4 min read

What is Jira Align: A Primer

By Amanda Babb on Dec 27, 2022 7:15:00 AM

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A
couple of years ago, in Atlassian's annual flagship event formerly known as Summit and now known as Team, I was in a room full of people for two days providing training on Advanced Roadmaps for Jira on behalf of Atlassian. If you've never attended a live Summit event, the Kickoff Keynote is always a sight to see. One year, Scott and Mike dressed as Daft Punk and mixed music as DJ Kanban (I still nerd out on that one), you see announcements about the expansion of Pledge 1%, and, of course, new product announcements. Jira Align was acquired by Atlassian and announced at Summit 2019. I. Was. Floored. You see, we here at Praecipio were looking for a larger agile-at-scale solution for some of our largest clients. 

Enter Jira Align

After becoming a SAFe® Program Consultant (SPC) in 2015, I spent a lot of time with clients understanding intake and execution processes and facilitating them through the Atlassian product suite. These clients were either just starting their SAFe® journey or had been the earliest adopters and already implementing SAFe®. After implementing Advanced Roadmaps (then known as Portfolio for Jira) to support SAFe®, becoming the Atlassian University On Demand "voice" of Planning with Advanced Roadmaps, and guiding the course content with Atlassian, I was in love with Advanced Roadmaps. And I still am. Advanced Roadmaps is a powerful data aggregation, roadmap, and scenario planning tool for small- to medium-size organizations either as standalone entities or within an Enterprise organization.

Jira Align, however, brought forth a whole new realm of possibilities. Bringing robust framework expertise and combining it with an easy-to-use interface, Jira Align is THE solution for Enterprise organizations running agile-at-scale. Don't believe me? Atlassian is considered a Leader in the Gartner Enterprise Agile Planning Tools Magic Quadrant as of April 2021. Experience and third-party accolades aside, why is Jira Align so amazing? Let's take a closer look. 

Jira Software Integration

Unlike Advanced Roadmaps, Jira Align is a standalone product hosted either in multi-tenant or single-tenant cloud infrastructure. While there is an on-prem solution, of course, there are a lot of additional considerations if you have to choose this deployment. The connection between Jira Align and Jira Software supports both Data Center and Atlassian Cloud instances. The most critical part of the integration is the Jira Software Epic. Epics can be created in Jira Align and pushed to Jira Software or created in Jira Software and pulled into Jira Align. Keep in mind, when creating the integration, best practice is to isolate Epics into their own Jira project. Bringing in Stories and Sprints is also easier if a Jira project represents a single team. 

Rooms at Every Level

Whether you're just starting out with a single Agile Release Train (ART) or are running multiple ARTs, Jira Align provides the Program Room for each ART. This is the central hub for tracking the current Program Increment (PI) and planning the next one. Sprint Progress, investment runway, intra-ART and inter-ART dependencies, PI Burndown, it's all centralized within the Program Room. This provides Business Owners, RTEs, and Program Managers a clear view of the progress of the work in the PI. 

Jira Align also provides the Portfolio Room and Strategy Room. These rooms provide the progress towards Strategic Themes, Portfolio investments, progress toward long-term goals, and status updates. When properly connected to Epics in the Program room, Teams and ARTs can open the "Why?" tab on the Epic and see how their work is contributing to the overall strategy. 

Everyone's Favorite: Reporting

Jira Align has over 180 out-of-the-box reports. Each layer in Jira Align has a Track section pre-populated with the more popular reports for that section. For example, in the Program section, Jira Align provides Program Increment tracking, Program Increment insights, and Dependency Maps. If you're not sure what type of report you're looking for, simply click the Reports menu and ask a question in the search box. 

For those organizations that need to integrate with other systems or need more robust business intelligence, Enterprise Insights can be added to Jira Align. 

Want to know more? We here at Praecipio would love to walk you through how Jira Align can support your agile-at-scale transformation, check out our Whitepaper,  The Connected Enterprise: Close the Gap Between Business Strategy & Execution or Contact us for a personalized demo!  

Topics: atlassian scaled-agile integration reporting jira-align safe advanced-roadmap
2 min read

Advanced Roadmaps: Strategize with Capacity Planning

By Michael Lyons on Dec 9, 2022 10:00:00 AM

1102x402 - Blog Featured (28)In our third blog of our Advanced Roadmaps blog series, we will dive in to how to strategize with Advanced Roadmaps by using its Capacity Planning features. In our previous blog, we focused on the importance of a good information structure. Once you have built a good information structure, you can accurately plan capacity for your team and make adjustments quickly as business needs change.

How Capacity Planning Works

Advanced Roadmaps can help you plan your work accordingly over time and you'll see your tasks reflected in the path you build. The tool allows teams to measure capacity based on the estimation metric that suits the team best. You can measure capacity in story points, hours, or time remaining.

Once you select the estimation metric, you can set team velocity within Advanced Roadmaps. Velocity will be important when determining how much work your team can complete and can help determine if you need more resources. Velocity can be tracked in Jira. You can incorporate this velocity directly into the plan or you can incorporate a velocity that you have determined. Velocity within a plan is adjustable at any point and can be set for a single team or multiple teams if the plan includes work across teams. Having a strong understanding of team velocity is critical when assigning work and committing to timelines and expectations. Jira's native reports are great tools to help understand team performance.

Once velocities have been determined, you can gauge how many work items you can complete within a time frame. As you assign work out within the plan, you will see the estimation metric accumulating in the plan, allowing you to determine the remaining work items that can be assigned out to the team. Advanced Roadmaps will let you know if you assigned too much work to a team. If that is the case, the work can be assigned to another team or moved to a later time. 

Auto-scheduling

When you have to manage a ton of work it may be difficult to allocate assignments and make commitments. Through the auto-scheduling feature, Advanced Roadmaps can help schedule work accordingly and quickly. Advanced Roadmaps will use the velocity estimate that you established in the plan and determine where the work fits best into the plan. This is an effective feature, especially when you have to make quick adjustments, work with large quantities of Jira issues, and plan work for the long term.

It is imperative that an accurate velocity is given in the plan. A more accurate estimate of velocity will result in more accurate scheduling. Setting inaccurate velocities can set unrealistic work expectations.

Conclusion

In the next blog of our Advanced Roadmaps Blog series, we will discuss how to report on dependencies with Advanced Roadmaps. Please stay tuned!

Drop us a line if you would like to learn more about Advanced Roadmaps and how it can help your business or team. We would love to help! 

Topics: jira plan reporting advanced-roadmap
4 min read

Maximizing Jira Align’s Value Prop to Deliver Value Faster

By Peter Jessen on Nov 29, 2022 8:30:00 AM

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After helping organizations implement Jira Align for almost seven years now, I've seen first-hand the challenges that they’ve faced in unlocking the product’s full potential. At the same time, I’ve also had a front row seat to the transformative power of Jira Align within those organizations whose leadership teams were truly committed to the agile transformation journey and were willing to shift their mindsets. 

In this blogpost, we’ll take a deep dive into what makes Jira Align such a powerful tool and how organizations can maximize this enterprise platform to deliver value faster. 

More Than Just a Reporting Tool

Jira Align is truly a unicorn product that brings teams and information closer together for improved visibility, faster decision-making, and greater agility. When configured correctly and in a way that meets the specific needs of the client, Jira Align helps organizations reach that sweet spot where they connect strategy to work execution and eventually achieve true enterprise transformation. 

Unfortunately, many companies make the mistake of buying Jira Align primarily as a reporting system. Jira Align is so much more;  it’s a living system and enterprise agile platform designed for daily collaboration at all levels. The powerful reporting component is only a small part and in fact, the least important for real success. 

Understanding the Layers of Jira Align’s Value Proposition

To unlock your organization’s agility with Jira Align means understanding the layers of the platform’s value proposition and how these different components work collectively together to drive better business outcomes. Let’s take a look at each layer and how they build upon each other to make Jira Align they dynamic enterprise tool that it is: 

  1. Basic Technical – Jira Align is a platform that allows organizations to visualize teams’ work in the form of stories, features and epics (and related concepts of dependencies, risks, etc.). This is the first layer where work is organized in a way that it is tied to strategic vision and investments.  

  2. Performance Improvement – The second layer looks at the data generated by Jira Align and the story it tells to business leaders about performance and how to improve it. Many organizations fall into the trap of focusing only on performance metrics provided and get stuck in the second layer.  This happens because most leaders mistake utilization as a proxy for value delivery

  3. Value Visualization – Jira Align is designed to measure value flow through the enterprise modeled in well-defined epics, features and stories. Organizations that reach level 3 never again question “Is a Jira Align license worth the cost?”  because they shifted their mindset from doing stuff (utilization) to delivering value (delivered features) on cadence.

  4. Outcome-based Thinking – Jira Align’s objectives are one of its most powerful and flexible features, allowing outcome-based thinking at all levels. They are a prism through which to view progress against a specific desired outcome. To fully employ Align's outcome-based thinking requires also understanding how to model portfolio epics, features, strategy, themes, and more in a way that they are tied to short and long-term goals. Organizations that reach level 4 are much farther along than most of their competitors in their journey to enterprise agility. 

  5. Leadership Feedback Loop – The pinnacle of a Jira Align implementation is achieved by evolving through the previous levels while being led by an executive champion(s) and their team(s) that are committed to a true agile enterprise transformation. With this approach, Jira Align becomes the focal point of a feedback loop where leadership can see true transformation  and their teams’ mindset shifts are reflected in Jira Align’s value-delivery metrics.

What It Takes to Implement Jira Align

For companies to realize Jira Align’s full value, it requires clarity and commitment to agile transformation, as well as in-depth experience from an Atlassian Solution Partner. Praecipio has helped hundreds of organizations build agile practices and scale their operations through our proficiency across a range of frameworks including SAFe®. As an Atlassian Specialized Partner in Agile at Scale, our experienced agile practitioners have proven success in enterprise methodology and change management providing Fortune 2000 customers with an accelerated path to enterprise agility with Jira Align. 

Looking for more Jira Align resources? Check out this related blog post on Jira Align, in which we walk you through how to successfully implement Jira Align, tune into this on-demand webinar on how to use Jira Align to connect work execution to strategic vision, and explore our Jira Align Insight Report, co-authored with our friends at Atlassian for a deep dive into the tool that can help you share the benefits of Jira Align with your team.

Read Whitepaper

You can also book a technical call to discuss your organization’s specific needs around Jira Align and how to accelerate your agile transformation journey.

Topics: atlassian implementation reporting jira-align agile
5 min read

Can We Talk for a Moment About Spreadsheets?

By Amanda Babb on Jul 27, 2021 11:14:14 AM

 

802x402 - Blog Featured (4)No, seriously: can we please take a moment to talk about spreadsheets? I have a very large bone to pick with them. Spreadsheet is a four-letter word to me; and don't get me started on workbooks! I recognize spreadsheets have their place in the world. I'm always in awe when I see the most complicated and fragile spreadsheet being used to manage a simple set of data to provide "insights" into the business. Even better, a spreadsheet that helps manage prioritization, planning, and execution reporting on a regular cadence. I've seen complex CountA and SumIf formulas, and Concatenate, and pivot tables, and everything else people can throw at them. And while I'm impressed at the craftsmanship, I'm also incredibly frustrated. The time it took to create and iterate on that reporting could have been spent having conversations about the work or checking in with a team or removing blockers. Instead, the extraction, manipulation, and reporting of easily-accessible, real-time data takes precedent. 

While it was published in 2014, I still reference an article when discussing data and reporting with our clients: This Weekly Meeting Took Up 300,000 Hours per Year. Yes, you read that right: 300,000 Hours. Per. Year! A single team extracting data, then aggregating it across several teams, then teams of teams, then programs, then everywhere else, all to be reviewed in a 30-minute executive meeting where the conversation was, "Are we on track? Yes? Great."  <sends weekly update deck to recycle bin>.

I hold no ill-will to the spreadsheet warriors out there. Instead, I view it as a simple case of "We've always done it this way." Well, what if I could show you a different way? What if, through the power of Atlassian, I could provide you real-time analytics? What if I could show you how to integrate Jira with a Business Intelligence solution? Or provide Program and Portfolio Management including planning and execution data in Advanced Roadmaps or Jira Align? How many hours would that save you or your organization when providing in-depth analytics to executive management? I promise you, this is all possible. 

Individual Team Metrics: Scrum and Kanban

Individual Team metrics are available for both Scrum and Kanban Teams under Reports in a Jira Software project. For Kanban Teams, both the Cumulative Flow Diagram and Control Chart provide flow metrics for the Team. While it may have been a while since you've taken a statistics class (if at all...I confess I tried hard to avoid them), spending ten minutes reviewing these reports will provide information on bottlenecks, flow trending, and backlog growth. Adding Quick Filters to your Kanban Boards will allow you to drill down into a specific subset of data on your board. Want to focus on Stories or Bugs only? Create the Quick Filters. 

Scrum Teams have nine (yes, NINE) reports available on their boards. Are you using the Burndown during your Daily Standup? Can you predict your release of an Epic or Version based on the throughput in those reports? Have you reviewed the Sprint Report to see what was added or didn't complete during the Sprint and asked why? The Scrum Reports will tell you what is happening during the Sprint (or happened, during the Retrospective), but it's up to you and the Team to ask why it happened. 

Need additional assistance to understand what these metrics are telling you? There's a training class for that. Praecipio Consulting is happy to help!

Program, Product, or Teams of Teams Metrics

Client: "Hey, Amanda, we're pretty good on the individual team stuff. Is there another way we can aggregate team data together?" 

Me: "How much time you got?" 

Three solutions come to mind for this one:

First, let's talk about Advanced Roadmaps for Jira. As always in the Atlassian tools, flexibility is key. When creating a Plan in Advanced Roadmaps, tying the work to the Teams by pulling in the scope of work is the first step. Whether it's a Board, a Project, or a Filter, aggregating data across multiple Teams, then tying the source to the execution team, provides you predictable velocity and capacity planning as well as execution reporting. 

  • You want Progress? You got issue count and story point or time-based progress.
  • You want to predict a milestone (read: release) date? You got milestone dates.
  • You want dependency maps? You got dependency maps.
  • You want to look at the Plan in a capacity view or a release view or a specific timeframe? You got custom views. 

Sharing all this information from Advanced Roadmaps in Confluence is amazing. While native in Confluence Cloud Premium, you can download and install the free app from the Atlassian Marketplace for Data Center. If you would prefer to simply share a link to the specific view of the Roadmap, that's available to you as well. 

Second, EazyBI. We constantly hear of clients looking for a more robust way to cube and concatenate data across their Jira instance. However, our clients tend to revert to what's comfortable: the spreadsheet. Instead, using an OLAP analysis and multi-dimensional calculations, EazyBI can provide the complex reporting when Jira's native Reports and Dashboards just won't do. EazyBI started as a purpose-built solution for Jira: it recognizes Jira's data structures and surfaces field data you may not be able to work with in native Jira. Since it's a unidirectional sync, EazyBI will not change your Jira data either. EazyBI can also integrate with other data sources including (sigh) a spreadsheet. 

Third, Jira Align. Here at Praecipio Consulting, we love Jira Align. The Program Room brings together all the information from multiple teams, i.e. an Agile Release Train. Every bit of data from Jira Software is aggregated to provide a clear understanding of the pace of the Train. The Program Board, the current implementation Roadmap with risk indicators, the investment data, the actual execution data, all of it is available in the highly-configurable Program Room. Burnups, Burndowns, progress by Epic, this is all available in Jira Align. In fact, there are over 180 reports available in Jira Align. And if that's not enough, Jira Align BI extends the already-robust reports into your existing visualization tools or your enterprise data lake. 

Enterprise Business Intelligence Integration

You may already have a Business Intelligence solution. Quite frequently at Praecipio, we hear our clients mention PowerBI, Tableau, or data lakes such as Hadoop or Snowflake. These powerful solutions are likely already embedded in your organization. And there's probably a SME out there just waiting to assist. Enterprise organizations usually have an integrations team to help connect Jira and other data sources. In fact, we worked with a large organization to consolidate Jira instances to better connect data to their business intelligence platform. In just 12 short weeks, they were able to analyze and report on their current execution progress simply by being able to feed consolidated Jira data into their business intelligence platform. 

At Praecipio, we have extensive integrations experience across a wide-range of technologies. We can recommend Atlassian Marketplace apps as a fit-for-purpose solution or we can work with third-party integration engines to help you map data for enhanced metrics. 

Take a moment to step back and really examine your use of spreadsheets. While, again, they have a purpose in this world, to a hammer, everything looks like a nail. The spreadsheet is dead. Long live the spreadsheet.

We think you may also like this webinar by the author: Proving Value: How Business Leaders Use Jira Align to Connect Strategy and Execution.

Topics: atlassian best-practices kanban scrum reporting eazyBi jira-align advanced-roadmap business-intelligence
4 min read

What is a Portfolio in Jira Align?

By Amanda Babb on Jun 21, 2021 1:55:35 PM

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Have you heard of Jira Align? I feel like we've told you about Jira Align. Maybe a few times. We here at Praecipio can't say enough about it. Its ability to manage agile-at-scale for enterprise organizations is unmatched. 

When implementing Jira Align or expanding your footprint, however, it's important to understand the objects in Jira Align, as well as their definitions. It's also critical that your organization agrees on these definitions as a whole. With that in mind, let's discuss the Portfolio in Jira Align. What it is according to the product, and more importantly, how to define it in your organization. 

What is a Portfolio in Jira Align? 

A Portfolio supports a value stream. What is a value stream? It's a specific set of solutions that deliver value to your customers whether internal or external. Where a lot of organizations make mistakes is thinking that a Portfolio is a grouping together of projects that need to be complete in a fiscal year. There is no regard for strategic alignment to themes, no consideration for investments, and may follow a business-unit-esque structure. This is NOT how agile-at-scale frameworks define Portfolios, nor how Jira Align defines them. In addition, Programs (aka teams of teams or Agile Release Trains) support a Portfolio. This ties the execution to the strategy in Jira Align. 

In Jira Align, a Portfolio has the following things: 

  • A Strategic Snapshot
  • One or more Program Increments (PIs)
  • A budget for the Snapshot
  • Strategic Themes with allocation to PIs
  • PI budgets established
  • PI budgets are allocated across the Programs
  • Blended rate established for the PIs
  • PI budgets, per program, have been allocated to Strategic Themes
  • Portfolio Epics are created and have been connected to a Strategic Theme, scored, swagged, budgeted, and targeted to one or more PI

Ok, that seems like a lot, right? And it is. In the words of Antoine de Saint-Exupéry, "A goal without a plan is just a wish." While you may have established goals (e.g. increase new subscriptions by 15% over last year), without tying goals to the PIs, allocating a budget, then creating Portfolio Epics, you have a wish, not a plan. 

How Do I Define a Portfolio? 

Depending on your organization, you may have to take a step back and really examine how you operate. There are many questions to ask your organization: how do we deliver value to our customers? Which programs support the value delivery? Are these programs truly cross-functional and able to deliver from idea to value in the hands of the customer? 

At Praecipio, one of our Portfolios is Client Delivery. This Portfolio delivers value to our clients by providing professional services around the Atlassian products and complimentary technologies. The solution (professional services) drives the definition of the Portfolio. Our Client Delivery organization is the delivery mechanism and is grouped into two delivery programs: technical and process. While these are not mutually exclusive, they do require specialization on the part of the teams depending on the services needed from the client. 

Can you break your value delivery, solutions, and execution mechanisms in the same way? If you're struggling to do so, it may be time to reevaluate your organization's definition of a Portfolio before defining it in Jira Align. 

Once the Portfolio is defined in plain language, then examine which Program(s) will execute against the Portfolio. Remember, a Program is a team of teams organized around the value delivery of the solution to your customers. The Program operates in their cadenced PIs, creates and ties Epics and Stories together to the Portfolio Epics to estimate and complete work. Without these links, you will not be able to understand your progress, investments, or overall health of the Portfolio in Jira Align. 

Reporting on the Portfolio

I know I've said this before, but there are over 180 reports in Jira Align. However, the most commonly used object is the Portfolio Room. There are three tabs in the Portfolio Room out-of-the-box: Financials, Resources, and Execution. In all three views, you will always see the Program Increment Roadmap. This gives you an understanding of the planning and progress of the PIs.

  • The Financials tab provides Budget by PI, Estimates, and Actuals in a single glance as well as Theme Effort vs. Value and Theme Budget Allocation against the ranked Theme Priority. 
  • The Resources tab provides allocated resources by theme based on estimated work in the PIs as well as team-week allocation Theme Effort Distribution against the ranked Theme Priority. 
  • The Execution tab provides Theme Progress, Points, and team-week efforts as well as Theme Burnup based on the number of points accepted. 

Of course, the Portfolio room is configurable based on the KPIs relevant to your organization. And a Portfolio manager can drill into any or all of the items listed above in further detail either by a specific PI or multiple PIs. Simply update the Program Increments you'd like to focus on and the Portfolio Room will update the data specific to those timeboxes. While Jira Align will suggest reports under the Track section of the navigation menu, again, you can simply ask Jira Align to provide the report you need under the full Reports section. 

Jira Align makes it simple to understand the health of one or many Portfolios in your organization. Best Practice is to start with one, iterate until you get it right, then expand across other Portfolios when ready. Praecipio's deep expertise with agile-at-scale frameworks as well as intimate knowledge of Jira Align can provide you the needed support when you're ready to take your teams to the next level: check out our comprehensive whitepaper,  The Connected Enterprise: Close the Gap Between Business Strategy & Execution for a deep dive into how the tool can help you transform your organization or contact us and see if Jira Align is a good fit for your organization.

Topics: atlassian best-practices portfolio portfolio-management reporting jira-align
3 min read

Does Jira do burndown charts?

By Mary Roper on Jun 16, 2021 3:33:00 PM

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Good reporting capabilities are essential to Agile teams using Jira Software - and for good reason! Data visualization tools are essential for promoting good communication and collaboration. One of the most sought-after reports is included in Jira Software out of the box: the burndown chart. Read on to learn how Jira makes it easy to generate and share the burndown chart with your team and stakeholders. 

The Inputs

  1. A Scrum Board: In Jira, the burndown chart is accessible through Scrum boards only.
    • To create a scrum-type board, follow these instructions from Atlassian. Column mapping is a key configuration point, as it's the basis for the burndown chart. 
  2. An Estimation Statistic: Determine how your team will measure work, and set an estimation value on each of the issues in your sprint.
    • Jira accommodates for Story Points, original time estimate, issue count, or any custom field, provided that the custom field is a numeric custom field type.
    • We know that this can be a sticking point for your team and asked our Principle Amanda Babb to shared her thoughts about Scrum Team time tracking to help you along the way. 
  3. An Active Sprint: Once your sprint starts, begin to review your team's progress. 

The Interpretation

Once the sprint starts, you can review the burndown chart along the way to understand the amount of remaining work in a particular sprint and gather feedback on the sprint itself. Below are a few scenarios that the burndown chart captures:

Scope Creep:

Scope creep is often unavoidable, so it's necessary to understand when they occurred especially if your team is no longer on target to meet its sprint goal. Here, the burndown chart reflects an increase in scope.

scope-creep-burndown-chart

Opportunity for Alignment: 

It's important for the team to collaborate and land on an estimate for each work item in the sprint - not so much for the actual estimate itself but more for the shared understanding based on the requirements. This is often seen in both over and under estimates on the burndown chart. Below, the burndown chart reflects where some work was overestimated; the team is on track to complete the work well before the end of the sprint. 

opportunity-for-alignment-burndown-chart

Plateaus: 

Plateaus on the burndown chart are typical when you have a team who is either new to Agile as a whole or new to working together. It's an indication that the team got off to a good start early on, but didn't carry the effort through the remaining work items. 

plateau-burndown-chart

Ready to learn how Jira Software can help your Agile teams collaborate and communicate while working in Agile sprints? Drop us a line!

Topics: blog scrum data reporting agile
3 min read

Tracking CSAT through Jira Service Management

By Suze Treacy on Apr 1, 2021 5:03:00 PM

1102x402 - Blog Featured (29)Customer Satisfaction, or CSAT, is a customer experience metric measuring satisfaction with a product, service or support interaction. The metric is captured through a short simple survey to enable the customer to provide their feedback.

CSAT in Jira Service Management

Did you know that your customer feedback is collected by default within Jira Service Management Projects? This means that when an issue is resolved, the customer receives an email requesting their feedback through a simple question such as "How satisfied were you with our service?". That simple question is editable, and can be defined by your project admin.

Remember, if you're utilizing next-gen projects, site administrator access is required to edit your CSAT survey question

There's a handy Satisfaction report built into Jira Service Management, visible to project administrators and agents. This report displays average customer satisfaction scores, as well as individual scores and comments for the team. You can toggle the report anywhere from the past 48 hours, all the way up to the past year by month!

jira-service-desk-satisfaction-report

It's also possible to configure your own custom report to track satisfaction trends. For example, you may want to see satisfaction by assignee, satisfaction by service request, or even a trend graph to track satisfaction changes over time.

The Pros of CSAT

CSAT, a very popular methodology, offers a quick and easy way to entice customers to give feedback. This then provides a clear metric for you to understand customer expectations, and work to exceed them. With CSAT enabled, your customers will receive a survey every time their request is resolved. This enables you to track customer satisfaction at different stages of their journey with your team, making bottlenecks and areas for improvement clear, with very little effort on your part.

CSAT also offers a fast way to compare yourself to your peers. According to the American Customer Satisfaction Index (ACSI), the average CSAT score across the nation is 76.5% - that's just over 3/4 of your customers reporting a satisfying experience. This figure differs by industry - you may not be too surprised to hear that, in 2019, Internet Service Providers and Subscription Television Services reported low CSAT benchmarks of 62%, while Breweries reported a much more favorable CSAT benchmark of 85%. But remember, while it is useful to be able to compare yourself to your competition, the true value from CSAT comes when you analyze and utilize feedback to drive continuous improvement and better your own customer experience.

Considerations of CSAT

While CSAT is a useful metric to track, there are a few considerations to take into account. The customer who takes the time to fill out their satisfaction is likely one who is happy with the service they received. Customers who are unhappy, or just moderately satisfied, are less likely to complete the survey, which can skew the data. CSAT has also been found to be a poor measure of loyalty - although poor CSAT scores can predict attrition, a high CSAT score has not been found to be a reliable predictor of repeat business. Cultural differences should also be taken into account - different standards and expectations will affect the score that customers are driven to pick, which, in part, can make it difficult to understand true customer satisfaction.

So, CSAT isn't a unicorn which can address all customer concerns with support. However, it does offer a valuable insight; one which should be paired with other tools to track and measure customer satisfaction. At Praecipio, we can help you make the most out of the benefits of collecting CSAT in Jira Service Management, and use those results along with other anecdotal evidence such as customer comments, number of tickets raised, cadence call discussions, and repeat business, to drive change, improve your customer offerings, and ultimately, reap the rewards!

Topics: jira blog tracking reporting customer-experience jira-service-management
3 min read

Jira Align Features for Agile Portfolio Management

By Brian Nye on Jan 7, 2021 10:15:00 AM

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Are you an enterprise company looking for a tool to support your Agile processes at scale? Do you find that you've grown beyond the capabilities of Portfolio for Jira? Jira Align is jam-packed with features that will make Business Owners, Program Managers, and all other planning people rejoice by providing a tool that is designed with Scaled Agile Best practices in mind (SAFe, DaD, LeSS). Below are some of the key features within Jira Align that will make planning and tracking easier than ever before.


Portfolio Strategy Management

Jira Align provides top-down alignment by providing a visualization of what the business is doing through Strategic Snapshots. Gone are the days where the mission, vision, and value are created and forgotten until the next planning cycle. The Snapshot becomes a one-stop shop for setting the company's "why" which is displayed as a button throughout the product. Now, it's easy to see and track the goals the company is marching towards. 


Backlogs and Workflows to Keep Big Items on Track

Effectively manage your biggest work items (Epics/Initiatives) utilizing Backlogs and Kanban boards. Similar to Jira, global ranking is applied so the most important items are at the top. 


Roadmap

Understand what your PI looks like and the number of stories that will be worked in each sprint. Progress bar shading provides indication of the level of completeness. The Roadmap is populated with live information which takes its use beyond planning and into execution reporting. 


Program Boards to Guide Execution 

Big Room Planning is a big deal. Ensuring that all the Initiatives, Objectives, Dependencies, and Risks are captured and agreed upon is a full time job, but is vital to the success of the planning meeting. Jira Align recognizes the importance and provides the Program Board feature that allows for Teams to see these critical touch points in an easy layout. The Program Board, like all reports, is constantly updated with the latest information so teams and management can stay on top of the plan as it's being executed.


Ultimate Customizable Dashboard a.k.a. Program Room 

The Program Room is an information radiator of the health of the project. This one stop shop is a customizable dashboard laying out key data points that will help management keep tabs on what's important to them. Now decisions can be made on active live data without the need to collect data from disparate sources. 

We think you'd also be interested in our webinar, Proving Value: How Business Leaders Use Jira Align to Connect Strategy and Execution.


Time to get Aligned!

These five features are barely the tip of the iceberg when it comes to what Jira Align can do for organizations. This is a feature-rich product designed for enterprise businesses that are ready to take the next step in scaling their agile practice. Not sure where to start? No worries - we have you covered! Praecipio is ready to provide services around agile transformations and implementing Jira Align solutions that will get everyone moving in the same direction.

Topics: tracking reporting jira-align

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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