Asset 8 Asset 6 Asset 4 Asset 3

Success stories

Banking entity successfully migrates to
Atlassian Cloud

bit2bit Americas migrated to Atlassian’s Cloud Premium platform in an
important bank in Central America.

Customer

Clients

4M+

Operations

Central America

Sector

Banking

Location

Costa Rica

Partners

18K+

Business Need

The client had several business critical processes implemented on the Atlassian platform which was used by about 7K users. It also had several apps (also known as add-ons, plugins), 2M+ issues, 1K+ Jira projects, several information themes and approximately 6K+ custom configurations. Additionally, being the platform in use the Server edition, the client was responsible for the operation of the infrastructure which implied increasing efforts to meet the objectives of availability, response time and incident resolution time.

Solution

In this context, the client decided to migrate to the Cloud edition of the Atlassian platform in order to obtain the benefits of the cloud, which represented a complex challenge. bit2bit Americas created a customized plan based on the official methodology, its experience and its own internal methodologies for each app. In this way, it was possible to establish a plan that would allow the migration of all business processes, data and customized functionalities to Atlassian’s Cloud platform, without generating a critical suspension of services for the client. Today, the Cloud platform meets the objectives of availability, response time, etc., without the need for the enormous effort required by the Server edition.

Technology

Jira app

The technologies used in this implementation were the following:

Customer satisfaction

The client was very satisfied with the
migration process, as well as with the
performance of the platform, and as a
result they rated us with 100% in the
satisfaction survey.

Why bit2bit Americas?

bit2bit Americas has extensive experience in migrations, during which it has implemented internal methodologies complementary to the official one for complex scenarios and for each app in the marketplace. It also has Atlassian’s Cloud Specialized recognition and has several certified engineers, which are Atlassian’s requirements to ensure that a partner is able to perform migrations successfully.

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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.