This client had 2 business units using the Atlassian platform. One business unit used Jira Software and Confluence while the other used Jira Software, Jira Service Management and Confluence. Additionally, they had apps such as BigPicture. Both units had various business processes implemented on the Server edition of these products and as part of their digital transformation initiative, they decided to migrate all Server edition product instances to a single instance on Atlassian’s cloud platform to take advantage of the benefits of the cloud. This also involved migrating user authentication and management to Atlassian Access.
Around 500 users and business processes were successfully migrated from the Server edition platform to the Atlassian cloud platform. This migration was done in 2 phases, migrating one business unit first, and then the other one. Atlassian’s migration best practices were applied as well as the experience of bit2bit Americas in similar cases migrating all the users and business processes implemented in the platform successfully. In addition, user management was successfully implemented through Atlassian Access to satisfy the security requirements of the case.
bit2bit Americas was able to successfully
complete this project achieving 90% in
the satisfaction survey.
The client choosed bit2bit Americas because of its Atlassian Enterprise Solution Partner and Atlassian ITSM and Cloud Specialized status. In bit2bit Americas we have migration methodologies for basically all the most popular Atlassian products and apps in the Atlassian marketplace, based on the methodologies of the manufacturers in combination with our experience.
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.