Introduction
In this case, we have helped a large Danish public institution to implement an ITSM system built on Atlassian’s product portfolio.
Problem
The client had various challenges they wanted to solve. One of their main challenges was that for years they had used a documentation system that was outdated and extremely complicated to make changes to. The employees often had to get hold of a developer to change simple things like text or other things in the system. The customer wanted a method to configure themselves and continuously make changes to. Therefore, they needed to be able to start fresh with a new and modern system.
Product and solution
The solution aety implemented at the customer involved the following collaboration platforms:
- Jira Software
- Jira Service Management (JSM)
- Confluence
To solve the customer’s problem with a lack of reporting on customer inquiries, aety implemented Jira Service Management. Since the customer wanted to limit the number of licenses for JSM and separate the support employees with direct customer contact from the remaining employees, aety integrated JSM with Jira Software. After this, second and third-level support got access to Jira Software, and first-level got access to JSM. The integration meant that when first-level support created issues, they were synchronized into Jira software, where second and third-level support could handle the cases.
To meet the customer’s desire for a knowledge-sharing system, aety implemented Confluence. Previously, support staff had to find information for handling customer cases in different documents that they found in several versions, but now they can look up in Confluence to see the latest document version. To avoid redacted documents being used before they were approved by management, aety implemented Comala Document Management from the Atlassian Marketplace. As Confluence became more integrated with the customer, they also started using it as an intranet. Therefore, it was decided to use Refined from the Atlassian Marketplace to create different visual identities for the Confluence spaces.
The last solution aety implemented at the customer was a configuration of a new project in Jira Service Management, which was to be used to send requests to the IT department internally.
Aety's approach
The customer had requested to be able to participate actively in the configuration and implementation phase of the software solution. Therefore, a working group of decision-makers was selected to participate in weekly workshops held by aety’s consultants. The first workshop aimed to understand the customer’s existing workflows and the desired work process in terms of configuring them in the new systems.
Several workshops were held, where the participants in the working group were allowed to configure the systems on their own with the help of the consultants. This allowed the customer to train super users who got the systems completely under their skin while simultaneously deciding how the systems should be configured. During the process, aety, in collaboration with the working group, continuously identified problems that could be quickly solved together, as all participants in the working group had a decision-making mandate. This had the advantage that the configuration process was shortened, as the working group of decision-makers agreed with the ongoing changes and had no objections later in the process.
After configuring the 3 systems and the subsequent implementation, aety held several training sessions for a wider group of employees to train them on how to work in the systems. Since the implementation of JSM, Jira Software, and Confluence, aety has had follow-up support tasks, which are aimed at the first configuration of the systems and new requests that the customer has subsequently received.
Result
After working with aety, the customer has achieved the following results:
- They have gained a better overview of their tasks and those of others.
- One entrance has been created for customers who need to have contact with the customer.
- There has been a significant reduction in manual work processes.