Had enough of your existing Service Management tool?
Organisations have reached a tipping point of frustration dealing with legacy tools. Read about the movement to look for a modern solution such as Atlassian’s Jira Service Management.
The traditional ITIL process, combined with overeager tech experts who try to configure every variation that an asset might cross, is a double-whammy. It results in too much complexity to manage. Service Management ties most organisations into knots that slow service levels and responsiveness down to a crawl. Trying to understand the impact of change and the likelihood of redirecting an existing workflow become almost impossible.
Organisations then start to look at how alternative systems can break away from legacy products. Experts try lifting, migrating, or moving to a new tool. This process repeats itself in a never-ending circle all too often, with the same stagnant results. The old saying rings true; a fool with a tool is still a fool.
Over the last decade, Atlassian has moved from its humble beginnings as a bug-tracking, wiki, and source code management system to visualising work for software development teams. Atlassian helps all teams across an enterprise with straightforward, easy-to-use workflow management. Its wide adoption keeps things simple and pairs back complexities. And Atlassian Cloud has taken this principle to another level. It began disrupting teams by reducing configuration options and customisations to get everyone thinking about the basics and fundamentals of work.
Atlassian now has a fully-fledged Service Management capability that employs the same principles it introduced for teams managing day-to-day work. Organisations are turning to Atlassian to manage Enterprise Service Management and IT Service Management underpinned by ITIL.
Organisations with an existing Atlassian footprint quickly realised the cost benefits of extending functionality into Jira Service Management, rather than selecting an alternative service management such as ServiceNow, FreshService, or SolarWinds. Training and transition are also a win when teams are already comfortable with Jira process and workflow.
The hitches that organisations need to watch out for are trying to replicate like-for-like functions from existing tools, or existing staff who want to keep the status quo. Moving to a new ESM or ITSM tool provides a modern delivery methodology that is sustainable, lean, and fit for purpose without repeating past mistakes.
Our work
Case Studies
The Mine Sweeper and Clearance Diving Systems Program Office in Defence had recently adopted a Kanban-driven approach to organising their work. They had aspiration to improve the cadence of outputs to customers and fix the prioritisation issues across multiple teams and service providers.
Twelve months into an ICT transformation program, little had changed in their organisation. There were bottlenecks at every turn. Every major area of the company including Governance, Architecture, Infrastructure, Change Management, Security, and Leadership were experiencing problems.
The NZ Government Superannuation Fund was looking for a substantial improvement in its ICT operational and support service levels. With our help they were able to move to a new service delivery construct that included a regular cadence of feature development, strong IT governance, technical guardianship, and robust support.
Actions over words breaks consultant fatigue to build trust and momentum. Allowing the University of Newcastle to embrace a new beginning.
While a cross-programme workshop seemed unnecessary overhead, the opposite was proven. “Now we cannot see how such a programme could be successful without one. We aligned teams, and galvanised improvement priorities with a renewed energy. It was altogether a very worthwhile exercise."
Our client wanted greater transparency and insight into the causative factors that contributed to inefficiencies and impediments delivering feature updates to customers and staff
The last thing Tasman District Council (TDC) wanted was an independent viewpoint on digital strategy and an industry assessment on its maturity. They didn't want to go through an exercise to find out where they were at only to then ask. What do we do? They wanted to move forward.
Merging AWS infrastructure management with the application build pipeline brings development & operations together. That sounds like DevOps.
Providing an outgoing support arm for day to day advice, training and guidance.
Organisations have reached a tipping point of frustration dealing with legacy tools. Read about the movement to look for a modern solution such as Atlassian’s Jira Service Management.
We've all felt the pain of big waterfall project — the pressure of functionality dropping and teams asking for more time and money. Post-implementation reviews lead to teams reflecting on what they could have done differently, but usually it too little too late.