2 min read

Queues vs. Dashboards in Jira Service Management

By Rebecca Schwartz on Apr 26, 2021 10:15:00 AM

Blogpost-display-image_When do I use JSM queues vs. dashboards-When it comes to understanding the progress of work in Jira, Atlassian has some great options natively within Jira Service Management. Queues are available in each Service Management project in Jira and Dashboards are available in all Jira products. These features give users important insight into what teams are working on, but how do you know when to use which, and why? Having easy access to the progress of work in the system, as well as some of the stats that go along with the quality and completion of the work, is essential for any team's success. Below, I'll discuss the functionality of Queues and Dashboards in Jira and when one should be used over the other. 

What are queues?

Queues are groups of customer requests that appear in Jira Service Management projects. They are used by service desk agents to organize customer requests allowing the team to assign and complete customer requests quickly and efficiently. There are a few helpful queues that come with your service desk, but Jira Admins can also create custom queues if the ones in place are not the correct fit for the team. 

What are Dashboards?

A Dashboard is a page of reports and data visuals related to issues in Jira. Dashboards are customizable and can be tailored to meet the needs of various users throughout the organization. Individual users often create their own Dashboards to easily visualize what outstanding work they specifically need to get done. Teams can use them to see their overall progress of work. Management can use them to get a more high-level overview of the progress of work across the entire organization. Gadgets make up Dashboards and are often based on Jira filters or JQL. They typically come in the form of charts, tables, or lists. Dashboards are available no matter what kind of Jira project you're working in.

When to use queues vs. Dashboards?

Queues are great for agents and other folks who need to work on issues in a service management project. If queues are broken up by SLA's and/or priority, they help agents determine which issues are most urgent and need to be worked on ASAP. Then, agents can easily grab issues from the list and begin working on them. Queues don't give you any stats or overall status on work that's in progress or has yet to be completed. It's simply a way for those working on Jira tickets to organize them and decide what to work on.

While queues are limited to a single project, Dashboards can be used across multiple projects. They give more information on the work and can provide more details such as the time from creation to resolution, how many issues of a particular type were submitted in a given time period, and which agents completed the most issues. Dashboards are perfect for users who need to get an overview of what's going on, but don't necessarily need to work on the issues. Since Dashboards are meant for viewing Jira data, these pages are perfect to give higher-level users an insight into what's going on with the outstanding work. Using gadgets, these users can see where improvements need to be made if, for example, SLAs are continuously breached. They can also be used to see what works well for your teams. 

You have questions?  We have answers!  Contact us to schedule a call with one of our Atlassian experts.

Topics: jira atlassian blog tips service-management tracking project-management jira-service-management
3 min read

Tracking CSAT through Jira Service Management

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

Blogpost-display-image_How Jira Service Desk helps track CSATCustomer 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 Consulting, 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
4 min read

Do testers need to be in sprint planning?

By Marcelo Garza on Mar 3, 2021 11:30:58 AM

Blogpost-display-image_Why do testers need to be in sprint planning-In today’s business environment, high-speed implementation is a must. This applies to all products and services. Suppose you were using an application and got stuck because of a bug: after reporting the bug, you expect the team to fix it as soon as possible. If not, your next move is probably going to be switching to another service.

Software companies want teams working together providing quick and on point solutions to save time and resources, which can only be accomplished by the involvement of all of the teams working on a project. That’s why companies are opting for testing with Agile teams, since it allows for a greater collaboration across teams on a project. 

Agile allows a key collaboration between testing teams and developers which can’t always be accomplished with traditional approaches. It enables testers to share their perspective from the start of the sprint planning; this leads to less bugs during testing and creates a better possibility for sprint delivery dates to be met on time.

Let’s dig a little deeper to understand what this means.

The objective of Agile/sprints/scrum 

Agile methodologies were born as an alternative to traditional software development approaches, like waterfall methodology. 

The following images show the big difference between agile and waterfall methodologies. (Source)

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On one hand we can see that the traditional approach (Waterfall) aims to understand user needs and develop a product. After development, testers test the product and report bugs before deployment. The development team then works on them and fixes any errors using the best possible solution. This is progress through phases, one starts only when the previous one ends; this does not create an opportunity for proper feedback or collaboration between testing, developers and users teams.

On the other hand, Agile is mainly focused on performing constant, small deliveries of the product in order for the customer to be able to see how the product advances through the lifecycle. This gives the opportunity for testing to take on a bigger role and to get involved at an early stage of product development and throughout all the lifecycle of the product.

Agile has four important values:

  1. The focus should be more on individuals and interactions instead of processes and tools

  2. Working software is more important than comprehensive documentation

  3. Customer collaboration is more vital than contract negotiation

  4. The process should respond to change rather than follow a plan

Testing in sprint planning: The goal of sprint planning

During sprint planning, the team discusses which stories they will focus on in the upcoming sprint based on aspects like priorities, time frame, feasibility, etc.

The whole team involved in the development of the product should be involved, and if additional expertise on specific backlog tasks is required, then stakeholders can also be part of it.

Sometimes, during this meeting, the testing team can take a secondary role since the main focus tends to be on the development of the stories; this is understandable since it will set the start of the sprint. However, the testing team's' perspective can lead to some serious benefits for developers.

Why testing should be involved

One flaw of working in traditional testing (i.e. Waterfall methodology) is that during the test case design phase, although testers receive the requirements, most of the time they don't get access to the software they will test until it is time to begin the test execution phase.  It is well known that there is usually a big gap between what a requirement specifies and the actual software developed. 

This leads to a huge time investment on the testing side to reach out to both developers and users to define how the product works and how it should work in order to define the correct test scenarios and test cases.

Agile methodologies give testers the opportunity to be involved in the development of the product from the get-go. Testers can be involved in the design of the software by working closely with developers to assess and advise on testability aspects.

An Agile tester should understand the relevance of technical skills. A tester is always prepared to contribute to the technical discussions of the team. Their contribution may extend up to code reviews, user stories grooming, and understanding requirements. The Agile Software Tester gets to work with the developers when they are performing unit testing and share the perspective of testing from a tester's point of view instead of a developer's. The tester can work collaboratively and productively with the product owner and the customer to form acceptance criteria from the sprint planning itself. 

Before any user story is sent for development, the tester and other team members can discuss the complete user story with the team members to find out what the customer wants. Having testers collaborate with developers from the very beginning of sprint planning helps to achieve more accurate estimations and to ensure that everyone has some testing tasks as part of their responsibilities

Great testing teams know they need to become an extension of the customer and end user. Testers need to understand the customer's needs: an Agile tester should be able to describe the feature as well as the customer.

Drop us a line for expert advice on testing and all things Agile, we'd love to help your teams achieve their true potential.

Topics: blog testing tracking collaboration agile software-development
8 min read

4 Phases of Agile DevOps | Atlassian

By Praecipio Consulting on Aug 15, 2016 11:00:00 AM

As Development and IT Ops teams look to be more efficient, decreasing their time to market and increasing product support, DevOps has become the predominant industry solution. There are many resources that paint a picture of the ideal processes for Development and Operations working harmoniously together- but how do we actual get there? Where should we start? 

We need to begin with the end in mind. Our end goal is to deliver customers the software they need as fast as possible. The software industry is faster and more dynamic than the businesses of physical products. We need to get our customers features so they can give us crucial feedback while beating our competitors to market. The faster release development goes from concept to code, the quicker we can make customer happy. DevOps is a broad term with a variety of meanings, but at the end of the day, it seeks to increase the collaboration and automation between Development and Operations so we can get more frequent and higher quality releases into the hands of our customers.

When it comes to collaboration and automation, a focus on process and the use of the Atlassian suite are the best way to get there.

 The infinite loop of developing and supporting products that customers need and want with DevOps and the Atlassian Suite.

Image source: Atlassian 

Selling DevOps

The pain of hectic firefighting and troubleshooting make the need for DevOps obvious on the frontline, but getting alignment and investment at the organization level can be pretty difficult. Successful implementation is going to require buy-in and support from a variety of stakeholders and many levels. Before we can get our hands dirty, we need to convince everybody to spend the time and money to get these processes and tools in place.

Here are three ways to get the ball rolling:

One for the Book Club: Phoenix Project

Everybody has those business books that revolutionize the way they manage their work and companies. The Phoenix Project by Eugene Kim narratively addresses and exposes the gaps in processes between teams and points to a DevOps prescription to unblock cross-team work. We highly suggest recommending it to your teams, as it's a great way to get everybody on the same page and really see the value of DevOps.

Build a Business Case

At the end of the day, businesses exist to make money. To invest time and effort, we need to calculate the business return. The 2016 DevOps report from Puppet Labs does a brilliant job showing the financial reasons to adopt this shift.

The ROI of reducing excess work with DevOps according to 2016 DevOps report from Puppet Labs

Image Source: Puppet Labs

Phase 1: Go Agile

To get the real benefits of DevOps, it requires a shift in mentality and how we manage work through our teams. As we break down our requirements into smaller individual user stories, we can flow the work through the features through the process faster. By having the structure, ceremonies and processes in place to accommodate smaller pieces of work, we can get our customers the features they need and incorporate their feedback to iterate the next, improved release faster.

Here are some helpful ideas to help your teams go more Agile: 

  • Get Up, Stand Up | Simply doing stand-ups doesn't mean you're all the way agile, but it's a great way to get our teams into the mindset. Keep them short and reduce the headaches of status updates and emails. Fill everybody in on what you did yesterday, what you're doing today, and what pesky blockers are in your way. It's facilitates more agile and responsive team collaboration and support (the heart of DevOps).
  • Iterate Everything! | Speed up that Agile transformation, breaking down your waterfall projects into smaller sprints so you can always reprioritize and adjust as needed. Start with your software teams and spread out to your IT Ops projects and even marketing projects. Start in your own department: find the planning spreadsheets with those idealistic due dates, set up a backlog, and start sprinting!
  • Agile Boards | Once you're planning and executing in sprints, track and visualize it on a Jira Software board. Avoid those dreadful status meetings and send out the link to the board to keep everybody informed. Also, throw some wallboards up around the office so everybody can see your team killin' it. 

You'll know you're a lean, mean, agile machine when your software teams are cranking out stories in a steady cadence of sprints. Over time you'll see that velocity stabilize - then you can accelerate!

Phase 2: Get with Gitflow 

Git and Gitflow is a great way to help our dev teams increase velocity. As we're working with smaller stories, we need to be able to collaborate effectively with on our code base so we're not stepping all over each other. Version control systems of the past aren't going to be able to keep up with our blazing fast development teams. Bitbucket and the underlying technology of git are going to let our teams build user stories and merge them into the code base without wasting time messing with annoying versioning issues and costly code conflicts. 

  • Start with the Basics | Start by learning (allthethings) about how to effectively manage your branches and build in code quality with Atlassian's Git Tutorials and the Git Getting Started guides. Share them with your team so everybody's on the same page and knows the difference between a commit and a pull request.

  • Move to Git | If you haven't made the cutover to Git quite yet, get your team and managers onboard by sharing the benefits and how it will help ship more code. Once folks are convinced, learn why Bitbucket is the Git solution for professional teams and helps with pull requests, branching strategies, permissions and scalability. When it's time to actually move all that code over, see how we helped Splunk get git and 4 times the number code reviews completed. 
  • Start Branching | With the tools in place, it's time to start branching! Learn more about some common workflows to better handle branches here. Utilize those pull requests to build in code quality as you go. Eventually your Dev team will be humming with full Gitflow and your Ops teams will be in love with the clearly designated branches.

  • Automate, Mate | The marvelous integration between Bitbucket and Jira Software lets us automatically update the Jira issues based on what's going on in Bitbucket. Developers don't need to switch context anymore to keep the ticket up to date, and the whole team gets an accurate idea of what's actually going on. Check out our Automation Webinar to learn more about the powerful workflow triggers that make this possible.


The Gitflow branching strategy shown above utilizes different branches for specific roles like hotfixes and releases to help manage larger and more complex projects. 

 Image Source: Atlassian

Phase 3: CI/ CD

The next phase is how we define the crucial handoff between Dev and Ops. When our units of work and code changes are smaller, we're going to need to deploy more often to get those features to our customers. Before we ship it to the ops team and production, we need to ensure quality as our individual features come together. This is where good Continuous Integration/ Continuous Deployment practices along with Atlassian's Bamboo are vital to successfully shipping our product. Catching bugs and issues before they go to production is going to help both the Dev and Ops teams sleep better at night.

  • Learn about Bamboo | For on-prem Atlassian users, Atlassian's Bamboo is the CI/CD solution that allows professional teams to build their CI/CD pipeline. You may be using Jenkins or other open source teams, however the deep integration points and improved build management make it the right choice for professional teams.
  • Integrate with Jira | Once you have Bamboo up and running, leverage the integration between Bamboo and Jira Software.
  • Bitbucket Pipelines | If you're an Atlassian cloud user, Bitbucket Pipelines is a new, powerful solution in Beta that lets developers build, test and deploy directly from Bitbucket. Developers have the power as they can define the environment and tests for their specific branch with YAML file style configuration.
  • Dockerize Everything! | Docker and containerization is the latest craze sweeping the IT world as teams look to deploy applications to any environment faster and easier. Check out our Docker +Atlassian webinar to learn more about how. As partners with Docker, we love to helping teams harness this cutting-edge technology.
  • Automate Testing | Automating testing with tools like Charlotte, QA Symphony, and Zephyr (which integrate with Bamboo and Jira) gives your development team an even more agile edge. Get efficent, high-fidelity testing to expedite the finding and squashing of bugs to ensure your next iteration is the best version.

Phase 4: Harmonize with Support

Once the story is shipped, the process does not end. Now it's time to keep the product working and collect that vital feedback we need.

  • Check out our webinar, DevOps with the Atlassian Suite, for a full picture of how development and operations are going to work in harmony.
  • Set up a product feedback service desk in Jira to really hear your customers and integrate directly with development teams.
  • Learn how to set up your Service Desk teams for success with our ITSM webinar.


By implementing the right DevOps tools and processes, you'll see the faster shipping of higher quality and better supported releases. As your Development and Ops teams continue to execute these lock-step processes, you get more agile by good practice. Take the steps to start implementing DevOps today by contacting us to get up and sprinting.

Topics: jira atlassian blog scaled-agile automation bitbucket bugs continuous-delivery bamboo branching devops docker distributed-version-control-system process-consulting qa-symphony sdlc selenium software sprint testing version-control-system workflows tracking continuous-integration cloud development integration it operations release-management marketplace-apps
3 min read

Expedite Approvals with Confluence

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

According to IDC's 2015 report, The Document Disconnect, 76% of executives and managers in sales, HR, procurement, legal, and other departments estimate that fixing the “document disconnect” can lead to document process issues impact revenue recognition or create auditor issues. As process improvement experts, we at Praecipio Consulting love saving our clients money by mitigating wasted time and helping them do work faster. With that in mind, we've compiled our top 4 tips to get faster approvals leveraging DocuSign for Confluence to integrate your mission critical document tools. 

1. Maximize Your Macros 

Confluence macros add significant value to your document drafting process with their features and functionality. Just select from your macro options and voìla - your desired information appears! By utilizing the out-of-the-box DocuSign for Confluence macros, you can simply drop the macro for your DocuSign tabs (ex. signature, initials, date, title, and more!) into your document right inside of Confluence. Adding this functionality to your document drafting allows you to save time otherwise spent selecting and adding these approval actions outside of Confluence, and also ensures that your document collaborators can see the macros you're adding and where.

Select from the menu of macros to inform your signee of what do provide.

2. Template-ize It! 

Think of the documents you create the most frequently. From sales and marketing to HR and legal, every department has documents that need signatures and approvals on a daily basis (often multiple times a day). Save your team countless hours by creating Confluence templates for these frequently used documents and reduce unnecessarily wasted time. Your Space administrator can add these templates (including the aforementioned DocuSign macros) to your instance, in the spaces you need them, so you can now spin up your next contract with the click of a mouse. 


In Confluence, click 'Create' and get prompted with both custom and out-of-the-box templates.

3. Streamline Sending 

It's simple logic: the faster you send your document, the faster you can get approvals. However, cumbersome sending processes can keep you from firing off that contract as quickly as you'd like. Leverage DocuSign for Confluence to send documents from Confluence (including all the attachments and pages your heart desires) to not one, not two, but as many recipients as you want! Set action type and order in this same step to determine who needs to sign, who needs to receive a copy, and the sequence in which these actions will occur. 

When adding recipients inside your organization, names are pulled from your Confluence user directory so you can send even faster.

4. Track in Real-Time  

Being able to see where your document is in the approval process is invaluable when you're waiting for that proverbial ink to dry. DocuSign for Confluence provides real-time status notifications so you can track your documents, from sending to completion. By simply clicking the DocuSign lozenge at the top of your Confluence page, you see what stage your document is in and who has completed what action. Additionally, clicking the status to see approval actions on the document in DocuSign. This level of visibility allows you to see when you're DocuSign envelope has been created, sent, and signed to give you the most accurate document tracking. 

View the status of all your DocuSign Envelopes in one streamlined view.

Improving processes relies heavily on cutting our unnecessary intermediary steps that can become blockers. It's these steps that, unchecked, can cost a company thousands of hours that could otherwise be spent focused on core competencies. As process experts, we recommend to all our clients- from 20 person startups to Fortune 5 enterprises- to ask themselves the following questions regarding their processes:

  • Can it be repeated? 

  • Can we automate it?

  • Can we eliminate unnecessary steps?

By optimizing your repeatable e-signature processes with DocuSign for Confluence, your organization not only saves time, but also reduces document processing issues that cut into profit or jeopardize compliance with auditing agencies. 

Ready to expedite your e-signatures? Get DocuSign for Confluence and start getting your fastest approvals.

Topics: atlassian blog confluence experts hipaa marketplace process-consulting regulation sign service-level-agreement tracking compliance docusign e-signature fda integration productivity atlassian-products marketplace-apps bespoke
2 min read

Jira: Not Just for Software Development

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

Jira’s an issue tracking application, but its core flexibility and strengths mean it can become much more than a tool limited to a development group. Jira’s incredibly adept at helping teams track and accomplish tasks. Jira also has a masterful ability to manage life cycles - and it’s found great success in numerous use cases.

Use Cases

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

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

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

General and Non-Software Uses

Agile Software Development

Project Management

HelpDesk / Support / Trouble Ticketing

Test Case Management

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

Requirements Management

Change Management

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

How to Customize your Jira Dashboards

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

About Dashboards and Gadgets

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

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

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

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

 

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

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

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

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

 

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

 

Creating a Dashboard

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

To create your own dashboard:

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

You can now customize your dashboard as follows:

 

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

 

Choosing a Dashboard Layout

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

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

Adding a Gadget

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

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

Moving a Gadget

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

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

Removing a Gadget

To remove a gadget from your dashboard:

  1. Hold your mouse over the top right corner of the gadget, until a down-arrow appears.
  2. Click the down-arrow to display the following menu:       
  3. Click ‘Delete‘.
Topics: jira atlassian blog implementation issues management optimization process-consulting project tips tricks tracking consulting-services
3 min read

The ABC's of Agile

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

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

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

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

Cost of Change Curve

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

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

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

Scrum

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

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

Kanban

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

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

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

Jira + ITIL Working Together

By Praecipio Consulting on Jun 24, 2011 11:00:00 AM

Atlassian Jira's a remarkably flexible tool. For most who hear “Jira,” things like issue tracking, project management, and software development come to mind. Very rarely do people think of ITIL in relation to Jira. But then again, many don’t know what ITIL is.

If you’re a developer or in IT and don’t know what ITIL is, you should. It’s a set of processes for managing lifecycles with relationships to one another. It’s the most widely-accepted approach to IT service management in the world – a set of best practices drawn from public and private sectors around the world. ITIL doesn’t just apply to IT service management (ITSM), though – it’s a reliable methodology for managing any type of complex technological process.

Jira’s an Atlassian tool that’s phenomenal at lifecycle management (workflows, custom fields, etc). It’s designed to be issue-centric, built around managing issues or bugs that pop up within a product or service’s lifecycle. This functionality extends far and wide when you expand how you define an “issue.” On the surface, an issue is more like a problem – but considering an issue’s attributes, it can easily qualify as a task or milestone. With that in mind, Jira can facilitate far more than simple issue tracking. It can support complex process lifecycles.

Every process is a web of highly dependent relationships between regular and conditional tasks – including ITIL processes like Incident Management and Problem Management. The huge breakthrough here is making Jira projects and workflows represent (and support) ITIL processes. Let’s take an incident for example. An incident goes through several states:

(1) detection and recording
(2) classification and initial support
(3) investigation and diagnosis
(4) incident closure

A good Incident Management process within a good technology helps reduce meantime to recovery – i.e. recover from an incident. We all know how well Jira facilitates transitions and workflow. Let’s take it a step further…in ITIL-based Incident Management, we are supposed to designate incident ownership, actively monitor, track and communicate. BINGO! This what Jira does.

Let’s take this another step further. Problem Management is a process used to identify root cause to reduce the number of incidents – thereby increasing the meantime between failures. Using Jira, we can manage root cause analysis and associate the individual incidents (manifestations) back to the Problem Management record we’re analyzing. This ability to link records and collaborate makes Jira a great Problem Management solution. Add Confluence to the mix and the effectiveness is improved further.

Going another step further – having ITIL-based ITSM processes running in Jira alongside your organizations SDLC further helps IT align its capabilities to deliver the highest, best quality software and service delivery.

We’ve helped clients implement Jira to manage Incident Management, Change Management, Problem Management, Asset Management, Software Development, Testing… we love the Altassian products and so do our clients.

Topics: jira atlassian blog asset-management confluence issues management problem process reliability sdlc services software workflows tracking change development incident-management it itil itsm lifecycle methodology bespoke
1 min read

Christopher Pepe to Speak at DevChatt

By Praecipio Consulting on May 24, 2011 11:00:00 AM

Christopher Pepe, head of our Atlassian practice, will travel to Chattanooga this weekend to present at DevChatt – a tech-focused conference for software developers and technology enthusiasts. His presentation – “Jira and Greenhopper for Agile Development” – will focus on how plugins are greats ideas but not the only ideas, how there aren’t any silver bullets, and how to use Greenhopper more effectively for Agile. Be sure to check it out – Christopher will knock your socks (or flip-flops) off.

Jira and Greenhopper are customizable Atlassian tools used for a variety of things. They excel at issue tracking and task/project management. If you’ve never heard of Atlassian, you should know they recently received a $60 million investment from Accel Partners, the same folks who invested in the likes of Facebook and Etsy – meaning it’s likely Atlassian will become a household name in the technology scene in the next five years.

DevChatt’s Chattanooga location is quite relevant in light of the city’s recent achievement: the fastest internet in the US. In 2010 the Electric Power Board (EPB) of Chattanooga released one of the nation’s first fiber-optic SmartGrids, giving commercial and residential customers 1GB-per-second internet speeds. Because of this, there’s a wealth of opportunity and entrepreneurial spirit in the up-and-coming Tennessee city – making it the perfect place for a collaborative conference like DevChatt.

Follow Christopher on Twitter, or meet him in person this weekend. Hope you enjoy DevChatt!

Topics: jira atlassian blog scaled-agile facebook internet issues management partners project smartgrid tracking utilities greenhopper
3 min read

Jira for the Gaming Industry

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Wave as a Customer Support Platform

By Praecipio Consulting on Dec 4, 2009 11:00:00 AM

Businesses are already taking advantage of Google Wave’s wide-open door of innovative opportunities. This blog highlights Wave’s ability to support client needs and solve real customer service issues.

Wave is capable of allowing customers to interact with automated support robots produced by their service providers to help guide customers to answers to their issues. Billed as the next generation of collaborative software, Wave is—in this instance—allowing customers with problems to collaborate with support teams instantly.

When a customer contacts their provider’s support tool via Wave, an instance may be automatically generated in the provider’s issue tracking system. Human-to-human interaction is not necessary at first, since an automated support robot may be designed to reply to the customer’s Wave with relevant support articles based on the customer’s input. If the customer is not led to information needed to solve the issue, they may (at any time) choose to engage in a dialogue with a company representative. These operations are executed behind the scenes by the robot, thanks to appropriate coding.

When an issue is solved, a company may easily extract Wave’s support dialogue and embed it into the issue’s archive in their issue tracking software. It’s almost to good to be true. For example, Issue 92A is listed in a company’s issue tracking server—complete with its submission time, status reports, etc. In addition to this key data, the entire dialogue with the customer can be embedded into the records.

Mashable recently featured a post highlighting Salesforce’s use of Wave to save clients money on customer service support while actively tracking issues.

The technology and coding methods necessary to execute something like this are being shared more publicly. After all, Google wanted Wave to run off user-generated content. They’ve already generated a Wave developer’s guide to walk you through what it takes to use Wave for…well, whatever you want to. There may even be a way for Wave to make you coffee.

The team at Praecipio Consulting is ready to tailor Wave to fit any process, project management, issue tracking, or collaborative model you need to make your business more efficient and innovative. Wave’s just emerging into enterprise collaboration. Now is the perfect time to gain an innovative edge over competitors with Wave technology.

Would you like more from us? Contact us here.

Topics: blog bpm business enterprise google issues management process project services tracking wave collaboration incident-management
1 min read

Jira and Confluence: Hand-in-Hand Collaboration

By Praecipio Consulting on Dec 3, 2009 11:00:00 AM

Atlassian claims Jira and Confluence were “designed to complement each other.” What some don’t realize, however, is how easy and convenient this integration really is.

Confluence has proven itself as an effective project management tool, flexing its muscles as an innovative wiki allowing users to create and share rich content. Jira manages workflows and tracks issues in a well-designed, coherent user interface (UI).

For IT professionals using Jira to track issues, Confluence provides a fertile ground to collect a team’s knowledge. In Confluence, the team may collaborate by embedding Jira content (including graphics) into a collaboration space—and easily link Confluence and Jira pages. They may also embed Confluence pages into Jira. The 3-minute explanation shows you everything you need to know.

The embedding process is remarkably easy. We believe teams using Jira and Confluence can bank on this integration, from a project management perspective.

Would you like more from us? Contact us here.

Topics: jira blog bpm business confluence efficiency enterprise issues library management process services technology tracking collaboration incident-management information infrastructure itil
1 min read

Jira 4's 2.0 UI Makes Issue Tracking Simpler, More Nimble

By Praecipio Consulting on Sep 26, 2009 11:00:00 AM

Australian-based Atlassian debuts Jira 4 today, October 6.

Atlassian first debuted Jira in 2003 as an innovative issue tracking and project management software. As we mentioned in our previous blog Jira - Complexity Made Simple, Jira is a huge asset in enterprise collaboration. It’s completely permission/Java/web-based, highly customizable, and amazingly simple to use.

The key news about Jira 4? Atlassian has worked hard on integrating Web 2.0 capabilities into its latest version– and appears to be most proud of its new, “dynamic” user interface (UI).

  • Jira 4′s home page will feature “click-and-drag” windows showing content the user chooses. It also includes widgets from other websites like Google. For example, a Jira home page may feature five boxes in three adjustable columns: current issues, priority issues, resolved issues, project folders, and local weather (via Google). These five boxes may now be dragged around to any location on the home screen, and color-coded for organization.
  • Jira 4′s search function has been  ”2.0-ified,” so to speak. Now search results pop up below the search bar after each character you type, much like in the “to” box in most email interfaces. This will likely make the search for a particular issue simpler and more efficient.
  • Jira 4′s Greenhopper plugin adds a broad collection of project management capabilities to Jira– great for development teams. GreenHopper represents issues as color-coded “cards,” sorted with what Atlassian calls “drag-and-drop simplicity”– which we consider a powerful organizational capability.

    We highly recommend Jira for your business’ issue tracking and project management processes. Our team is experienced in implementing and using Jira to its maximum potential. Jira 4′s 2.0 capabilities should make using the software more simpler and efficient than it’s ever been before.

    Would you like more from us? Contact us here.

Topics: jira blog bugs enterprise issues library management services technology tracking collaboration help-desk incident-management information infrastructure it itil
1 min read

Business Software Complexity Made Simple With Jira

By Praecipio Consulting on Jun 30, 2009 11:00:00 AM

It is awe-inspiring to consider the vast number of software applications that attempt to make business organization simple and efficient. In issue tracking and business process management, organizational, process-driven technology is crucial to successfully processing information and facilitating progress. Atlassian, an Australian-headquartered software company specializing in collaboration software, has produced a widely-used software that makes the issue tracking process work more simply than ever before.

The software, Jira, currently serves over 12,000 customers in over 100 countries. An issue-tracking system (ITS), Jira allows enterprises to record and monitor every issue a user identifies until the issue is resolved—issues ranging from simple customer questions to detailed technical reports of errors or bugs.

We have acquired sound and valuable knowledge of Jira’s user and process benefits from our own experience amassed through client implementations of the product—highlighted here:

  • Highly customizable to unique business processes
  • Amazingly simple to use and easy to train employees
  • Completely permission-based (people may view statuses of issues without the capability to change them)
  • Completely web-based
  • Java-based (runs in Tomcat, and is compatible with most Operating Systems)
  • Flexible database (supports Oracle, Postgres, etc)
  • Task change email notifications

These perks boil down to a centralized view of a business’ entire team. Jira makes it easy to view and track all tasks assigned to a person, group, or project with very few clicks—allowing non-technical users to benefit from it. Businesses can tailor Jira to make it useful for nearly every imaginable business process, from marketing tasks to help desk requests.

Adopting appropriate software for our clients’ business processes is what we do at Praecipio Consulting. Atlassian, our business partner, has developed and produced a magnificent product in Jira that we recommend highly for streamlining our clients’ BPM and ITIL implementations. Our implementations of Jira have a lasting, positive impact because of our focus on business processes.

Would you like more from us? Contact us here.

Topics: jira blog bugs enterprise issues library management services technology tracking change collaboration information infrastructure itil

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