Component/s
  • Affects Version/s
  • Fix Version/s
  • Reporter
  • Description
  • Labels

Tune in next month

We’ll be delivering you tips and tricks every month, so make sure to keep you eyes peeled next month for another handy Jira tip. If you found this helpful, please visit Atlassian University - interactive tutorials and videos with tons of tips just like this one.

Topics: jira atlassian blog business efficiency management process tips tricks lifecycle
2 min read

Jira: Not Just for Software Development

By Praecipio Consulting on Aug 17, 2012 11:00:00 AM

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.

Use Cases

The following use case guides are meant to explain a bit of the details related to using Jira for a specific use case. The info you’ll find in here highlights much of what we’ve learned from working with clients in a variety of different industries, as well as our internal expertise and use of Jira.

For each of these use cases, we’ll attempt to highlight:

  • Particular Jira functionality specific to the use
  • Related plugins we’re aware of
  • Customization and tweaks
  • …and sometimes a sample file to help get you started

General and Non-Software Uses

Agile Software Development

Project Management

HelpDesk / Support / Trouble Ticketing

Test Case Management

This can be done by using either of the following approaches:

Requirements Management

Change Management

Topics: jira atlassian blog scaled-agile austin automation business efficiency enterprise issues management process services technology value tracking change cloud collaboration computing continuous-improvement incident-management information integration it itil itsm operations
6 min read

7 Ways Social Enterprise Apps Are More Than Just Talk

By Praecipio Consulting on Aug 1, 2012 11:00:00 AM

by Ashley Furness

CRM Market Analyst, Software Advice
June 27, 2012

Until recently, I might have called Microsoft crazy to drop $1.2 billion on social enterprise app vendor Yammer. The business case for replicating popular social networking functionality in a corporate environment seemed dubious at best. Would there ever be a return on investment?

“Social is more than a trend, it is a revolution that is changing the way we work and collaborate. Powerful social tools, such as Chatter, help employees work faster and more efficiently—making it a strategic piece of the workforce.” — Dave King, Chatter Product Marketing Director

But then I talked to some corporate AtlassianYammerChatter and Jive users, all of whom claimed measurable gains from these tools in a variety of areas. Here are seven ways they derive value from social enterprise applications.

1. Streamline Project Management

Software developers at PerkStreet Financial use Yammer to facilitate scrum meetings, a key component of the agile software development methodology. Rather than hold their daily morning standup meetings in person, each member of the 37-person team posts “what I did yesterday,” “what I will do today” and “barriers to moving forward” using the hashtag #scrum.

Praecipio Consulting has helped in.gredients, a package free micro-grocer, leverage many of Atlassian’s products into extremely powerful tools for project management. Jira and Confluence for example, are used in conjunction to inform teams or others externally on goals, tasks, progress, and results. Confluence makes it easy for their teams to collaborate and share knowledge of Jira roadmaps, workflow, and tasks, or to document work, allowing users to delegate tasks with the “@”symbol.

The tag in Jira and Confluence allows users to quickly see what everyone is working on and chime in when appropriate. Similarly, Yammer can also delegate tasks to others with the “@” symbol. With Jive, users can also employ shortcuts such as an “!” to pull information into the thread from CRM and other enterprise systems.

2. Augment Transparency and Accountability

Since PerkStreet hosts all conversations on Yammer rather than trapped in someone’s inbox, management has continuous insight into the team’s progress.This also prevents work duplication and redundancies because everyone is literally on the same page.

“If you look at someone’s scrum over time, you can see whether they actually accomplished what they said they were going to,” PerkStreet COO Jason Henrichs notes.

Similarly, Jira and Confluence have allowed for Praecipio Consulting to increase its clients’ transparency and accountability even in the case of telecommuting among employees, who at times live in different states. Christian Lane, Managing Partner of Praecipio Consulting said, “the ability of the Atlassian product suite to increase transparency and establish accountability has allowed our business to grow and operate seamlessly across borders.”

3. Increase Communications Efficiency

HipChat, the newest member of the Atlassian family, is similar to Yammer and Jive. It’s a hosted group chat service that helps teams, or entire companies, collaborate in real-time. HipChat has a powerful API and comes loaded with integrations to Atlassian’s most popular products - JiraConfluenceFishEye and Crucible. These integrations allow you to get targeted notifications from products into the relevant chatrooms for your teams.

Salesforce surveys show enterprise wikis can reduce email by 30 percent and meeting by 27 percent.

FlexJobs founder and CEO Sara Sutton Fell said Yammer drastically cut down on her need to email, call or schedule a meeting to check in.

4. Find Experts Faster

Centerstance Inc. Managing Partner Greg Lueck says Chatter helps sales staff answer deal-specific questions expeditiously. He recalled one situation where a partner needed someone certified in Cast Iron software integration who spoke Mandarin. The resource manager working with the partner posted the query in Centerstance’s news feed.

“They had an answer within 30 seconds… in Mandarin,” Lueck remembers. In this and similar scenarios, the employee would have otherwise “relied on a central repository of all company’s experience that is located in one person’s head, or nowhere at all.”

Jive surveys show sales win rates increase an average of 23 percent, and time to find experts falls 34 percent.

5. Better Leverage Information and Insights

Social enterprise vendors have invested heavily in social and adaptive intelligence. These sophisticated algorithms suggest articles, files and experts based on the user’s position, connections, group memberships and resources they’ve previously accessed.

“Chatter knows what you care about based on your activities, making it’s value immeasurable,” King says of Chatter, the salesforce.com social layer. As a result, employees are better informed and can answer questions before they even know they have them.

“Imagine you have 10,000 people in an enterprise. Sales materials, RFPs are constantly flowing through system… Jive makes the most of this information by channeling it to the right people,” according to Jive Product Marketing Director Tim Zonca.

Additionally, HipChat stores full conversation history, so anyone new that joins a room can catch up and participate in the discussion.

“HipChat is incredible – perfect for product teams but fantastic for any team. Its use absolutely exploded at Atlassian, demonstrating the viral adoption potential of a modern communication system for teams,” says Mike Cannon-Brookes, CEO and co-founder of Atlassian. “Connecting and sharing ideas in real-time helps teams move faster, and HipChat does this better than any other product I’ve used.”

6. Generate More, Better Ideas

Yammer provides several means for employees to contribute ideas–from responding to queries and surveys, to posting ideas in a group discussion threads. Users receive gratification when co-workers and leadership “like” their contribution. Then, they are continually rewarded as they watch project teams bring the idea to fruition.

With one advertising campaign, for example, Deloitte CEO Peter Williams asked employees for their ideas for a tagline. More than 38 groups formed that submitted 1,184 original concepts.

7. Boost Employee Recognition and Engagement

In the four years since Deloitte AU implemented Yammer, the turnover rate for active users has fallen to two percent annually–about 10 times less than for employees who don’t use it. Leadership attribute change to employees feeling more engaged and recognized for their work.

“In a company with 180,000 people, most employees rarely interact with leadership,” says Frank Farrall, national leader for Deloitte Australia’s Online Consulting Practice. “Yammer breaks down those barriers.”

Deloitte leadership uses Yammer to pull reports that identify employees with high engagement and positive feedback. The more a user interacts with groups, downloads articles and responds to queries with the same keywords, the more they are distinguished as thought leaders on a subject.

“This is one key way to rise up in the firm–get recognized as someone who drives connectivity,” Farrall added.

Deloitte layered gamification elements into Yammer to further drive engagement and recognition. Using the behavior platform Badgeville, Deloitte awards “badges” when employees report milestones in Yammer, such as completing segments in Deloitte’s Leadership Academy. Users can monitor their rank on a leaderboard that shows what they need to do to surpass the person immediately ahead, encouraging them to do more.

 

Topics: jira atlassian blog business confluence efficiency enterprise management practices process tips tricks value collaboration continuous-improvement operations
2 min read

The Powers of Persuasion - Atlassian and Business Process Management

By Praecipio Consulting on Jul 26, 2012 11:00:00 AM

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.

After doing a bit of research we were a bit surprised by what we found. According to a study conducted by the Journal of Information & Management71% of executives had negative feelings concerning IT as a source of competitive advantage.

This is especially shocking since exploiting current capabilities while simultaneously developing new ones is a common theme among organizations. This idea serves as a baseline for strategic management and is crucial for adapting to changing environments. It’s through this delicate balance of business activities that the notion of Business Process Management (BPM) was born.

As BPM continues to be considered an important way for organizations to achieve a competitive advantage, senior management should be aware of IT’s ability to facilitate these processes. However, as the study pointed out, this isn’t always the case. In many organizations senior management’s reluctant to promote the strategic role of IT and instead, consider it just an automating tool.

This notion’s not only outdated but it also negates the entire philosophy of BPM, and the idea of developing new organizational capabilities.

So how can you overcome these seemingly insurmountable sentiments, standing in the way of cost-cutting, Business Process Optimization? According to the study, executives were most likely to be convinced of the almighty powers of IT when provided with substantial evidence of the following outcomes:

  • Assurance in the success of process re-engineering
  • Greater simplification in business process
  • Increased efficiency by at least 50%

So whether you are attempting to convince a coworker, boss, or yourself, being well armed with relevant examples of the above will come in handy.

Looking for relevant examples? Try the following case studies:

Topics: atlassian blog automation bpm business management practices process tips tricks continuous-improvement lifecycle operations
5 min read

Meet the New & Improved Bamboo OnDemand!

By Praecipio Consulting on Jul 17, 2012 11:00:00 AM

If you’re a Bamboo OnDemand subscriber, you could be forgiven for feeling a stab of jealousy every time a new batch of awesome features comes out for the on-premises Bamboo offering.  ”When, oh when, will it be my turn?”, you pined.  Well, if you logged into your Bamboo OnDemand instance this morning, you already know that the wait is over.   Bamboo OnDemand is now roughly on par with Bamboo 4.1.  ”Roughly”, because there are still a few differences such as not being able to install plugins or use commercial version control systems.

The collection of features now available in Bamboo OnDemand is large enough to fill a book (regular readers know I’m not one for brevity!).  My strategy here today is to call out the biggest n’ bestest of ‘em, and point you to resources that’ll take you deeper in. So bookmark this page.  Reference it.  Love it. Repeat.

Better AMI Support

You’ll need to update custom any custom AMIs used by your build agents to make them compatible with today’s upgrade, but going forward this won’t be necessary.  In addition, BoD now offers a stock image for building on Windows as well as support for EC2 spot instances.

Read more about AMI & Agent Support here: Atlassian OnDemand Release Notes – July 2012

DVCS & External Repo Support

 

The people have clamoured for it, and so the people shall have it!  BoD can pull code from external Git and Mercurial repos hosted on Bitbucket, GitHub or on your own network.  That goes for SVN repos on your own network, too.  Using Git submodules?  No problem. Want to pull code from a hosted SVN repo and a Bitbucket Mercurial repo into the same build? Done.

Read more about DVCS & multiple repo support here: What’s New in Bamboo 3.3

Tasks

All your builders and post actions are belong to us Tasks.  Tasks are the granular steps that make up your Plan: checkout source code, call MSBuild, execute a script… etc.  Your existing builders were converted to Tasks as part of the BoD upgrade, and we think you’ll find it to be a great usability improvement.

Read more about Tasks here: Configuring Tasks

Manual Stages

Many users’ workflows require a set of requests and approvals for deploying code to an environment.  And many many users would like to compile, test and deploy to a QA env with each commit –but deploy to production much less frequently.  Manual stages let you construct a single pipeline, and add “gates” or “valves” to satisfy those use cases.  You’re welcome. 

Read more about Manual Stages (and other cool features) here: Bamboo 3.2 Release Notes

Plan Branches

For a couple of years, the developer community has been complaining that using short-lived branches to build new features simply doesn’t play nicely with continuous integration.  We’ve taken a big step toward proving them wrong.  As soon as Bamboo knows there’s a new branch in your repo, it will clone any associated Plans and point them at the new branch.  Branches are automatically discovered in Git & Mercurial repos, with auto-discovery for SVN coming soon. Très facile!

 

Automatic Merging

Because automatic branch discovery wasn’t enough.  We wanted more!  With each commit to a branch, BoD can now grab code from a second branch, merge the two, run your Plan against the merged code, and if successful, push the merged code to either branch.  Great for ensuring longer-lived branches don’t drift to far from the main line, or for two developers collaborating on a feature using their own feature branches.

Read more about Automatic Merging here: Using Automatic Merges

Test Quarantine

When I was a test engineer, I would’ve killed for this.  But you don’t have to!  No more commenting out tests or dorking around with your suite.xml file.  Just click a button to neutralize a busted test.  It’ll still get run so you can see when it’s fixed, and you’ll see your count of quarantined tests on each build result summary so you don’t loose track of them.

Read more about test quarantine here: Putting Tests in Quarantine with Bamboo 4 (Yes, the zombie apocalypse has indeed arrived.)

Jira Issues

BoD has issues.  And how!  Forget all that inefficient context switching, and create Jira issues from any build results page in Bamboo.

Read more about Jira Issues here: Top 5 Reasons Creating Jira Issues from Bamboo Makes Your Team Awesome-r

Broken Build Tracking

Team leads and scrum masters have better things to do than hound people to fix the build.  With broken build tracking you can assign one person to be the default owner of broken builds for each Plan, or have responsibility assigned to users who made changes since the last passing build.  Bamboo will nag them on your behalf until the build is green again.

Read more about Broken Build Tracking here: Bamboo 4.1 Announcement Blog

Failed Stage Do-Overs

Everyone needs a do-over sometimes.  Maybe a build config needed tweaking.  Maybe your QA environment down just as you were deploying to it.  Re-running only the Stage that failed can save you a whole lot of time.  And time is money, so… yeah.

Read more about Failed Stage Do-Overs here: Bamboo 3.2 Release Notes

Onward!

Bamboo OnDemand is now resting on a more stable platform than before, so expect fewer stability hiccups going forward.  We’ve also made custom AMIs for your build agents easier (even updated the templates, so you might not need to customize at all!), and made Windows images available by default.  Très facile (redux).

But it’s also the end of an era.  This is the last announcement I intend to write about BoD upgrades.  Why?  Because they simply won’t be a big deal anymore.  We’ve retro-fitted our upgrade process such that BoD will be upgraded with new versions of Bamboo at the same time, possibly even before, those versions are available for installation behind your firewall.  This is one “good bye” I think we’re all happy about!

Topics: atlassian blog bamboo business enterprise management practices process technology collaboration information it lifecycle
1 min read

Jira 5.1 Released

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

We’re excited to announce the availability of Jira 5.1!

Jira 5.1 introduces a number of new capabilities for new and existing customers:

Inline Edit for Jira Issues

In Jira 5.0 Atlassian took the first step in making Jira easier and easier for end users – with new, fast Create and Edit dialogs.  In Jira 5.1, field edits, transitions, comments, and all your Jira actions can happen faster than ever.  With inline edit, any Jira field can be edited from the View Issue Page. The speed at which users work in Jira is dramatically changing on a daily basis.

Performance enhancements for large Jira instances

We know this is a big one for many of our largest clients. In Jira 5.1 two teams have been dedicated to performance: a Jira performance improvements team and a company wide Atlassian Performance Engineering team, specifically focused on Jira performance for large instances above 200,000 issues. Atlassian’s repealed the 200,000 issue limit as a result of the improvements, including a 40% improvement in throughput.

Issue Collector

The Jira Issue Collector lets you embed pre-configured or custom feedback forms into any web application or web site, so you can collect feedback, and use Jira to assign feedback items, or put them through workflow.  If you’re looking for a great demo for Jira, the Issue Collector is a great one: how to expose the power of Jira in a simple manner to people both inside and outside of an organization.

Lots More

And 5.1 comes with a whole lot of other enhancements: Disabling users, automatic time zone detection, improved search for Jira to Jira Remote Issue Links, and more than 42 new feature requests implemented and over 840 votes fulfilled.

Topics: jira atlassian news blog business efficiency management practices process product-services value lifecycle
1 min read

Information Economics and Confluence: Putting the I Back into IT.

By Praecipio Consulting on Jun 27, 2012 11:00:00 AM

When it comes to IT, why do most organizations focus more on the T in technology than the I in information? The purpose of a good IT infrastructure’s to prevent information asymmetry and the implications that come with it. By properly managing your company’s information network you can create value through better decision-making.

Information asymmetry occurs when one party has more or less information than another. This can result in bad decision-making, and at times, unethical decisions. Regardless of the industry you operate in, treating information as an economic resource allows your business to yield higher than expected payoffs, resulting in a competitive edge.

The need for better collaboration both within and across business processes is a problem our clients come across often. Luckily the solution’s one we pride ourselves on offering.

Atlassian’s Confluence serves as an organizational wiki, connecting employees to information and each other. Confluence allows users to create, share, discuss, and discover documents, ideas, Jira issues, specs, mockups, projects – anything. By connecting your entire business in one place, Confluence allows for better integration. We love it and so do our clients!

Topics: atlassian blog bpm business confluence enterprise management practices process technology value collaboration information it
5 min read

Stash 1.1 Released: Simple, Secure Git Repository Management for the Enterprise

By Praecipio Consulting on Jun 19, 2012 11:00:00 AM

Seven weeks ago the world met Stash – a centralized solution to manage Git repositories behind the firewall. Stash 1.0 was a huge launch! Atlassian’s been deluged with great feedback and already have small agile teams and large enterprises adopting Stash for their Git development.

Atlassian’s just getting started, and today Stash’s future begins! Stash 1.1 is here with more features focused on making your behind the firewall Git development simple, secure and fast.

SSH Support

Developed from the ground up with enterprise level security as a #1 priority, Stash now supports SSH in addition to HTTPS. Use standard HTTPS authentication or set up your public keys and connect to Stash via SSH, it’s your choice. This resolves Stash’s #1 feature request focused on adding security options to support SSH.

 

For those of you who chose to go the SSH route there can be some benefits for your team (depending on your setup):

  • Increased security
  • Ease of configuring automated systems, such as build and deployment servers (e.g. Bamboo)
  • Restricted access to pushing and pulling from Stash without compromising passwords

Developers are able to manage their own SSH keys. For those using multiple machines to work with their Git repositories or several automated systems pushing and pulling from Stash they can add as many keys as they see fit. And, have no fear Stash admins, you still have full control over SSH keys with the ability to grant or revoke the SSH keys of any user.


Do you understand your Git error messages? No matter what flavor of authentication you choose, Stash makes sure you know what’s going on when things go wrong. Unlike standard Git error messages, which can be confusing and contribute to the steep learning curve, Stash will provide you with user-friendly messages.

Standard Git error message when a repository does not exist

fatal: https://stash.atlassian.com/scm/STASH/nosuchrepo/info/refs not found: did you run git update-server-info on the server?

Stash Git error message when a repository does not exist

fatal: https://stash.atlassian.com/scm/STASH/nosuchrepo.git: Repository does not exist
The requested repository does not exist, or you do not have permission to access it.

Fast-er Browsing

Time = money, and who doesn’t like to save a few bucks? Stash 1.1 vastly improves productivity by providing a faster experience for you and your team to work with Git repositories. Development delivered fast and efficient!

Diff Power

Atlassian’s development teams consist of back-end coders, front-end coders, QA, performance testing, product management and even designers. They’re all part of the development process.

The designers on Atlassian’s team were looking for a way to utilize Stash to compare images. They posed questions like “Have you ever tried to find the subtle difference between two images? That difference may be small like a text change or as large as a page redesign. In many cases it is not obvious.” So, from Atlassian’s designers to yours, we introduce the interactive image diff viewer (careful, it’s hypnotic!).

Maybe not as exciting, but definitely useful is ediffs. When viewing a diff it can sometimes be difficult to distinguish textual changes. Stash solves this with the addition of ediffs to clearly see what textual changes were added or removed when comparing two revisions.

Recent Repositories

There’s a new item in the Stash header, Repositories, that shows you the few repositories you usually work with, even though there may be hundreds set up across your company. For those developers who work with several repositories and want to avoid several clicks to get back to those repositories meet Recent Repositories. Quickly navigate to the repositories you recently visited and save a few seconds in your day.

 

Mouse-less Productivity

Atlassian wanted to make it faster for their development team, and yours, to navigate Stash (Stash was developed with Stash ). When viewing changesets, browsing directories or jumping through your commit list simply press ‘J’ or ‘K’ to move from next to previous. Less mouse, more keyboard!

Check out the other time-saving keyboard shortcuts by clicking the image.

 

Simple-r Permissions

Git’s great, but administering access control to your repositories isn’t! For those organizations with complicated user management (especially in a corporate LDAP), Stash simplifies Git administration. Stash keeps you and your developers productive by providing a way to structure your repositories and manage permissions all in a matter of seconds.

  • Global permissions – delegate administration of projects to developers and provide them the freedom to create and manage repositories; no more requests to IT to create Git repositories.
  • Projects permissions – use the project structure to grant a simple set of project permissions to users and groups to control access to repositories; you can have confidence that the right developers have access permissions to a project.

The new permission screens provide an at-a-glance overview of who has access to your projects and makes managing permissions even faster. Without further ado – the new permissions screen…

Meet Stash 1.1 – 25% off for 12 more days

If you haven’t met Stash yet, now is the time. Be one of the early adopters of Stash and take advantage of the introduction offer of 25% off for new Stash licenses. This long-standing offer will expire in just 12 days (June 30, 2012).

Stash – Git Repository Management for Enterprise Team. Git going!

 
                

Questions & Feedback

Have questions or feedback about Stash? Drop us a line or log feedback on Atlassian’s public Jira issue tracker.

Topics: atlassian blog bitbucket bpm business efficiency enterprise groups management process technology user value collaboration continuous-improvement information operations
1 min read

Lean Thinking- Reducing Process Generated Waste

By Praecipio Consulting on Jun 18, 2012 11:00:00 AM

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:

  • Value-adding activities
  • Required non-value-adding activities
  • Non-value-adding activities

It’s important to note that while organizations can specify an associated value with a process; value’s inherently determined by the consumer – your organization had better have a clear understanding of what that is.

Lean thinking also affects the flow of your production processes by emphasizing a continuous product flow, pulled through by customer demand – ensuring that nothing’s built until it’s needed, and what’s built is in fact needed by its end-user. As Lean thinking’s applied to your specific business model you’ll  inherently perfect your product through the constant process of identifying and removing waste.

Lean + Agile = Better Business Practices

We prefer to look at Agile as more than just a methodology, but also as a way businesses can reduce process – generated waste and non-value-adding activities.

Think of a value system instead of a process. Software development’s too difficult to waste time pouring over things that don’t matter, and it’s extremely inefficient for the organization at hand. From this viewpoint we can apply lean thinking to Agile development.

To effectively understand the meaningful roles these approaches can have, we must first examine their application. From this point of view, Lean represents a set of principles that help guide our ideas and insights about Agile. Lean thinking should be viewed as a set of value-maximizing principles that don’t change over time, and Agile development as an application of principles to a particular situation. Agile principles are specific to each environment and should change to fit the task at hand. Here it’s easy to see how Lean thinking concepts expand upon and improve the framework of Agile methodology.

Topics: blog scaled-agile automation bpm business efficiency management optimization practices process process-consulting value continuous-improvement lifecycle operations
3 min read

The ABC's of Agile

By Praecipio Consulting on Jun 7, 2012 11:00:00 AM

The Agile school of software development’s currently one of the most accepted methodologies for improving productivity. Targeted mainly towards IT managers and CIOs, Agile methods promote an interactive approach which have the ability to help flatten your organization’s cost of change curve.

The Manifesto for Agile Software Development was first introduced in 2001, and outlines the foundation of Agile in twelve principles:

  1. Customer satisfaction by rapid delivery of useful software
  2. Welcome changing requirements, even late in development
  3. Working software is delivered frequently (weeks rather than months)
  4. Working software is the principal measure of progress
  5. Sustainable development, able to maintain a constant pace
  6. Close, daily co-operation between business people and developers
  7. Face-to-face conversation is the best form of communication (co-location)
  8. Projects are built around motivated individuals, who should be trusted
  9. Continuous attention to technical excellence and good design
  10. Simplicity- the art of maximizing the amount of work not done- is essential
  11. Self-organizing teams
  12. Regular adaptation to changing circumstances

Cost of Change Curve

First introduced by Barry Bohem in 1981, the cost of change curve represents the exponential increase in cost as it relates to making a change during the normal development phase of a product. This means that as your product moves farther down the developmental pipeline it becomes more costly to make changes and remedy errors.

That’s a good argument for Agile since it ensures you leave the current production phase with a product that’s as close to perfect as you can make it – particularly because Agile methodology calls for testing and up-front integration which translates to rapid production and minimal initial design. Since the test code’s written before functional code and automated test suites are built around the evolving code, developers are allowed to make rapid and aggressive changes.

The ability to make these changes is one of Agile’s key features and the result is a reduction in the amount of product errors late in the development phase, reducing the cost of change. Even if your organization enjoys a rather flat cost of change curve, Agile ideals can be applied to reduce the cost of change throughout the software life cycle.

Scrum

Scrum’s another widely accepted approach to implementing the Agile philosophy, which includes both managerial and development processes. This approach relies on a self-organizing, cross-functional team supported by a scrummaster and a product owner. Scrum makes your organization Agile by ensuring quick progress, continuously creating value, and by keeping projects on track. The most important concepts of Scrum are:

  • Product backlog - A complete list of requirements that are not currently in the product release. Typical backlog items include bugs and usability/performance improvements.
  • CI - Also known as continuous integration; allows for scrum teams to continuously integrate their work. This will often happen on a daily basis.
  • User story – Describes problems that should be solved by the system being built.
  • Scrummaster - The manager of the Scrum project.
  • Burndown chart - The amount of work remaining within a sprint, i’s updated daily, and also tracks progress.
  • Sprint backlog - A list of backlog items assigned to a sprint, but not yet completed

Kanban

Kanban means visual board – and that’s just what it is, a development process that revolves around a board to manage works in progress (WIP). A Kanban board includes “lanes,” each denoting different phases a project might take. It moves WIPs across the board and deploys them into production when they reach the done column. Since Kanban development practice revolves around WIP management each state of progress is limited to a set number of projects. Organizations able to leverage this high frequency of delivery typically enjoy a large financial benefit.  The most important concepts of Kanban are:

  • Swim lanes - The horizontal lanes of a Kanban board represent the different states in which a WIP or task can exist.
  • Backlog - A list of backlog items awaiting deployment, but not yet completed.
  • Stories – A particular user need assigned to a development team.

Atlassian and You 
Atlassian specializes in robust, easy-to-use, affordable internet applications that seamlessly integrate Agile and Lean methodology  with your business processes to support your organizational goals.  Simply put, success breeds extraordinary performance – and  extraordinary performance breeds success. Atlassian’s suite of products are designed to boost your organization’s performance by providing tools that are easy to use, allowing your business to build its own solutions.
Topics: jira atlassian blog scaled-agile central business confluence efficiency issues management process process-consulting scrum technology texas value tracking change continuous-improvement greenhopper incident-management information it lifecycle operations

Praecipio Consulting is an Atlassian Platinum Partner

This means that we have the most experience working with Atlassian tools and have insight into new products, features, and beta testing. Through our profound knowledge of Atlassian environments and their intricacies, we can guide your organization as you navigate these important changes.

Atlassian-Platinum-Solution-Partner

In need of professional assistance?

WE'VE GOT YOUR BACK

Contact Us