Community resources
Community resources
Community's Choice Team Awards 2023 Finalists
Allvue Systems
Fostering a culture of innovation, collaboration, and continuous improvement has helped drive results that have had a positive impact on how Allvue does business and services our clients. When the Service Management team was stood up just 17 months ago, the team immediately set clear goals, developed strategies to achieve those goals, and regularly addressed progress with both the leadership team via a Steering Committee and key business stakeholders. By partnering with stakeholders beyond just IT, the Allvue Service Management Team was able to identify and address many of the needs of the business, develop new services that addressed those needs, implement sustainable practices, and build lasting partnerships across the business. Transparent communication has proven to be the key success for the Service Management team’s engagement with the business and is why this team has been so successful in such a short period of time.
Tell us how your team uses Atlassian products to improve teamwork or collaboration.
Prior to deploying Jira Service Management within my company, a formalized Change Management process did not exist. Some development teams did track software releases using Jira Software but did not then have a method to track client deployments. The resulted in many issues for the Support team when clients reported issues, with Support left scrambling to figure out what changed within the production environment. By partnering with the business to define a global process and then deploying Change Management using a JSM project, our development teams now can link their Jira Software tickets to JSM change tickets. Support teams can check the JSM project dashboard for current and past change tickets, along with using the Change calendar to determine if there are any potential collisions with proposed change work. Jira Service Management has allowed our team members to quickly access the information they need to make informed decisions regarding change requests. This has boosted our client satisfaction scores and resulted in more wins for our sales team.
How do Atlassian products play a role in helping this team make a difference?
It has been almost 11 months since go-live of the Change Management (CM) process at my company, and over 1700 Change Request tickets have been submitted by our users. The CM process was initially quite foreign to many users at my company, and many hours of overview training and review of Change Request tickets was spent. Initial quarterly results were not great, with an overall DORA success rate of 73%. But, by the end of 2022, the overall DORA success rate had climbed to just over 85% - considered borderline elite status by DORA! It is a testament to the leadership’s decision to go forward with Jira Service Management as the ITSM tool of choice over other competitors. I believe that has been key to the success of the CM process. The process was built using ITIL best practices, but as many users already Jira Software for their day-to-day activities, getting those users up-to-speed on how to apply CM practices using JSM tooling was a cinch!
City of Auburn, Alabama
The challenges running a city are spending finite resources to achieve a plethora of varying and competing objectives. A local government is many different businesses (water treatment, public safety, economic development, cultural resources, etc.) needing to function together. Our IT team recognizes technology as a means to elevate people, and that people are the City’s most valuable resource. How we collectively communicate, share knowledge, and make decisions is greatly influenced by the presentation of reliable information when and where it is needed. Running an extremely lean staff, IT must wear many different hats. It is the norm to manage a project, write code, and react to the daily help desk stream. By overlapping Atlassian cloud products, we have centralized the tools we need to wear all these hats and increase our delivery of service, empowering the City of Auburn to meet citizen needs.
Tell us how your team uses Atlassian products to improve teamwork or collaboration.
A typical day for IT staff would involve reflecting on the big picture. Roadmaps in Jira Software organize large projects, allowing staff to understand long term initiatives. Whether with the team or stakeholders knowledge is recorded in Confluence. Pages capture project scopes, risks, and plans. Pages also document processes and decisions that drive development and provide knowledge-based instruction to help desk users. As the day wears on developers use Kanban boards to constantly improve our catalog of ~100 different products. Through Jira and Bitbucket bugs and enhancements are documented and code secured. At the same time employees are entering support to Jira Service Management. IT staff are required to balance long- and short-term projects/development and the SOPs defined within Jira Service Management. How then do we know we are doing the right work at the right time? Managers use roadmaps, dashboards, and reporting to track progress. Keeping everything in one ecosystem helps keep all work in sight, forecast obstacles, and unblock risks in a timely manner. IT staff are heavily invested in the success of Jira. Regular meetings evaluate configurations, new Atlassian products, integrations, SOPs, and reporting to ensure we continue to meet all our team and user needs.
How do Atlassian products play a role in helping this team make a difference?
The IT team worked for years in different systems (Microsoft Teams, SharePoint & Project, Azure DevOps, Track-IT and other help desk software). This made having a common operating picture very difficult, and lead to many bottlenecks. Several years ago we moved to Jira on-premise. Moving to Jira allowed us to unify many tools and resources. Furthermore it really allowed us to unify our processes. Having both unified technology and processes brought us significant internal improvements. Moving to Cloud then gained us further functionality and therefore efficiencies. Being in the cloud supported us operating in a more mobile space. Afterhours work got much easier, and our response time improved. Launching Jira Service Management and a help desk allowed us to even better serve our users. Submitting tickets on any device, through a website, app or email, greatly increased our engagement with users. Transparency within Service Manager but also through to devops and project management spaces all increased. Metrics show happier and more engaged users, and show a more productive IT team.
Cogsdale
Cogsdale as a company offers a best-of-breed customer information system that includes: financials, distribution, utility billing, customer management, work management, project management, and procurement. Our R&D Product Maintenance team focus is a remote team of 8 (1 manager, 1 team lead, 5 developers & 1 QA Analyst). Our team members span Canada, US, India and Pakistan. In our day to day, we provide maintenance on our CIS products for our customers. We drive our results by striving to provide top quality maintenance repairs to our customer base through regular releases (11 releases per year across 4 products) as well utilize integrations with Confluence, Test Rail, Bitbucket and SourceTree. As a division of our parent company Harris, our team culture is very much rooted in our Harris values. These values unite and guide us in everything we do: Values
Tell us how your team uses Atlassian products to improve teamwork or collaboration.
Our R&D product maintenance team is Agile, Scrum based. We utilize Jira for our complete release life cycle from start to finish. We carefully prioritize and scope our Backlog utilizing story points and carry out the work via sprints. We also ensure communication to the customer is flowing by using the Backbone Sync addon which syncs updates between Support (Jira Service Desk) and R&D. We utilize Jira Automation tool to post auto generated comments to our customers based on various use cases (ie: Ticket has moved from Develop to QA). In 2022 we had embarked on a project called Backlog Initiative. This project was to do an all hands on deck approach to reduce our Maintenance backlog. Using the tools in Jira - dashboards, releases, labels, scope determination (Story Pts), issue update tool and issue filters, we were able to successfully manage this project across several R&D teams. We tracked and celebrated our results in Confluence. We also encouraged competition by having a Bug Exterminator challenge that awarded developers, designers and qa analysts with top velocity by release. This was all very easy to pull together using Confluence and Jira macros.
How do Atlassian products play a role in helping this team make a difference?
In 2022 we were able to reduce our backlog by 72% . The success of this project was not only rooted in the dedication and hard work of our fabulous employee but also in the use of the Atlassian products that allowed us to seamlessly pull this all together.
DreamPro IT
Our team was formed after Russia’s full-scale invasion of Ukraine. From the start, we've had to learn how to work under extreme circumstances (air raids, power outages). Despite this, we do our best to decrease the mental pressure on each team member by fostering transparency. Transparent procedures promote two-way communication and leverage honest feedback about performance and work processes. With Atlassian, we’ve built a healthier work culture where everybody feels valued and engaged. We use Jira Software for project management and team-wide progress visibility and Jira Work Management for our internal operations like recruitment and client acquisition. At the same time, Atlassian helps make sure everyone is taken care of from the administrative perspective. We use the tools from the Atlassian marketplace to streamline time tracking and invoicing. Nothing, even war, can stand in the way to build a team if you choose the right media for work.
Tell us how your team uses Atlassian products to improve teamwork or collaboration.
When you start a company, you look for ways to manage clients, projects, internal processes, and billing, and hopefully not in a dozen different services. The obvious choice was Atlassian, but some team members (including the CEO) strongly opposed using Jira because of previous experiences. However, our research on management and invoicing platforms led straight to Jira’s embrace. Atlassian and its add-ons met our needs and helped us set up clear work processes. First, we started using Jira Software to track project progress and coordinate work which is crucial for geographically distributed teams. With Jira Software’s assistance, we follow the people-first principle in our day-to-day processes that allows us to drive people-centric projects. Then, we added Jira Work Management with loads of customizable templates to deal with recruitment and client acquisition. We tailored each project to meet each case’s requirements and turned work coordination into an easily followed routine. The company management went one step further with Clerk and Worklogs plugins. We streamlined time tracking and invoicing and allowed team members to easily check the work they do and the time they spend. With Atlassian’s help, we built a transparent team full of trust and accountability.
How do Atlassian products play a role in helping this team make a difference?
Our experience brings a new point of view on building a start-up, and we’d like to share it with people who want to start their own venture. The war and the fact our team haven’t met in person did not get in the way of building a devoted and enthusiastic team. We’ve found it essential to choose the right media for work, and so far we’re happy with our choices.
FleetNurse, Inc.
Through servant leadership our onboarding team assists clinicians through the onboarding process in order to become an approved FleetNurse. As an approved FleetNurse the clinician provides assistance to healthcare facilities experiencing staffing shortages. FleetNurse provides clinicians with the opportunity to have a flexible schedule and earn additional income to support their families. FleetNurse simultaneously benefits healthcare facilities and healthcare clinicians.
Tell us how your team uses Atlassian products to improve teamwork or collaboration.
As a startup, FleetNurse started out utilizing Google Sheets to manage clinicians going through the onboarding process. The onboarding process requires the clinician to submit numerous documents, complete skills assessments, and screenings. Internally we track expiration dates and the progress of each clinician during the onboarding process. We needed to find a system that was scalable & could allow us to track KPIs, which is why we transitioned to using Jira Work Management. We began by creating a customized project to efficiently track clinician onboarding. Within the project, we created customized workflows, set up numerous automations and web hooks to assist with task management, automated communication & data tracking. We are now in our 2nd iteration of the project, as well as we have 10+ other projects company wide with over 100 automations. Our teams utilize dashboards to identify tasks & track metrics in order to make data driven decisions. Switching to Jira Work Management has allowed us to grow our average clinician approval rate 110%. We also use Confluence company wide as our single source of truth. We use it to document company policies and procedures, meeting notes, employee contact information, strategic planning, etc..
How do Atlassian products play a role in helping this team make a difference?
Through the FleetNurse app, we provide local clinicians access to available on demand shifts at healthcare facilities near them. The FleetNurse app also allows clinicians to complete our onboarding process that follows standards set by the joint commission. FLEETNURSE VISION: FleetNurse's goal is to build the world's greatest healthcare community, that empowers all sectors of healthcare. FLEETNURSE MISSION: Through technology and servant leadership, FleetNurse’s mission is to provide exceptional care anytime, anyplace.
GoDaddy
GoDaddy is the largest Internet domain registrar and web hosting company, with 20 million customers worldwide relying on its services. When the SRE team needed a way to manage the company's growing number of Atlassian instances and achieve long-term infrastructure savings, they turned to Platinum Solution Partner Isos Technology for help. Together with GoDaddy's Atlassian Enterprise Advocate Paul Harriman, Isos guided the GoDaddy team on their journey to choosing Cloud Enterprise as the best solution for the organization, and successfully migrated 13,000 users and over 30 mission-critical apps from Data Center to the cloud. The GoDaddy team is now able to manage multiple acquisition instances in the cloud at an organizational level, and deliver tangible value to the business through admin productivity gains, better user experiences, and the long-term infrastructure savings they'll experience.
Tell us how your team uses Atlassian products to improve teamwork or collaboration.
The SRE team at GoDaddy uses Atlassian tools to support the company's 20 million customers worldwide. With 12,000 Jira Software users, 8,000 Confluence users, 3,000 Jira Service Management users, and more than 30 mission-critical apps - as well as a strategic objective to continue growing through acquisitions - teamwork, collaboration, and the ability to scale effectively are critical to the organization's success. For help figuring out a long-term, strategic solution for managing their infrastructure, GoDaddy turned to Isos Technology and Atlassian, who worked together on a Cloud TCO analysis, a Cloud Readiness Assessment, and a briefing to GoDaddy's executive team to highlight the benefits of Cloud Enterprise and make the business case for migrating GoDaddy's tools to the cloud. GoDaddy agreed to migrate, and after a 17-week process, successfully transitioned to a multi-site Cloud environment. The company can now manage multiple acquired, existing, and new Confluence, Jira, and JSM Cloud instances at the organizational level, and streamline the user experience to enable collaborative work across the enterprise. Cloud has enabled better admin experiences in instance and user management at the organizational level, and better user experiences from application speed, to single sign-on access, to cross-instance navigation and search.
How do Atlassian products play a role in helping this team make a difference?
Atlassian Enterprise Advocate Paul Harriman was very involved with GoDaddy's migration to Cloud and worked closely with Platinum Solution Partner Isos Technology on this project.
KPMG UK
We are a small team of only 3 (currently!) within CloudOps Engineering at KPMG UK. Despite being a small team, we have already broken down huge barriers internally and are connecting teams and services through automation and various Atlassian integrations. Following our migration to Atlassian Cloud last year, our internal engineers and developers now have a real flow when their projects kick off and our team are constantly working to enable them further.
Tell us how your team uses Atlassian products to improve teamwork or collaboration.
We have created an automated system for (almost) instantly spinning up a new Jira project, Confluence space, Github repository, all at once so engineers can get started with their new project work without breaking their flow. We achieved this with a Jira Service Management form which takes their input for project name etc.. Jira Automation then takes that input and sends it as a webhook to AWS API Gateway and Lambda which run python scripts, with the Jira/Confluence/Github APIs to create the resources. That then triggers another Jira automation to close the ticket as complete!
How do Atlassian products play a role in helping this team make a difference?
Myself and my colleague Sam managed our site's migration to Atlassian Cloud almost entirely ourselves last year, which was a huge feat in such a large company. Our site has 1200 users, 600-ish projects. That migration has enabled all of the above and we think it's worth calling out as it provided the platform for us to now start automating without managing any infra in the background!
Lumen
This submission is for Lumen’s TAO team. The Transformation Applications & Optimization team in Lumen’s Agile transformation office oversees the “ways of working” and governance process for Lumen’s transformation to the scaled agile framework (SAFe). This is a global team of 8 individuals (6 based in the US and 2 in India) that are very adept in all things Atlassian. Over the past 3 years, this team has woven itself together into a tightly-knit work family of Lumen and Atlassian pride. As a global team, we’ve supported each other through challenging world-wide events, family changes including births and deaths, and even career moves. Historically, this team has watched an additional 4 individuals continue their career by transitioning from Lumen to Atlassian. Three TAO members have become TAMs and one has become an Enterprise partner advocate.
Our daily stand-ups are filled with humor, assuming positive intent with our user community, and striving to deliver excellence in our customer service metrics. The team self-governs itself to ensure it’s “eating its own dog food” as it communicates the guardrails of Lumen’s SAFe transformation across 7,500 users. This includes leveraging Atlassian’s playbook to implement SAFe best practices and integrating Jira Service Management and Confluence to build a Lumen specific content repository and single source of truth.
Every Tuesday, the TAO team meets weekly with its Atlassian Core TAM and is continually raising its hand to try new features and products from Atlassian’s coffers. Demonstrating an attitude of life-long learners, the TAO team has shown increased willingness to participate in EAPs, beta-programs, feedback sessions and design-studio sessions. For example, this team has participated in Atlassian analytics EAP, Atlassian studio, TAM advanced roadmaps roundtables, and additional feedback sessions.
Although virtual, this team truly is the face of Atlassian at Lumen. With their web-camera always on, this team embodies Atlassian’s motto of “it’s possible with team work”.
Tell us how your team uses Atlassian products to improve teamwork or collaboration.
Lumen is a large enterprise company of 27,000+ employees across the world. As the team’s responsibilities grew with the SAFe transformation, other business units within Lumen started reaching out to this team. This team became a resource for Atlassian and a centralized source of truth for updates about Atlassian products to other groups inside Lumen’s walls. Like many enterprise companies, knowledge and use of Atlassian products was fragmented across the company. Lumen had multiple groups using data center products, a myriad of teams on server products, but the TAO team was the only Cloud based instance within Lumen. The TAO team became de-facto change agents for Atlassian to help support the Atlassian server “end-of-life”/ “end-of-support” roll-offs. At one time, Lumen had contracts for 38 separate Atlassian server products and 2 separate Atlassian Data Center products.
The TAO team became the standard for how work gets done with Atlassian products at Lumen. Whether it was helping disparate teams coordinate renewal quotes from resellers to now using preferred partners or orchestrating product moves from Data Center and Server platforms to Cloud products, the Lumen TAO team is a huge advocate for Atlassian products across Lumen. Late last year, the TAO team began a bi-monthly program with their Atlassian TAM – to bring the goodness of the TAM relationship to Lumen teams outside the immediate TAO relationship. While the TAM relationship is purchased and paid for by the TAO cost center, the TAO team is sharing the TAM relationship to other teams and individuals within Lumen in an effort to grow the Atlassian foot-hold across Lumen business units.
As 2023 rolls forward, the TAO team is leveraging the Cloud for Enterprise platform by initiating new instances for Lumen teams. With a specific “BYOA” – bring your own admin – mind-set, the TAO team works with other Lumen employees to create a specific cloud instance of products customized to their specifications. The TAO team will help lead any migration efforts from legacy products to the Cloud and mobilize these new instances to allow the appropriate “admin” or “de-facto admin” to be in a position of success with their customized instance. Although the TAO team cannot support the entire Lumen ecosystem, the TAO team can serve as conduits of information by leveraging their relationship with Atlassian support, Atlassian TAM and sharing feedback, betas, and EAP access to other Lumen individuals.
To-date, the TAO team has created 10 separate cloud instances with products ranging from Jira software, JSM, JWM, Confluence, Scriptrunner and X-Ray add-ons.
How do Atlassian products play a role in helping this team make a difference?
Jira Service management has provided the TAO team with a single source of truth for service management of Lumen’s SAFe adoption. The TAO JSM instance is the primary conduit for all troubleshooting, knowledge portal, and content management of relevant articles and tutorials. More specifically, JSM is leveraged to enforce change control policy and track role changes to enforce Lumen’s standards for SAFe adoption. If a Value Stream or Release Train seeks to make a specific construct change for their Jira Software project, the user is required to leverage JSM and its ticket management system. The TAO team has built an impressive “choose your own adventure” ticketing system with JSM’s integration of ProForma (Forms for Jira).
The user enters the JSM portal, selects the type of change request needed, and then follows the dynamic prompts to focus in on the issue. Through this improved forms logic, the TAO team has additional data points on the type of tickets and ticket volume to identify future automation candidates. Recently, the TAO team completed user provisioning automation since the #1 type of ticket request was related to user access. Now with user management automated, the TAO team frees up extra capacity to focus on more complex problems such as sprint management, fix version creation, and project creation issues within its Jira software projects.
In addition, by identifying common ticket types, the TAO team is able to generate knowledge articles to add to its library of Confluence pages. The web-knowledge portal tying JSM and Confluence together is Lumen’s SAFe homepage of knowledge articles for its 7,500 user community. These knowledge articles serve as a single source of truth for Lumen’s Jira software workflows, transitions, validators and ways of working within Jira software.
The out-of-the-box reports available in JSM provide Lumen’s Agile leadership timely statistics on ticket volume, CSI scores, mean-time-to-resolution, and additional quality metrics. The TAO team is actively sharing the goodness of JSM to other teams within Lumen as a high-end solution to their service management needs.
Natwest
Our large 15k user instance of JIRA and Confluence were moved from on-premises deployment to the Atlassian cloud. With this migration, SSO was introduced, improving user experience by eliminating the need for users to type their credentials when signing in. Both products will now be easy to integrate with other SaaS offerings such as MS Teams, ServiceNow, Planview AgilePlace and others, which will increase user value. With the cloud offering, we don't have to worry about software upgrades, which lowers expense and enables us to scale back our support staff at the bank. This is because the cloud offering is a SaaS product, so we won't have to deal with level 3 (and some level 2) issues. Resulting in approx. 30% cost saving for the bank (over next 3 years). We also get the benefit of getting the most up-to-date capabilities of Atlassian as soon as they are released.
Tell us how your team uses Atlassian products to improve teamwork or collaboration.
NatWest and Atlassian worked together to establish SWAT Teams using JSM, JIRA, Confluence and Status Page to tackle this migration. We worked closely using cloud instances of Jira and Confluence to collaborate across different time zones with thrice weekly meetings (at peak) in order to plan and deliver the migration which was exceedingly large and complex (3.5K projects in JIRA and 6K Spaces in Confluence with over 4 million Jira tickets and 8 million pages). One of more challenging aspects of the migration was dealing with App Data which needed to be migrated from on-prem to cloud equivalents. The team overcome many issues during the migration planning and test events and to communicate to the user base inside the bank to make them aware of what was coming. Natwest and Atlassian worked around-the-clock, across India, UK, USA and Australia. We ended up with an excellent team, with highly skilled and motivated technicians from both sides who together delivered on the goal. In the end the migration weekend events ran very smoothly within time, and with very few issues on the following Monday morning, it was seen as a great success within the bank, all the way through to executive level.
How do Atlassian products play a role in helping this team make a difference?
N/A
PCORI
Our team culture is centered around collaboration, inclusivity, and a drive to achieve excellence in everything we do. Our members are encouraged to bring unique perspectives and ideas to the table, and work together to find creative solutions to challenges. This has led to a supportive and positive work environment where we feel valued and motivated to do our best. We're driven by results that benefit the business and our customers. We prioritize customer satisfaction and are dedicated to delivering high-quality products and services that meet their needs. This resulted in increased customer loyalty and a growing reputation for exceptional service. We focus on continuously improving our processes operations to increase efficiency and drive business growth. The team is committed to making a positive impact in the world--by engaging in sustainability initiatives and supporting local community organizations. Overall, the team culture and drive create a positive and impactful work environment.
Tell us how your team uses Atlassian products to improve teamwork or collaboration.
Our team uses a combination of Atlassian tools, including Jira, Trello, and Confluence, to streamline our workflow and improve collaboration. With Jira, we are able to track the progress of our projects and make sure that everyone is on the same page. The ability to assign tasks and track their completion has been a game-changer for our team. We no longer waste time trying to figure out what needs to be done and who is responsible for it. Trello is our go-to tool for managing team to-do lists and keeping track of what everyone is working on. The visual format of Trello boards makes it easy for us to see what tasks are high priority or not. Finally, Confluence is where we store all of our project documentation and information. With Confluence, we can access all of the information we need to complete a project in one place. This has made it easier for team members to work from home and not miss a beat. Overall, the use of these Atlassian products has greatly improved our teamwork and collaboration. They have allowed us to communicate effectively, track progress, and stay organized. We couldn’t be more pleased with the results.
How do Atlassian products play a role in helping this team make a difference?
In our team, we utilize Atlassian products, such as Jira and Confluence, to streamline our workflow and increase collaboration. These tools help us track and prioritize tasks, share information, and collaborate in real-time. This has allowed us to be more efficient and effective in achieving our goals. Furthermore, the use of Atlassian products has also helped us in breaking down silos and encouraging teamwork. The transparency and accessibility of information has allowed team members to work more closely with each other, leading to better outcomes and improved problem-solving skills. In conclusion, the use of Atlassian products has been instrumental in driving our team's success by enhancing collaboration and improving our workflow. These tools have played a significant role in helping us make a difference and we are grateful for their impact.
Squarespace
Product Support serves as a pivotal link between our Customer Operations, Product and Engineering departments. Using Atlassian's tools, we run a number of programs to drive product quality, roll out new products and features efficiently, identify and address customer pain points, and manage escalated issues and incidents. We are subject matter experts in Squarespace’s products and are relied upon to provide key insights which drive positive change for all of our customers across the globe.
As a non-software development team, we've achieved operational excellence by leveraging the Atlassian toolset to not only manage our team’s initiatives, but also communicate product changes across multiple teams and departments company-wide. Last year, we started an internal campaign to showcase our team’s operational efficiencies within Jira and now have plans this year to directly plug our operations into other teams as well. We’re excited to see where we go from here!
Tell us how your team uses Atlassian products to improve teamwork or collaboration.
To manage our programs and continually improve upon them, we house our team initiatives in a centralized Jira project composed of prioritized Epics. Each Epic supports a department-level goal, and is labeled accordingly to surface progress to Senior Leadership via Dashboards. Our Dashboards provide continual, asynchronous updates for our department regarding high-level initiative progress, task completion, sprint progress, and an Epic status summary that's updated on a bi-weekly basis.
Our rhythm as a team continues to improve as we leverage collaborative workflows and asynchronous communication methods. Our group receives automated email notifications for open assigned tasks from the current sprint at the beginning of each week. Before each sprint begins, DRIs review and update their task statuses to indicate which tickets should be considered for the upcoming sprint, leading to a more efficient sprint planning ritual.
During quarterly initiative planning, we rank our initiatives by priority. This pre-planning investment, and quick visibility of Priority and RAG status, helps the team understand what to focus on. If any high-priority initiatives are at-risk, the group can allocate resources away from lower-priority initiatives for support.
How do Atlassian products play a role in helping this team make a difference?
The Product Support team not only relies heavily on Atlassian tools to effectively run the day-to-day operations of our team, but we also continuously advocate for other teams and departments to follow in our footsteps and buy into our processes. For example, we’ve standardized how we manage our department’s stakeholders to communicate product launches and changes by using a single Jira project. Over time, this Jira project has become the single source of information within our department for the status of a product change or product launch coming from our numerous product teams. As a result, we have influenced other teams and departments to start using this Jira project as well. We’re excited to see how far our operational impact can go this year. All in all, we’re always advocating for other teams and departments to adopt Atlassian tools in their day-to-day work. Many teams and departments at Squarespace already use Atlassian tools for their day-to-day operations, but our team in particular is always spreading the word of how these tools make our lives easier.
Software AG
Software AG’s Atlassian team continuously adapt, innovate, and go above and beyond to serve our internal customers. The team consistently practice Change Management, Incident Management and Service Request Management methodologies - based on ITIL methodology – to support our team success. The results we drive are focused on reducing agent workload, being the number one service provider for best-in-class IT services. More recently we successfully integrated Jira Service Management with our existing infrastructure, allowing us to deliver Self Service capabilities, solving our customer requests in a matter of seconds. We aim to have a highly accessible system to ensure a timely response and resolution for all requests. With the introduction of ITSM processes we displayed our high commitment and dedication to our customers. All of this combined has broken down silo-working and reduced team workload – creating time for innovation, creativity and development.
Tell us how your team uses Atlassian products to improve teamwork or collaboration.
Self Service has always been one of the top priorities for us when dealing with big number of standard requests. To implement them we are starting first with gathering and describing in Confluence how the process would look like to see of any pitfalls or special cases beforehand. After the initial agreement of the scope and the requirements we use Jira Software for planning, distributing and monitoring the execution of our tasks using Agile Methodology on a bi-weekly basis. In order to achieve our goal, we rely heavily on Atlassian Access for automatic user provisioning and securing our accounts with Single Sign On. We use the Jira Service Management capabilities to provide a friendly user interface for our customers and on its Automation features to validate and execute a specific HTTP REST endpoint. This will allow the external system to do the tasks, inform the customer when it is completed and resolve the issue, without the need for an Agent to perform any action. The long-term goal is to provide the internal customers with a central portal for all IT services (manually handled by Agents or self service capabilities)
How do Atlassian products play a role in helping this team make a difference?
Atlassian products gave us the ability to synchronize all our users in a matter of hours and provide to them an additional layer of security with Single Sign On and MFA. It also delivered us both customer front-end and functional Agent backend that allows high level of customization, process modeling and automation.
Teach for All
At Teach For All, we operate in a dynamic context that requires collaboration, coordination and communication across multiple teams and stakeholders, using key information, data and resources from our 60 network partners and over 94,000 alumni to inform and guide our reflections, strategies and decisions. With the rapid growth of our organisation including adding 7 new network partners and 20k alumni since 2019, our internal processes and systems needed to be aligned to allow free-flowing access to important, up-to-date information. The knowledge management team was created as part of a re-org at Teach For All and we were tasked with improving our processes, systems and culture for capturing, storing, and sharing our internal knowledge (data, resources, etc) in an effort to improve our reflection, collaboration, and decision-making. This is a complex, multi-year project with several work streams.
Tell us how your team uses Atlassian products to improve teamwork or collaboration.
Depending on the project complexity, we use either JWM or Jira Software (JS). In the pre-launch phase of a key knowledge management project, we used a business project structure which enabled us to organize and track the extensive work required to launch the platform. Post launch, we have transitioned to using a software project structure which allows us to organize work into sprints. This has also positively influenced the way we collaborate and plan our work as a project team overall, leading us to be more strategic, realistic, and efficient as a team and set clear expectations and timelines with key stakeholders. Having the shared visibility into task ownership and history has been critical to our progress on a complex, multi-year project. Dashboards enable easy viewing and tracking. In addition, features like heat maps and issue charts powered by filters that pulled data from all our projects made the work simpler and the work status easier to share. Automation, e.g., by updating the due dates of parent tasks based on the due dates of their subtasks. In addition, we have organized some of our work into sprints which was partly inspired by our use of Jira Software.
How do Atlassian products play a role in helping this team make a difference?
The practical benefits of using Jira Work Management & Jira Software are clear, including ease of task tracking, viewing of project statuses, and information sharing. There is a steep learning curve worth acknowledging which is a challenge to getting some folks to use the tools directly. We are aware that there is more that we can get out of the tools and are continuously working to build up our knowledge in that area. Having a dedicated internal product owner for Atlassian tools who supports project teams has been helpful too. Our product champion is part of our technology & innovation team and has helped with customizing Jira tools and providing some initial support and guidance. This kind of support is key. The provision of more training materials focused on Jira Work Management that are updated regularly to keep pace with the changes made to the tool would be very welcome. Thank you for these great tools!
The Very Group
The Service Mgt team support The Very Groups customers every day, 24*7, ensuring availability of services and accessibility of support. The team are extremely customer focussed, whether that customer be our internal colleagues who need tech support or our retail customers who depend on the availability and stability of our platforms to allow them to shop with us. The team approach every aspect of work with the ethos "what is right for the customer". This obsession with the customer outcome keeps the team on track and ensures they deliver real benefits. The team have implemented JSM across The Very Group, providing our colleague with Self Service Support, easy ways to raise request for new starters, movers and leavers and also great knowledge articles to help them through their day to day tech interactions.
Tell us how your team uses Atlassian products to improve teamwork or collaboration.
The Very Group we have used Jira & Confluence for a number of years and when selecting a new service management tool last year, as part of a project to in-source our Tech Service Desk, we chose JSM (also Status Page & Ops Genie). The team embraced the self serve of JSM, creating a great portal for colleagues to easily request support, from knowledge, or faults, to organising replacement devices, to totalling changing our Joiners, Movers, Leavers (JML) process. JML process was previously clunky/hard to navigate; through JSM we have given our colleagues a one-stop shop to raise requests and track progress. As a regulated business we use Assets to track access against individuals, in turn simplifying the leavers process as we auto create JSM tickets to disable access to relevant systems. We handle circa 700 JML request / month. Change Mgt was revolutionised with links into CI/CD pipelines, enabling us to move into the modern agile world. Since go live in July '22 we have created 50k+ tickets (50% raised by colleagues through the self serv portal). I was asked to talk about this at the recent High Velocity Event, which is featured here in Diginominca: The Very Group adopts Jira Service Management to improve employee experience and comply with financial regulations
How do Atlassian products play a role in helping this team make a difference?
With JSM now in place and receiving great feedback across the origination (average CSAT 4.9/5) we are looking to developed the use of Status Page and Halp. We think these tools will really compliment and build on the foundation of JSM and take us forward with simplifying support for our colleagues and tech support teams whilst at the same time providing the rigour and audibility required for a regulated business.
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Monique vdB
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Atlassian Community Manager
Atlassian
San Francisco Bay Area
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