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 the most progressive product from Atlassian. How did the implementation go, and what did we have to address?
Perfect service for your customer
First, let’s talk about what the Jira Service Management is and what it can do. In a nutshell, this application allows you to receive, track, manage, and resolve requests from your customers or employees, whose numbers and what it can do. In a nutshell, this application allows you to receive, track, manage, and resolve requests from your customers or employees, whose number is in Philly, and what it can do.
It has both a cloud and server version, and the initial setup of the application is counted in hours, not months, as is unfortunately common with some other tools. You can integrate a knowledge base, it has customizable workflows, and you can also submit requests via email.
The application is equipped with 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, it’s possible to set the priority order, so you can easily ensure that the most important matters are handled first. The tool also automatically assigns requests to various resolving teams within the bank. This streamlines and intensifies the work in large companies of this type.
As a result, bank employees can now address their requests for hardware, and software, or troubleshoot issues with company phones, laptops, licenses, and internal applications.
It has to work from the New Year
Since EEA has a fully-fledged Atlassian branch in the Czech Republic, which is part of the BiQ Group, there was no problem working directly at the headquarters of the bank in Prague. Because we had the beginning of the year as a fixed date when we needed to launch the most important elements of the application, we divided the implementation into two phases.
In the first phase, we conducted an accelerated three-month analysis, and 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 ongoing second phase, we are introducing an IT request catalog into the Jira Service Desk application.
Cool gadgets on request
When deploying each new feature that replaces the existing solution, the client comes with two groups of requests:
- Things that were in the original tool, we are accustomed to them, and we want them to be in the Atlassian solution as well.
- Things that were not in the previous application, but we need them, which, by the way, was one of the reasons why we opted for the Atlassian solution.
At the outset, our goal was to describe the possibilities of Atlassian products. The modular configuration system allows for adding, replacing, and removing selected features. As a Platinum Solution Partner of Atlassian, we have experienced professionals dedicated to customizing, configuring, and developing Atlassian products, so we can create (program) a tailor-made application for each of our clients. The same was true in this case.
For the bank, our developers developed a set of add-ons for efficient work with this application. Among them is the “mail template,” which allows sending alerts outside of standard Jira notifications to selected email addresses associated with specific devices, applications, or services managed in the object database of the entire bank.
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 deployment of the solution.
Why foresight? Even during the initial analysis, it’s necessary to consider subtle nuances arising from tailoring the tool to the specific client. We must work with the fact that users will encounter the tool for the first time, which means the need for training. Yet, it’s essential to prioritize 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.
And what does an open-minded client mean? At every start, it’s crucial to minimize the number of unknown risks. Therefore, it’s necessary to ask the client about all possible details and apparent minutiae. An open-minded client expects and even demands this. Thus, they have no difficulty answering all inquiries.
The common goal is the successful deployment of a new comprehensive solution into live operation and its effective utilization.
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 to collaborate with the EEA team and expand our partnership,” stated the IT Operations Process Manager.
