Jira & Atlassian Guard Implementation Case Study

Case Studies

Implementation of Jira and Atlassian Guard along with the Automation and Change Management

Background

An integrated business services company, headquartered in London, having offices in 17 countries throughout the UK, EMEA, USA, and Asia. They provide digitally enabled solutions, with a unique combination of market and consumer insight,
customer communications strategy, technology, and transformational expertise.

Use Case

The client wanted to implement Jira cloud and Atlassian Guard along with automation, change management and integration of Jira with a customer-facing portal.

Challenges

Team needed a fully automated solution that paralleled their business process to be implemented in Jira. The challenge was to create a fully automated process in the Jira cloud only using the out-of-box Jira features, along with limited add-ons.

Multiple change management processes and centralized user management was a great difficulty.

Solution

Detailed System Study and Planning

A thorough system study was conducted to analyze the client’s current Jira setup. This involved understanding their infrastructure, user base, projects, workflows, and other elements needed to implement seamlessly the Change management process within the Jira cloud.

Phase wise implementation

Implemented the solution within Jira cloud, completely automating the process needed by the team Phase wise causing no disruption to the business.

Automated process

Implemented automated change management processes and released them for the respective teams and managers.

Integration of Atlassian Guard

We have integrated Azure AD with Atlassian using the Atlassian Guard for the SSO.

Integration with add-ons

The implementation also required a communication channel between the change managers and their customers, for which we integrated ‘Email this issue’ with Jira. Automating the overall flow from the creation of a Change and its subsequent sub-changes and subtasks within the main change including the change details and its life cycle; communication management between change managers and reporters, managing the SLAs, emails notifications of SLAs, workflow automation, and closure.

Integration with Jira

MicroGenesis helped integrate one of their customer portals with the Jira cloud so that the change creation happened from only one place which was already triggered by customers.

Results

Successful implementation

The successful implementation of Jira cloud has resulted in having an automated process in place for one of the client’s team, which helped the Change Managers to smoothly manage multiple types of changes in one place and manage them end to end with minimal user involvement in the process.

Improved Change management

In a nutshell the whole change process was fully automated in Jira with very minimal user involvement along with the implementation of Atlassian Guard for Single sign-on and security

Implementation of Automations

The change requests now flowed automatically from their customer-facing portal to Jira with auto-creating the defined sub-tasks for different types of change requests and sub-changes, including auto-filled details, changing life cycle, communication between the change manager and the reporter with the client-facing portal, resolutions, closure and implementation of actual changes. The process automation has resulted in more work efficiency among the Change managers by easing their workload due to fully automated process.