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

Case Studies

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

Client's Challenges

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.
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.

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.

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.

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.

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

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

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

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

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.