Case study: Atlassian
An outdated documentation system and lack of overview of inquiries created the need for a modern and coherent platform for service, knowledge and reporting.
SERVICES
- Jira Service Management (JSM)
- Jira Software (JSW)
- Confluence
Introduction
A medium-sized public Danish agency wanted to modernize their internal service and documentation setup. Over time, both handling inquiries and maintaining knowledge had become characterized by manual workflows, multiple systems and lack of overview.
The agency therefore wanted to establish a modern ITSM system and a common knowledge platform that employees could configure and further develop themselves, while supporting better reporting and collaboration between customer service, operations and development.
Development areas
A number of areas with potential for improvement were identified:
- An outdated documentation system that was complex to maintain and required developer help for even minor changes
- Lack of a unified knowledge platform, making it difficult for customer service to find correct and up-to-date information
- Knowledge spread across documents in multiple versions without clear governance
- Unsatisfactory handling and reporting on customer inquiries
- Lack of coherence between customer service, operations and development
- Limited insight into the status and progress of tasks
Implementation
Jira Service Management (JSM) was implemented to solve the challenge of lack of reporting on customer inquiries.
With a desire to limit the number of licenses and to separate support staff from direct customer contact from other employees, JSM was integrated with Jira Software (JSW). First-level support was handled in JSM, while second- and third-level support worked in Jira Software. Cases were automatically synchronized between the systems, allowing teams to collaborate across them with a common overview.
To meet the need for knowledge sharing, Confluence was implemented as a common documentation and knowledge platform. Here, employees could easily find the latest version of relevant information. To ensure quality and approval of content, document management was established via Comala Document Management from Atlassian Markedplace, and Confluence was further developed as an intranet with a clear structure and visual division.
Finally, a separate Jira Service Management project was configured for internal IT requests so that requests to the IT department could be handled in a structured and transparent way.
How to proceed
The agency wanted to be actively involved in both configuration and implementation. Therefore, a working group of decision-makers was set up and participated in weekly workshops facilitated by Aetys consultants.
The initial workshop aimed to create a common understanding of the agency’s existing workflows and the desired future processes, which were then configured in the new systems. Subsequent workshops gave the working group the opportunity to configure the solution themselves with feedback from the consultants. This contributed to the development of internal super users who gained in-depth knowledge of the systems and ownership of the setup.
During the process, challenges were continuously identified and solved together. As the working group had a decision-making mandate, changes could be made and implemented quickly, shortening the configuration process and reducing the need for later adjustments.
After configuration and deployment of Jira Service Management, Jira Software and Confluence, training was conducted for a wider group of employees. Since implementation, Aety has provided follow-up support related to both the initial setup and new needs that have arisen over time.
The results
The collaboration has resulted in several concrete improvements:
- One single point of entry for customers and internal users
- Created a single point of contact for customers
- Significant reduction in manual workflows
- Easier access to updated and approved knowledge
- Better alignment between customer service, operations and development