4 min read

Service Management is More Than an IT Service Desk

By Kye Hittle on Aug 11, 2021 3:21:35 PM

Blogpost-DisplayImage-August_Enterprise Service Management Should Share More Than IT Service Desk Capabilities

So, your organization is investing in an Enterprise Service Management (ESM) strategy. It’s a great move! But could it be doing more? Well, if your organization is doing what most organizations do, the short answer is a resounding “yes.” Now, you might think that the opportunity here is the wider use of IT Service Management (ITSM) capabilities across your organization – in other business functions – which will, of course, be beneficial when executed well. But instead, I’m referring to the wider use of available ITSM best practices. Especially since the new version of the ITIL ITSM best practice guidance – ITIL 4 – introduced so much new Service Management guidance.

Looking at Service Management adoption levels

The world of ITSM doesn’t see as much statistical data as it used to, unfortunately. This is also true for Enterprise Service Management, where any adoption-level statistics usually refer to how many organizations are “doing” ESM.

This, however, is a difficult percentage to pin down because of the likelihood that apples are being compared to oranges rather than other apples. For example, the corporate ITSM tool might be used by another part of the organization to fulfill a need, but there’s no Enterprise Service Management strategy. Or where there is a strategy being executed, it might be for half a dozen other business functions, but it could also just be for just one. It’s very similar to where an organization can quite rightly say that it has adopted ITIL when it’s simply using a small part of just one of the 34 management practices in ITIL 4.

What’s more interesting and relevant for this blog post is the relative level of ITSM/ITIL process adoption as part of enterprise service management strategies, i.e. the ITSM capabilities that are more likely to be shared and perhaps adapted for other business functions such as human resources (HR), finance, legal, facilities, security, procurement, and customer services/support.

The adoption levels of Service Management processes by other business functions

During Praecipio Consulting's recently published State of Service Management survey, we saw fairly broad adoption of some Service Management practices outside of IT. In fact, more than half of respondents told us that the top six practices were implemented in their organizations. That's a great improvement from previous surveys on this topic, but it shows there's still plenty of room to apply the power of the other Service Management practices. Service Management Practice Adoption

To download the entire report for a detailed look into Service Management adoption across a wide variety of organizations, follow this link:  2021 State of Enterprise Service Management Report - Praecipio Consulting.

Of course, the above percentages are also influenced by the relative adoption levels of each ITSM capability by IT organizations themselves. For example, if only 60-70% of IT organizations claim to employ problem management best practices, then it’s highly unlikely that the third of organizations that don’t use it would try to share the capability with other business functions.

The key focus is that Enterprise Service Management strategies or approaches are sharing ITSM capabilities that can be considered the domain of the IT Service Desk, such as the ability to deal with requests for help, information, service, and change, all while enabling capabilities such as knowledge management, self-service, and workflow automation/platform-based capabilities.

Hence, while we talk of Enterprise Service Management as the sharing of ITSM capabilities with other business functions, it’s only a small subset of ITSM capabilities that are commonly shared. And organizations and their various business functions could further benefit from the greater adoption of other ITSM capabilities.

Taking enterprise service management beyond the service desk

There were many opportunities to extend the use of ITSM, or ITIL best practice in particular, with ITIL v3/2011. The introduction of ITIL 4 not only increased the guidance content from 26 processes to 34 management practices, it also:

  • Presented the guidance from a Service Management, rather than an ITSM, perspective such that it’s more easily understandable and accessible outside of IT
  • Built the guidance around the concept of the co-creation of value through Service Management

The latter of these in particular is something that should now be included in the extension of Service Management capabilities – including the use of ITSM tools – to other business functions. The obvious caveat is that it’s highly unlikely to happen without IT itself transitioning from ITIL v3/2011 to ITIL 4 first.

This future transition offers up a suitable decision point for the ongoing focus of an organization’s Enterprise Service Management investments: if the IT Service Desk’s capabilities are changed in light of the new ITIL 4 guidance, then the same would also benefit the other business functions that currently operate their variants of the original ITSM capabilities. It’s also a great opportunity to understand which other ITSM capabilities – both old and new – would additionally benefit the operations and outcomes of these business functions.

Examples of enterprise service management beyond the service desk

Even before the release of ITIL 4, some existing ITSM/ITIL capabilities were readily suited for and would have benefited other business functions. Problem management is a good example, with Customer Service/Support departments and Facilities teams able to employ similar problem management capabilities to IT – across people, processes, and technology – to identify and remove the root causes of regularly seen/reported issues.

Another good example is Continual Service Improvement (CSI) – which is now simply “continual improvement” in ITIL 4. After all, every part of your organization would likely benefit from having a formalized approach to the improvement of operations, services, experiences, and outcomes.

With the broader scope of ITIL 4, there are many additional practices that can be shared with other business functions to drive improved operations and outcomes, such as organizational change management, risk management, service design, strategy management, and workforce and talent management.

So, your organization’s Enterprise Service Management strategy could encompass far more than the IT service desk elements of ITSM – where the benefits outweigh the costs.

Hopefully, this post has you thinking about your organization’s current Enterprise Service Management successes and the potential for even more going forward. If you would like to find out more about the opportunities to improve the operations and outcomes across your entire organization - or if you need to get started with Enterprise Service Management - get in touch with us at Praecipio Consulting.

Topics: blog best-practices service-desk service-management itil itsm jira-service-desk
5 min read

Which Atlasssian Products are Right for my Business?

By Michael Lyons on Jul 13, 2021 9:55:57 AM

Blogpost-DisplayImage-July_Atlassian- Which Application is Right for my Business

Are you considering using the Atlassian toolset, but aren't sure which applications are best for your team or organization? Well I'm here to highlight some of the great applications that Atlassian provides so you can make the right choice for your business. Atlassian's product suite is made up of applications that can unlock your entire organization's potential, from Software Development teams, IT Operations teams and Project Management teams to HR, Legal and Product Owners. You can even use the tools for everyday life! We at Praecipio Consulting love these tools so much that we use them in our day-to-day work.

I will be focusing on a subset of applications that can be used as a starting point for your organization. The applications are great foundational building blocks to start with when using Atlassian for managing work, providing service experiences, or housing documentation. These applications can be used on their own, or they can be used together to maximize team collaboration and efficiency, depending on what suits your team or organization best. 

Jira Software

Teams and organizations can use Jira Software as a tool for managing and tracking work in software development projects. This tool is extremely flexible and can be used by teams that leverage both Agile and Waterfall methodologies. It is highly customizable and can track all sorts of work in the software development lifecycle, including initiatives, epics, stories, and tasks, as well as other items specific to the team. Teams can create customized workflows to track statuses for work items to ensure work is being completed properly and the right individuals are involved to support the work. 

Groups that leverage both Scrum and Kanban can equally benefit from Jira Software. Scrum teams can set work for sprints and track the sprint progress directly in Jira. Visual tools such as boards, dashboards, reports and plans can be used to monitor and execute work. For Kanban teams, Jira's board visual is great for seeing the tasks the team is working on and can help determine where the team needs to focus. WIP (work-in-progress) limits can be set depending on what the team can achieve. 

Software, Gaming, Finance, and so many other types of companies find this tool useful to develop new technology. For example, the development of an App across multiple platforms is an excellent case for leveraging Jira Software. Product Owners can help drive improvements of their Apps with enhanced transparency, reporting, and collaboration through Jira Software. 

Jira Service Management

Teams that provide any level of customer service such as enhancement requests, PTO submissions, or change management often look to Jira Service Management as their main tool. Service desks are useful for taking on requests from both internal and external customers. Requests can be assigned and tracked in the application to ensure customers are getting all the help they need. Companies will also use this application to track changes through the business, such as bug fixes or upgrades. As with Jira Software, Jira Service Management can be customized to fit what the organization needs to ensure great service is being provided.

Organizations use this tool for IT Help Desks. If an employee needs a new laptop or to have a password changed, a request can be submitted through a customized service desk. The requests are sent to teams designated by the organization and can be resolved by those teams. Jira Service Management can be used by other groups within the organization as well, such as Human Resources. As described in one of our previous blogs, HR Teams can leverage service desks to onboard new employees. 

Jira Service Management is used for many different types of requests here at Praecipio Consulting as well. For example, our Marketing Team manages a service desk for Webinars. If someone has a topic to present, the service desk can be used to submit the idea. Once the idea is received, our Marketing team will work with the individual to plan and schedule the Webinar. 

Jira Work Management

Jira Work Management functions similarly to Jira Software, but is geared towards teams that are managing non-software development projects. Project Managers across multiple industries can use this tool to assign and track project work. Similarly to Jira Software, Work Management is customizable and provides great visualizations to monitor work and ensure projects are being completed on time. 

This tool doesn't just have to be used for company-related work: it can be used outside of work as well. For example, searching for a new house! The house buying process is extensive, and Jira Work Management can help outline tasks, assign work, and set dates and dependencies so you can purchase your next home in an organized manner.

Confluence

Confluence is a robust content management tool that teams can use to house important project materials, knowledge resources, and document templates. Within Confluence, spaces can be created for organizations and teams to organize documentation. Then pages can be created within the space where teams collaborate and share notes and documents on work being completed. This application can work for any sort of organization in any field, not just for technology groups. 

This application can be used to document daily meeting notes, standard best practices for an organization, and much more. Confluence can incorporate helpful macros to enhance the information being shared. For example, macros include drawing features for diagrams and templates for consistency across documentation. This application enables all of your teams and stakeholders to communicate effectively about projects.

How Can Applications Be Used Together?

I've discussed a small group of the tools that Atlassian offers. These applications can be used on their own, and you may feel the need to only use one. However, if multiple applications fit your needs, you can use them together to achieve operational excellence.  A common case is leveraging confluence and combining it with other Atlassian applications. Confluence, being a great documentation tool, combines extremely well with the applications discussed. Below you will see these combinations and effective use cases for each.

Confluence and Jira Software:  Confluence can be used to document daily notes for scrum meetings and create templates for how retrospective meetings should be organized. It can also be used to store any internal team notes on work being completed.

Confluence and Jira Service Management: Confluence can hold documentation on how to resolve a specific issue pertaining to the business.

Confluence and Jira Work Management: Confluence can be used to document discovery sessions about the project or even store your robust project plans. Drawings can be added to confluence as well for reference. 

The immense synergy between Confluence and all of these applications can help maximize the benefits of your Atlassian applications!  If you have questions about any Atlassian applications, please reach out to us, we would love to help! Best of luck in your Atlassian journey!

Topics: jira blog confluence jira-service-desk jira-software atlassian-products jira-work-management
3 min read

Building Your Confluence Knowledge Base for JSD

By Rebecca Schwartz on Jun 10, 2020 12:30:00 PM

2020 Blogposts_What’s the difference between Affects Version & Fixed Version- copy 2

Building a successful Jira Service Desk requires a lot of moving parts. It can be difficult to find the perfect balance between ease of use for your agents (those who work on requests) and your customers (those who submit requests). One of the most important ways of achieving that balance is to create a great Confluence Knowledge Base (KB). If your articles are relevant, concise, and easy-to-navigate, your customers can avoid submitting a request, giving time back to both the customer and agent. Below are some common mistakes to avoid as you work towards creating your ideal Confluence Knowledge Base that is a reliable, single source of truth for your agents and customers.

Note: On November 9, 2020, Atlassian announced Jira Service Management, the next generation of Jira Service Desk. Jira Service Management is an ITSM solution built on Jira to help IT, operations, development, and business teams collaborate at high velocity. It empowers teams to respond to business changes rapidly and deliver great customer and employee service experiences.

Don't Put Your KB Articles in a Space Used for Internal Documentation/Non-Service Desk Related Content

If you create KB articles in a Space where non-service desk related pages already live, confusing or unwanted information may appear when customers search for help. This may push your customer away from reading the content and make their overall experience less enjoyable. Compiling your Knowledge Base articles in their own separate space is key to ensuring the most relevant articles show up when the customer uses the Service Desk. If you need to centralize documentation for both agents and customers alike, leverage page restrictions in the Space to allow for internal and external content.

Don't Create Lengthy Articles Using Technical Terms

When writing articles for customers, it's important to keep them top of mind. The customer may not understand the technical or team-related verbiage your agents typically use. It can feel daunting for them to look at a wordy article, so we suggest using bullet points, numbered lists, and mixed media (images, videos, etc.) to break up the content. Applying screenshots to your articles can also be useful, as it provides the user with a visual guide on out troubleshoot the issue on their own.

Don't Create Every Single Article From Scratch

Although they may not be useful for all of your articles, Confluence has built-in templates available for you to use when creating most of the content in your Knowledge Base. There are templates specifically for Troubleshooting articles and for How-To articles that have handy macros and formatting already incorporated. You can even customize these templates to better meet the needs of your users. If the out-of-the-box Blueprints aren't the right fit for your requirements, you can create custom templates (although you won't be able to create them from the Jira issue directly in the same way), which will save your agents time when creating articles and allow for a consistent user experience when navigating through the KB. 

Don't Ignore Reports on the Usefulness of your Articles

Jira has several native reports that allow you to see how your Knowledge Base articles are performing. The Requests Deflected report illustrates how often your customers find articles useful. This report shows deflected requested and how often articles are viewed in the portal. The Requests Resolved report displays the number of requests that have been resolved with an article, those that were resolved without an article, and requests deflected in the portal. These reports are key for determining which articles are beneficial to your customers, which allows you to tailor your content to meet customer needs.

 

Now that you know what not to do when building your Confluence Knowledge Base, explore how Praecipio Consulting has answered other Service Desk questions, like How does Jira Service work with ITIL? or Can you really set up an ITIL-based Service Desk in 3 weeks?

Topics: blog confluence knowledge-base jira-service-desk customer-experience
2 min read

5 Stages of ITIL and the Atlassian Suite 

By Martin Spears on Jan 7, 2020 12:30:00 PM

What is ITIL? The Five Stages of ITIL

As a process consultant for a Platinum Atlassian Solution Partner, my responsibilities include helping our customers set up their ITSM solutions and providing guidance in-line with best practices and industry standards. The ITIL framework has been accepted as a collection of best practices for ITSM and the ITIL processes are designed in a Plan-Do-Check-Act cycle with the end goal being continual improvement. The Five Stages of ITIL are as follows:

Stage 1: Service Strategy - Understanding customer needs and determining which services and capabilities will provide the most value

Stage 2: Service Design - Designing new services or changes and improvements to existing services 

Stage 3: Service Transition - Coordinated effort to build and deploy services

Stage 4: Service Operation - Fulfilling requests, fixing problems and performing maintenance tasks

Stage 5: Continual Service Improvement - Capturing lessons from successes and failures and incorporating those learnings in the process

Getting Started with ITIL and the Atlassian Suite 

Based on the Five Stages of ITIL, I'll walk through how the Atlassian suite of products can help you and your company continuously improve your ITSM offerings.

Stage 1: Service Strategy - Confluence and Jira 

In the strategy phase, you are gathering market research and determining customer needs. Confluence is a great place to document these ideas and requirements. When integrated with Jira, you will be able to create a Jira issue for each requirement from the Confluence page.

Stage 2: Service Design - Confluence

In the service design phase, you are determining the services and service levels based on the decisions made in the strategy phase. You will want to document these design decisions in Confluence. Confluence also has built in diagram capabilities for modeling processes.

Stage 3: Service Transition - Jira and Jira Service Management

In the service transition phase, you will use Jira to track the work on the requirements while you build the services in Jira Service Management. Jira Service Management will allow you to create different services, workflows, permissions, SLAs and automations. You can also customize the portal and what the customers see.

Stage 4: Service Operation - Jira Service Management and Confluence

In the service operation phase, you will use Jira Service Management queues to manage requests and you can communicate with customers through the Jira Service Management tickets. Confluence will be used to document fixes and how-to articles. Customers will also have access to Confluence's Knowledge Base – as a way to identify or resolve in a self-service manner.

Stage 5: Continual Service Improvement - Jira Service Management and Confluence

In the continual service improvement phase, you will use Jira Service Management's satisfaction surveys and documented lessons learned in Confluence to help determine how to improve services. 

After all of this - Rinse and repeat.

Building an ITSM Solution

By utilizing the Atlassian tools, you have many of the recommended capabilities to create a great ITSM solution that is continuously improving. If you don't have the time, resources, or experience to do this yourself – Praecipio Consulting offers an ITSM QuickStart that can set you up with many of these recommended practices (in a fraction of the time it would normally take to design and develop your own ITSM solution). To learn more about the ITSM QuickStart or other services please visit our ITSM consulting offering.

Topics: atlassian blog devops itil itsm jira-service-desk frameworks
2 min read

Which Jira Product Do I Need?

By Morgan Folsom on Oct 29, 2019 11:53:00 AM

Atlassian, the developer of Jira, has a wide variety of products. If you're here, you're probably wondering about a few specifically:

  • Jira Software
  • Jira Service Desk
  • Jira Core

Particularly, what the heck is the difference between them? Which is better/ Which do I need to use? Can I use more than one? Take a look to learn more about each Atlassian Jira product and discover which tool makes sense for your team. 

Jira Software

When you're thinking of Jira, it's most likely you're thinking of Jira Software, Atlassian's biggest Jira (and oldest) product. If you're a user in a Jira Software Instance you can:

  • Work in Software projects
  • View issues in kanban or scrum boards
  • Run sprints
  • Track releases

If you're developing code or are running your teams in an Agile way, Jira Software is likely for you. 

Jira Service Desk

Jira Service Desk, on the other hand, is Atlassian's answer to ITSM (IT Service Management) —it gives you customer portals and the ability to allow unlicensed users to submit tickets to your team. 

If you're working as an agent in a Jira Service Desk instance you can:

  • Work in Service Desk projects
  • Work on tickets submitted through a customizable customer portal
  • View issues in queues
  • Track Service Level Agreements (SLAs)

If your team manages request intake (internal or external) and are tracking SLAs or service requests, Jira Service Desk may be your answer.

Jira Service Desk is ITIL certified, but any team can use it. For more information on this, watch this Webinar to hear how non-technical teams can use Atlassian.

Jira Core

Jira Core is Atlassian's business team offering. If you want to track projects without too many bells and whistles, Jira Core and its "Business" projects will get you there. 

With Jira Core any team can do things like:

  • Manage projects or campaigns
  • Track assets
  • Anything that requires moving work through a workflow

Jira Core ships with both Jira Software and Jira Service Desk, so if your organization has either already, then you can try out a business project today. 

So what do I do now?

Any Jira instance can have any combination of these three products, which makes it very easy to cover multiple parts of your organization.

Each offering brings a number of ways to make Jira work for you and your team, and each type of instance lets you customize everything from permissions to specialized workflows to better fit your organization. 

Now that you've got that figured out, contact Praecipio Consulting to help with your licensing needs or to simply help you get started.

Topics: jira jira-service-desk jira-software jira-core
3 min read

Jira Service Desk: Help Center vs Service Desk

By Morgan Folsom on Sep 20, 2019 8:51:00 AM

When designing Jira Service Desk implementation for your organization, there are tons of choices that need to be made. One important decision during this process is determining how to break down your service desk - Will you have one Service Desk for all of the teams working in the organization? Or will you build out multiple service desks and use the Help Center to route users to different Portals? 

Note: On November 9, 2020, Atlassian announced Jira Service Management, the next generation of Jira Service Desk. Jira Service Management is an ITSM solution built on Jira to help IT, operations, development, and business teams collaborate at high velocity. It empowers teams to respond to business changes rapidly and deliver great customer and employee service experiences.

This decision will dictate both user and agent experiences working in the tool - so it's in everyone's best interest to consider as many factors as possible when making this decision.

But before we jump into the pros and cons, let's talk about the Help Center a bit.

What is the Jira Service Desk Help Center?

Jira Service Desk comes with the Help Center out of the box. The Help Center is an aggregated view of all of the Service Desks in that Jira instance. Customers are able to view the Help Center to search across multiple service desks and knowledge bases, see requests they've raised across all service desks, and much more. 

The Help Center may or may not make sense for your organization. Below are some things to consider when designing your organization's Jira Service Desk. 

Benefits of Using One Service Desk

Jira Service Desk comes with a ton of out of the box functionality that can help you group work in logical ways. 

  • The customer can never go to the wrong place - the experience is simplified because there’s just one portal.

  • Since all agents are working in the same place, there is clear visibility across teams, preventing silos. 

  • Requests, queues and SLAs are customizable based on teams or org lines - making it easy to determine who needs to work on the request.

  • All of your work is in one location, which means that finding issues in Jira is simplified.

  • Although all agents are working out of the same project, you can use issue security to lock down sensitive requests. 

  • JSD Reports are straightforward - because they are project specific, you can access them in one place to easily compare metrics. 

  • As an admin, everyone is using the same schemes - which means less effort to set up and less overhead to maintain. 

Benefits of Using the Help Center

If you decide that breaking up the service desk makes sense - you're able to customize the underlying schemes in each project, so teams can have different workflows, issue types, issue security etc. 

  • Schemes are customizable - so different teams can follow different workflows, permissions, etc. if needed. 

  • Each service desk can have no more than 50 queues - so if you've got a lot of teams working on separate work, you'll likely run into this limitation (but run into a fairly confusing service desk first)

  • Each service desk can have one set of customers who can see all of the requests - so the Help Center does the job if you need to restrict which requests customers can see.

  • With the integration between JSD and Confluence, you have the ability to connect knowledge bases to your portal. Each service desk can have only one knowledge base, and the Help Center allows customers to search across them all to find the relevant articles, while also viewing only the relevant articles when viewing from a specific service desk. 

Designing your Service Desk Implementation

As you can see, there are quite a few things to think about here. Designing your service desk implementation may be an overwhelming idea, so a good starting place is to consider the end-users. Knowing what you know now, think about who will be using the service desk (agent and customer), and what would make sense to them. Are there agents who will be working in multiple service desks - how would they manage their work? Is it clear to a customer which project they should go to, or which request they need to use? For more information on customizing your help center, read this article from Atlassian. If you're in the research stage of your Jira Service Desk implementation, read Praecipio Consulting's advice on Accelerator vs. Custom Implementation

Topics: blog implementation help-desk jira-service-desk jira-service-management
3 min read

How to Extinguish Fires with Jira Service Desk Automations

By Brian Nye on Aug 27, 2018 11:00:00 AM

Note: On November 9, 2020, Atlassian announced Jira Service Management, the next generation of Jira Service Desk. Jira Service Management is an ITSM solution built on Jira to help IT, operations, development, and business teams collaborate at high velocity. It empowers teams to respond to business changes rapidly and deliver great customer and employee service experiences.

While service desk agents do everything they can to avoid firefighting, they are often focused on extinguishing one fire and moving to the next. This usually causes tickets to smolder in some status of "not quite done" until months later when they will finally be closed out (thanks bulk edit!). The good news: there is a way to keep things moving using out-of-the-box functionality. No longer will your metrics be inaccurate because people aren't "moving their tickets through the system." Jira Service Desk can help do the moving for you with automation.

Putting out Smoldering tickets

Many workflows offer customers a chance to review the ticket before closing. But, replying to the work request isn't always the top priority of the customer, which in turn, leaves the ticket to smolder in an almost done state. Instead, Jira Service Desk can help you do a fully extinguish the request by doing a couple of things, messaging the customer on impending closure and auto closing the ticket with no response. Just follow these steps below.

Step 1: Create SLAs

While this may seem odd, SLAs can be used for more than just metrics, they are a great trigger for automations due to the extended functionality SLAs bring in Jira Service Desk. Start by creating two SLAs, call them Time in Resolved - Customer Notification and Time in Resolved. Set Time in Resolved - Customer Notification to the parameters shown in the screenshot below. Note, the SLA time can be changed depending on the amount of time you want to elapse before notifying the customer that their ticket will be closed. The SLA for Time in Resolved will have the same start and stop conditions, but put the goal time to be more than the goal of the notification trigger (for example, if the notification is set to send 120 hours after entering the status, than set the goal for the auto close to be 168 hours as this will give 48 hours for the customer to respond).

Step 2: Create Jira Service Desk Automations

Great, now that these SLAs are in place, let's use them to trigger Jira Service Desk Automations.  

Step 2a: Time in Resolved - Customer Notification

For this Automation, you will want to set the When to trigger off of the Time in Resolved - Customer Notification SLA when the SLA has been breached. Feel free to add an optional If statement should there be situations in which the SLA should not be executed. Lastly use the Public Comment option for the Then statement to send a message that the customer will receive. Included is a screenshot of this automation.

Step 2b: Auto Close Resolved Ticket

For this Automation, you will want to set the When to trigger off of the Time in Resolved SLA when the SLA has been breached. Feel free to add an optional If statement should there be situations in which the SLA should not be executed. Lastly use the Transition Issue option for the Then statement to move the issue to the final status. Note that it is best to use a hidden transition which does not require any fields or info as this is done through an automation. Included is a screenshot of this automation.

Step 3: Find other small fires to put out using automations

This is just one example of how automations can be used to keep customers engaged on the ticket and closing out issues that have been resolved. This same logic can be applied to many different areas in Jira Service Desk and can keep your front line firefighters focused on the hot spots and less time doing clean up!

If you still want to learn more about Jira Service Desk automations in action, join us for our next webinar on September 12, 11 a.m. CST: Automation with Jira Service Desk.

Topics: jira blog automation optimization process-consulting consulting-services itsm jira-service-desk jira-service-management
2 min read

Jira Service Desk: Accelerator vs. Custom Implementation

By Praecipio Consulting on Jul 23, 2018 11:00:00 AM

Once organizations make the decision to adopt Jira Service Desk, they often choose one of two implementation options: they either do it themselves or engage a consultancy for a custom implementation—neither of which is ideal for any but the largest enterprises. Few organizations have the skillsets to do the work in-house, and a custom implementation can be both pricey and time-consuming. Fortunately, there’s a third option: An Accelerator implementation by Praecipio Consulting.

Note: On November 9, 2020, Atlassian announced Jira Service Management, the next generation of Jira Service Desk. Jira Service Management is an ITSM solution built on Jira to help IT, operations, development, and business teams collaborate at high velocity. It empowers teams to respond to business changes rapidly and deliver great customer and employee service experiences.

There are distinct differences between a traditional Jira Service Desk implementation and an Accelerator implementation by Praecipio Consulting. To choose the best implementation method for your organization, it’s important to understand how the options differ as well as your organization’s requirements.

Let’s look first at a traditional implementation. Because of the scope of a Jira Service Desk implementation, an experienced consulting firm will work iteratively to ensure your satisfaction throughout the process. The consultant(s) will meet with your stakeholders daily to gather requirements and demonstrate the previous day’s deliverables. With the right consulting firm, this process will result in a top-notch Jira Service Desk deployment that meets your exact needs. However, the deployment will take several months.

A traditional implementation is ideal if your organization requires:

  • Multiple, complex workflows
  • Heavily customized workflows
  • Heavily customized interface
  • Flexibility

A Accelerator implementation is also performed in an iterative manner. However, the scope of the project is much smaller. Instead of building out complex custom workflows, the project provides prescribed configurations based on ITIL best practices. Our team applies its extensive experience to build out industry standard workflows with improvements that we’ve identified over the past decade. As a result, we deliver a Jira Service Desk implementation in just three weeks with workflows that are a step above the textbook recommendation.

An Accelerator implementation is ideal if your organization requires:

  • Rapid delivery
  • Basic workflows such as service request, change management, and incident management
  • Minimal time spent configuring using prescribed methods and schemes
  • Deployment based on industry best practices
  • A solid foundation for future growth and/or customization

The bottom line: An Accelerator implementation allows you to trade customization for speed of delivery and cost. Many small and mid-sized organizations make this trade willingly as they have little need for heavy customizations. If this sounds like you—or even if it doesn’t—our consultants would be happy to discuss our implementation options with you. Check out praecipio.com to learn more about our Accelerator options and other ITSM resources.

Topics: jira blog assessments itsm jira-service-desk
3 min read

Five Things to Love about Jira Service Desk

By Praecipio Consulting on Jul 17, 2018 11:00:00 AM

Note: On November 9, 2020, Atlassian announced Jira Service Management, the next generation of Jira Service Desk. Jira Service Management is an ITSM solution built on Jira to help IT, operations, development, and business teams collaborate at high velocity. It empowers teams to respond to business changes rapidly and deliver great customer and employee service experiences.

Over the years, Praecipio Consulting has developed and implemented service desk solutions for a range of clients using Jira's powerful out-of-the-box capabilities and a few key add-ons; however, there was always something missing. When Jira Service Desk was first introduced, we were excited to see Atlassian embracing their customer (and partner) feedback. Over the few short years it has been in the market, Jira Service Desk has revolutionized the way teams serve their customers both internal and external. If you couldn't tell, we're in love with Jira Service Desk. Here are five things to make you fall in love with it too. 

Customer Portals make requesting help easy

Jira Service Desk provides customer-friendly portals to assist your customers in creating Requests. The portal can be configured to speak your customer's language while providing Agents pre-set information describing the customers' issues. Give your request types custom names and icons while mapping them to existing Jira issues. Add your company's branding, color schemes, and flair to personalize your Portals. These customizations look great and are a great way to automatically triage and resolve your customers' requests.

Approval tracking and visibility

Visibility is key when it comes to approvals. By assigning an Approver to an issue, Agents can see who needs to approve Requests at each step. Approvers will be listed on the Agent view as well as the Portal along with the details of what they're approving. Once the Request has been approved, this decision will be recorded with the ticket and can be referenced at any point during the lifecycle of the work. This helps everyone keep track of the official stamp of approval.

Handy Automation

Jira Service Desk has many out-of-the-box automations to trigger different steps in your workflows. Using automation to facilitate interaction between Customers and Agents stops support Requests from getting lost. Since a Request can almost always be 'Waiting on Customer' or 'Waiting on Support', you can use automation to transition between these two statuses when someone comments on the Request. When the ticket is 'Waiting on Support' and the support team asks a question in a comment, this Request can automatically move to 'Waiting on Customer'. Never worry about tickets being forgotten again! If you don't see what you need, create a custom automation rule using simple When, If, Else, Then logic to automate everything from a Notification to a Workflow Transition. 

SLAs that work for you

Service Level Agreements (SLAs) should help increase visibility into how a team can best work together, not something that adds pressure to situations outside of your control. Configure SLAs so that they are paused when a ticket is 'Waiting on Customer' or 'Blocked'. This lets you understand how your team is working while measuring performance in a fair, practical way. Using Jira Query Language (JQL), tune your SLAs to a specific Customer, Request type, even Priority or Severity to ensure your team meets or exceeds your Customer agreements. 

Confluence Knowledge-Base Integration

Integrate your Confluence knowledge base to help your customers fix their problems before they're submitted to the team. While a customer is typing in a request name, Confluence uses SmartGraph (tm) to suggest articles that relate to the request. The suggestions could be articles with similar words in the title or articles that other Customers have clicked on while submitting similar requests. Customers can self-serve and ultimately finish what might have gone through the entire support process. This saves the support team time and helps the customer get their problem fixed right away.

While there are many more reasons we love Jira Service Desk, these five things make us here at Praecipio Consulting fall in love with it even more every day. If you haven't experienced this for yourself, contact us for a demo or visit our collection of ITSM with Jira Service Desk Webinars here. We're more than happy to share the love. 

Topics: jira atlassian blog itsm jira-service-desk jira-service-management
4 min read

How Samsung does lean ITIL® with Jira Service Desk

By Praecipio Consulting on Oct 13, 2017 11:00:00 AM

October 12, 2017

This is a guest blog written on behalf of Jack Harding, IT Consultant at Praecipio Consulting and Larry Brock, IT Chief of Staff at Samsung Austin R&D Center and Austin AUG Leader. Based on their presentation “The Power of Process: How Samsung Implemented ITIL” at Summit San Jose 2017.


The IT team at Samsung’s Austin R&D Center had the talent to be successful. Yet, there were bottlenecks getting in the way of their efficiency and productivity. Poor communication, lack of visibility, bad process, and unorganized tools were hampering their ability to support the rest of the organization and realize their full potential. Sound familiar?

As an IT organization within a very successful processor design business unit, they realized they needed to do better or they could potentially cost their business unit speed and design quality – the things their reputation was built upon.

 

Samsung’s Austin R&D Center, with the help of Praecipio Consulting, decided to go lean and set up a simple ITIL®  implementation of Jira Service Desk for Incident, Problem, and Change Management processes. Over the course of only 3 weeks, they were able to mitigate those pitfalls and ultimately increase productivity across their IT organization.

What exactly is ITIL and how should my team use it?

ITIL®  (Information Technology Infrastructure Library) is the most widely-used IT service management framework in the world. It’s essential for organizations to align the assets and functions of IT to the overall business. As the de-facto standard for ITSM, ITIL places your organization on the path to deliver the best, customer-centric service management.

The ITIL framework has been developed over the course of 25+ years and the entire library consists of numerous volumes containing thousands of pages of prescriptive process definition. While there is much to be gained from the specification as a whole, sometimes a lighter touch is needed – maybe even necessary. In Samsung’s case, they needed core ITIL processes but also needed to prove ROI quickly.

Before you even decide to implement a framework like ITIL, you should identify your team’s pain points and think about what processes are critical for your IT team. Most teams start with the four key ITIL disciplines, Incident ManagementProblem Management,  Change ManagementService Request Management, and decide which are the highest priority.

Find your pain points

Start by assessing your team. How do they communicate with each other, customers and other teams? Do they have the right processes? Are those processes being followed? Do customers have visibility into their request status? Some of the most common ITSM pain points that IT teams experience are:

  • Process: Processes are often poorly defined or not implemented properly within the tools

  • Communication: Teams work independently of one another and don’t focus on communication outside of their silo

  • Transparency: Customer or partner teams are often unable to see into pertinent processes and work items

Identifying these pain points will help you prioritize which ITIL processes to implement first and how to structure them for your team.

Samsung’s lean ITIL processes

Samsung’s Austin R&D Center had similar challenges. They didn’t have a process for incident, problem or change management, no single source of truth, disjointed communication and a total lack of transparency.

We realized, we have got to do this better than what we’re doing now. – Larry Brock, IT Chief of Staff, Samsung Austin R&D

They already had a clear process in Jira Service Desk for service request management, but none of the other core ITIL processes. They knew they needed structure for incident, problem and change management but needed help to implement them in a lean way. So, Praecipio Consulting helped them take these processes from just theory, to practice in order to see ROI quickly.

Process

The team began to define, publish and follow processes built from their own experience in addition to input and feedback from customers. They also built a multi-faceted workflow allowing for easy escalation of an event into an incident, while automatically generating and linking problem and change issues.

Communication

Praecipio Consulting helped the team create notification templates in order to build comprehensive and consistent messaging into their process. Using queues, they built an attractive change review dashboard with automated removal of stale and abandoned requests. Now, change issues have become the single source of truth regarding what IT has planned, in progress, and completed regarding infrastructure or computing environment.

Transparency

Because changes are now all documented, customers are finding creative ways to access and use this information, including in their own dashboards. The IT change calendar now shows when changes are scheduled and they’ve even seen it layered into Team and Department calendars outside of the IT team.

Evaluating their pain points and creating lean processes to improve productivity has helped them be more transparent within the team, with customers and key business stakeholders and has allowed them to provide better and more timely reporting. The ITIL framework is just that: a framework. It’s up to your team to determine what matters most and how robust or lean you want your processes to be.

Topics: atlassian blog implementation consulting-services itsm jira-service-desk jira-software
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

Expert Tips to Enhance Collaboration

By Praecipio Consulting on Oct 30, 2014 11:00:00 AM

While I may have seen Lord of the Rings, I've recently become keenly aware of my overall lack of knowledge around the ins and outs of the franchise. After creating a would-be "one does not simply" LOTR meme related to a new Atlassian product release, I HipChatted the idea to a co-worker for review. The following is the actual conversation that ensued:
 

 

Aside from the fact that I apparently need to re-watch the Lord of the Rings trilogy, my big take-away from the conversation was- thank goodness for Atlassian! At Praecipio Consulting, we leverage the collaborative power of the product suite for everything from content review to coming up with new ideas and innovations for our client work. Even with resources located across the country, I still get the input I need from our team with tools like Confluence, Jira and HipChat.

As an international company with offices from Australia to Austin to Amsterdam, Atlassian knows the importance of remote collaboration across disparate teams. With a product suite that facilitates communication and documentation, Atlassian helps organizations worldwide increase productivity with tools like Jira, Confluence and Stash. One could write code in Asia, then have a team member in South America review and merge it. Marketing initiatives begun in England can be aligned with corresponding product releases developed in Iceland with Jira Portfolio. The Atlassian line of products, designed for maximum collaboration, allows remote team members to bring their expertise to projects to achieve best results. Besides using the Atlassian tools to prevent misappropriated movie references, we also collaborate in other ways.

Everybody Needs an Editor.

While spell check has done wonders for catching errors, it is always good practice to have someone review your work before pushing to production. Jira and Confluence track activity by users, alerting page and issue watchers to edits made and keeping the general population abreast of developments via the activity feed. This allows your team to see changes made and weigh in with comments. If you have Confluence 5.7, you get even more editing power with the ability to leave in-line comments on documents and attachments for the most specific, efficient method of feedback. At Praecipio Consulting, our best collaborative practices include color-coded copy edits that delineate areas for re-write, removal of copy or verification of content accuracy. Using our colored copy system, it is easy to provide specific feedback during collaboration that the content owner can efficiently incorporate into the document.

To further standardize our review process, we created a custom Marketing Communications issue type in Jira with its own workflow. We now have the ability to track the progress all our content from In Progress to QA (review) to Publish. By assigning the issue to the user responsible for each step in the process, the reporter (the person who ultimately owns the project) can easily see when to expect the next content release. With reports and customizable dashboards in Jira, we can easily view our communications schedule to ensure that content is on track throughout the In Progress and QA phases for on-time publishing. Not only does this help us thoroughly review content before publishing, but it also streamlines our processes by avoiding multiple individual sub-tasks and instead tracks the workflow within the main communications issue for best collaborative practices. 

The Marketplace of Ideas

In 1859, philosopher John Stuart Mill raised the idea of "the marketplace of ideas" - a community of open, transparent discourse to find truth. Why not create a Marketplace of Ideas for your teams to share information and gain knowledge? 

With Atlassian tools like Confluence Questions, your entire organization has access to a centralized source of standardized information. Allowing users to easily search for answers, team members can add their own responses and up-vote the answers of others to make Confluence Questions even more robust. Identify experts in your organization with leaderboard reporting so you find your best resource for each project.

Jira Portfolio, Atlassian's most exciting new offering, brings disparate teams together through initiative setting to align all projects to your business strategy, from your marketing department to your dev team. The skill field for each resource gives you even more granularity when searching for the right person, allowing users to set competencies from UI to QA. 

We don't think John Stuart Mill was the one who coined the phrase, "two heads are better than one," but Atlassian users agree with it just the same. Introducing tools like Confluence Questions and Jira Portfolio bring best collaborative practices to your organization as your team begins sharing and learning together. 

Members Only

Getting others' feedback can be helpful, but sometimes you only want input from certain users. With permission setting capabilities across the Atlassian product suite administrators can determine the visibility of information to control who can edit and view data. For additional security for your most sensitive information, Praecipio Consulting's Secure Content add-on for Confluence brings you the ultimate encryption with a secure yet simple user interface. 

Need to discuss something with a specific team? Get a room! A HipChat room, that is. Security settings in the real-time chat software gives you the ability to create your own chat room inside your organization's lobby. Add permissions to decide who gets invited to the room and a lock icon will appear next to your HipChat room to let everyone know you're having a private party.

Atlassian's security and permissions settings give you the power to choose your collaborators and keep that secret project - whether a new hire or plans for the boss' birthday party - under wraps until release.

Secure Content provides an easy to use, secure location for your most sensitive information.

Teamwork Makes the Dream Work

Atlassian facilitates best collaborative practices and your best processes with their entire product suite. You gain the full benefit of your team's expertise as they contribute to the CMS, share knowledge and align business strategy. Atlassian gives you the utmost transparency so everyone stays "in the know" and interacts in real-time. Getting efficient and documented feedback, you can seamlessly track user stories to stay involved in the collaborative process from ideation to release. As Atlassian product and process experts, Praecipio Consulting offers services around the innovative suite of tools to help you achieve best collaborative products and practices. We get you what you need - from process optimization to product licensing - to facilitate your best collaborative practices. The greatest ideas come from inspiration through collaboration. Harness the full brain power of your organization with the Atlassian product suite and Praecipio Consulting's best collaborative practices. 

Topics: jira blog best-practices confluence implementation process-consulting questions-for-confluence collaboration consulting-services jira-service-desk marketplace-apps
5 min read

Paying for Mistakes: The Cost to Fix a Software Defect and How to Avoid It

By Praecipio Consulting on Oct 9, 2014 11:00:00 AM

In 2002, a study by NIST reported the U.S. Economy spent $59.5 billion annually fixing software defects. Less than a decade later, Cambridge University found the cost to have risen (in 2007 to 2011) to a global cost of $312 billion per year. With technology becoming an ever-growing presence in our society- from smart phones to smart cars- the pressure to build infallible software is at the forefront of companies' minds. A software defect, which can be caused by omitting even one character in pages of code, can have far reaching repercussions.

These kind of non-conformance expenditures spent repairing software defects impact your Cost of Quality, costing your company profit and maybe even your professional reputation. Customer satisfaction fuels the reputation of businesses, and even a small software defect can translate into billions of dollars in lost revenue when people become frustrated over non-functional or mis-operating products. 

"To err is human." So, how do we reduce software defects caused by user error?

With the Atlassian product suite, you have security with well-documented, well-reviewed process capabilities- You just have to begin with the end in mind. This should be the mantra for any software development effort. To start, gathering clear requirements in Confluence will allow a team to have a single point of truth when in the early stages. Developers, QA, Stakeholders, Product Owners, Scrum Masters- everyone should be involved in the process. Before kicking off a new project, ask yourself:

  • What are we trying to create? (e.g. a new feature, an enhancement to an existing product or offering, a cleaner UI)
  • Why are we doing this and why is this a need? 
  • Who are the end-users and how will they be using the product?
  • Where in the application will this sit? (e.g. Is it middleware? Is it database transactions? ) 
  • When can we release this? 

These 5 questions can get ideas flowing. Recommendations regarding this phase include creating user profiles to help determine acceptance criteria. In Agile, the creation of user stories helps here too. By beginning with the end in mind and leveraging Confluence, there is no question as to what the expected function of the product is and what is considered done.

Once the requirements have been reviewed and agreed upon, now is where we start tasking. Within Confluence, selecting text and creating Jira tickets is easy once the applications are linked. These issues should be created with the mindset that after an iteration, the issue is complete and potentially shippable. 

Fail fast... then fix it!

These checkpoints in the SDLC process have the opportunity to make or break a deliverable's release, reducing extra costs to the company. Depending on the phase in which the defect is introduced, and how long it takes to catch, the losses can quickly add up. Finding an architecture issue in the construction phase will cost 10 times as much than if it were caught in its starting phase. A requirements issue found in post-release can cost up to 100 times as much to fix than if identified from the beginning. How can you ensure you're shipping a defect-free product that won't cost your company profit or credibility?

Take a moment to think about what potentially shippable means. These items have been developed, tested, re-tested, merged, and are ready to meet the outside world. With a click of a button in Stash, these items can be merged with the Master Branch and are now available for use. But to get to this point, the Scrum Team must have had some way to develop and test and merge and flag issues without affecting the Master Branch or Production System. Here's where integrating Jira, Bamboo, and Stash come in handy. You can create a feature branch, develop against it, and merge it with everyone else's branches to ensure there are no defects. Bamboo will see the new branch and build. Fail Fast. Within a short period of time, the team can see what they did (or didn't do) to make sure the units are potentially shippable- troubleshoot, fix, then merge again. When a build fails or a branch doesn't merge, defects can be filed in Jira and added into the Sprint. 

Accidents will happen.

Even with multiple checkpoints in place for accuracy, a user may spot a defect. In this case, leveraging Jira Service Desk can provide immediate feedback to customer service regarding the problem. By providing a way for customers to communicate their issue immediately, you are able to respond to their complaint- preserving the reputation of your business and gaining important information on what went wrong (so you can avoid it next time). Everybody makes mistakes- it's how (and how fast) you fix them that leaves a lasting impression with customers. 

Limit Defects, Avoid Loss, Increase Productivity

With the Atlassian product suite, user errors that create defects in software are identified and weeded out before your deliverable ships, allowing you to continually increase profit and get solid results. Best practices in robust tools like Jira, Confluence, and Stash help your organization achieve traceability and thorough documentation through continuous integration. Leveraging administrative and reporting functions, including permission setting and customized workflows, you can track project development and identify blockers in real time to mitigate profit loss. Atlassian further stacked their product line to increase visibility and keep deliverables on time and defect-free with their new offering, Jira Portfolio

Million dollar profit or million dollar loss? The omission in a single character in one line of code can be catastrophic to your deliverable, so early detection is paramount. Atlassian helps you catch those bugs before they turn into an infestation and with our extensive knowledge of best practices and process optimization around the product suite can maximize your defect defense. Learn more about how Praecipio Consulting can help you avoid those costly errors. With the money you save, you can treat your team to an Atlassian training course!

Topics: blog scaled-agile best-practices bitbucket confluence process-consulting roi consulting-services jira-service-desk marketplace-apps
4 min read

The Future of Atlassian: Blowing Minds at Summit '14

By Praecipio Consulting on Sep 17, 2014 11:00:00 AM

Make a list of all the things you'd like to see in new and existing Atlassian products. Dream big. Get thoughts from other Atlassian users. Then- build, test, deliver and repeat. No, this isn't the Atlassian version of Willy Wonka's Chocolate Factory.

It's the future of Atlassian- and your mind will be blown!

Atlassian co-founders Scott Farquhar and Mike Cannon-Brookes kicked off Summit 2014 in San Jose, CA with an Opening Keynote that not only inspired the audience, but moved them to on-going applause as one-by-one new products and features were announced. For those of us streaming the presentation remotely, HipChat rooms all over the world were surely abuzz with excited talk about the new offerings, all of which were on our personal wish lists! 

Without further adieu, we present six more reasons that Atlassian is the shiz: 

6. The Atlassian Family is growing!


Atlassian is expanding- and we don't just mean their product line.

They've welcomed 9,000 new users (Many of whom we've introduced to Atlassian!), added over 300 new Atlassian team members, spent 1,600 hours giving back to non-profits and, most notably, opened a new office in Austin, Texas (but we're biased). 

It's a good thing Atlassian added to their ranks, because they are going to be very busy with the next 5 announcements!

5. HipChat comes to iOS8!

All the Apple users of HipChat had their (mindblown) when Atlassian announced the new HipChat app for iOS8.

The re-designed app allows you to view HipChat in your lock screen and go straight to notifications in an easy-to-use pull down screen for reading and replying.

Just when we thought we couldn't love HipChat any more than we already did! 

4. Holy Confluence 5.7, Batman!

Wouldn't it be nice to simultaneously work on a single, shared document in Confluence and offer in-line comments to collaborators on pages and attachments?

Atlassian thought so too- that's why they included these real-time, collaboration-enhancing features to their already robust CMS.

The fastest way to get your non-technical team members to love Atlassian? Introduce them to Confluence 5.7.

3. Unlimited Customer Usage of Jira Service Desk!

Since making its debut at Summit 2013, Jira Service Desk has quickly become one of Atlassian's hottest, most used products. Thousands of teams received thousands of requests through Jira Service Desk- and now, all those customers are FREE.

With new, agent-based pricing, you get Jira Service Desk 2.0 for your team to serve as many customers as you can. Just one price, no matter the size of your client base! 

2. Stash in the Enterprise! 

Stash is the latest Atlassian product, after Jira and Confluence, to join the Data Center offering- and it's set to be the biggest Data Center release yet!

The first high-availability Git repository, Stash Data Center is a dream for teams running mission-critical processes with no room for downtime and a great need for scalability. 

1. Introducing Jira Portfolio!

On the last day of Summit, attendees packed into Demo Alley to get a glimpse of the newest addition to the Atlassian product line: Jira Portfolio.

The world's largest companies leverage Jira for this purpose- and Atlassian is providing even more planning, reporting and traceability than ever before!

Improved strategizing, change response and growth planning? We're signing up right now!

Where are you going with Atlassian? 

Judging by the non-stop excitement and discuss by our team, nobody is more enthusiastic about the future of Atlassian than Praecipio Consulting! 

Our passion is improving your processes- making them better, faster and stronger so you can achieve best practices for your best product- and those are the tools Atlassian builds.

No matter if you're a new user, a small start-up or an industry giant- wherever you want to go with Atlassian...

...We'll take you there.

Topics: jira atlassian news blog atlassian-summit best-practices bitbucket confluence hipchat mobile jira-service-desk marketplace-apps

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.

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