Agile project management process for
mining company

bit2bit Americas transformed the project management process of a mining company
using agile practices.




Production Volume

One of the 10
biggest in the world





Business Need

This client’s technology team had chosen to use the Trello tool to implement a basic process for managing their software development projects that allowed them to meet their team objectives. However, when the number of team members and the project load grew, both the tool and the management process in use did not scale to the requirements of the new context. Both became an impediment to being able to have control over the ongoing projects, their goals and deliverables.


In response to this need, bit2bit Americas suggested implementing an agile project management process based on the Scrum framework, using Jira Software and Confluence products. Working together with the client allowed bit2bit Americas to design and implement a new agile and standard process which allows the tracking of goals and deliverables. The process is robust and is scaling as new members join the client’s technology team. Additionally, the project management process was integrated with the automated software integration and deployment process that the client was using as part of its DevOps practices.


Jira app

The technologies used in this implementation were the following:

Customer satisfaction

bit2bit Americas achieved 90% in the satisfaction survey.

a Jira Service Management

Why bit2bit Americas?

bit2bit Americas has experience in the execution of services that allow transforming traditional project management processes into processes based on agile practices. Additionally, our team of specialists has experience and certifications in frameworks such as SAFe, Scrum, Kanban, etc. as well as in the platforms used.

What are ITSM processes? ITIL version 4 recently went from recommending ITSM “processes” to introducing 34 ITSM “practices”. Their reasoning for this updated terminology is that “elements such as culture, technology, information and data management can be considered to get a holistic view of ways of working”. This more comprehensive approach better reflects the realities of modern organizations.


Here, we will not concern ourselves with nuanced differences in the use of practice or process terminology. What’s important and true, no matter what framework your team follows, is that modern IT service teams use organizational resources and follow repeatable procedures to deliver consistent and efficient service. In fact, leveraging practice or process is what distinguishes ITSM from IT.

Change management ensures standard procedures are used for efficient and prompt handling of all changes to IT infrastructure, whether it’s rolling out new services, managing existing ones, or resolving problems in the code. Effective change management provides context and transparency to avoid bottlenecks, while minimizing risk. Don’t feel overwhelmed by these and the even longer list of ITIL practices.

Problem management is the process of identifying and managing the causes of incidents on an IT service. Problem management isn’t just about finding and fixing incidents, but identifying and understanding the underlying causes of an incident as well as identifying the best method to eliminate the root causes.

Incident management is the process to respond to an unplanned event or service interruption and restore the service to its operational state. Considering all the software services organizations rely on today, there are more potential failure points than ever, so this process must be ready to quickly respond to and resolve issues.

IT asset management (also known as ITAM) is the process of ensuring an organization’s assets are accounted for, deployed, maintained, upgraded, and disposed of when the time comes. Put simply, it’s making sure that the valuable items, tangible and intangible, in your organization are tracked and being used.

Is the process of creating, sharing, using, and managing the knowledge and information of an organization. It refers to a multidisciplinary approach to achieving organizational objectives by making the best use of knowledge.

Is a repeatable procedure for handling the wide variety of customer service requests, like requests for access to applications, software enhancements, and hardware updates. The service request workstream often involves recurring requests, and benefits greatly from enabling customers with knowledge and automating certain tasks.

It’s simply not enough to have an ITSM solution – you need one that actually accelerates how your teams work.

Atlassian’s ITSM solution unlocks IT at high- velocity by streamlining workflows across development and operations at scale. Meaning what was once many siloed teams with different ways of working, are now integrated and much more collaborative than ever before.

ITSM benefits your IT team, and service management principles can improve your entire organization. ITSM leads to efficiency and productivity gains. A structured approach to service management also brings IT into alignment with business goals, standardizing the delivery of services based on budgets, resources, and results. It reduces costs and risks, and ultimately improves the customer experience.