For one of the largest banks in the country, Atlassian products are not a novelty.
They have used them for some time in internal development and product management. So, when they were looking for a comprehensive tool to manage IT service management processes due to dissatisfaction with older third-party solutions, they logically turned to Jira Service Management, currently Atlassian’s most progressive product. How did the implementation go, and what did we have to address?
Perfect service for your customer
First, talk about Jira Service Management and what it can do. This application allows you to receive, track, manage, and resolve requests from your customers or employees, whose numbers and what it can do.
It has both a cloud and server version, and the application’s initial setup is counted in hours, not months, as is unfortunately common with some other tools. You can integrate a knowledge base, it has customisable workflows, and you can also submit requests via email. The application has a user-friendly web portal where customers (or employees within internal processes, as was the case here) can fill out a form to request assistance.
For these inquiries, you can easily set the priority ortolan to ensure that the most important matters are handled first. The tool also automatically assigns requests to various resolving teams within the bank, streamlining and intensifying the work in large companies of this type.
As a result, bank employees can now address their requests for hardware or software or troubleshoot issues with company phones, laptops, licenses, and internal applications.
It has to work from the New Year.
Since EEA, part of BiQ Group, has a fully-fledged Atlassian branch in the Czech Republic, working directly at the bank’s headquarters was no problem in Prague. We divided the implementation into two phases because we had the beginning of the year as a fixed date when we needed the application’s most essential elements’ located.
- In the first phase, we conducted an accelerated three-month analysis. Then, we deployed a trimmed-down version of the application, which included all the tools and processes necessary to keep the bank running. We didn’t let the two-week Christmas holidays catch us off guard, as we had planned for them from the beginning.
- In the second phase, we will introduce an IT request catalogue to the Jira Service Management application.
Cool gadgets on request
When deploying each new feature that replaces the existing solution, the client comes with two groups of requests:
- We are accusing features in the original tool and want them present in the Atlassian solution.
- Things not in the previous application needed to be addressed, which is one reason we opted for the Atlassian solution.
At the outset, our goal was to describe the possibilities of Atlassian products. The modular configuration system allows adding, replacing, and removing selected features. As a Platinum Solution Partner of Atlassian, we have experienced professionals dedicated to customising, configuring, and developing Atlassian products so we can create (program) a tailor-made application for each client. The same was true in this case.
For the bank, our developers developed a set of add-ons for efficient use of this application. The “mail template“ allows sending alerts outside standard Jira notifications to selected email addresses associated with specific devices, applications, or services managed in the entire bank’s object database.
Thoughtful supplier, open-minded client
Successful collaboration culminating in the successful deployment of a new tool relies on two elements:
- A foresighted supplier with meaningful know-how that can be applied effectively.
- An open-minded client who seeks the best and most efficient solution deployment.
Why foresight? Even during the initial analysis, subtle nuances from tailoring the tool to the specific client must be considered. We must work with the fact that users will encounter the tool for the first time, which means training is necessary. Yet, it’s essential to prioritise the intuitiveness of the entire setup, as even trained users may inadvertently take unintended actions in the tool. The application must be able to withstand such occurrences.
What does an open-minded client mean? Minimising the number of unknown risks is crucial at every start. Therefore, asking the client about all possible details and apparent minutiae is necessary. An open-minded client expects and even demands this. Thus, they have no difficulty answering all inquiries.
The common goal is successfully deploying a new comprehensive solution into live operation and its effective utilisation.
The fact that this was achieved is supported by the client’s words:
“The success of the implementation was evident from the feedback received from users, as we did not receive any negative reactions. On the contrary, there was a significant qualitative shift from the previous solution. We continue collaborating with the EEA team and expanding our partnership,” stated the IT Operations Process Manager.
