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Implementing and Optimizing Jira Service Management for a Health Engagement Company
80%
decrease in requests from other channels
100s
of daily requests
One
source of truth
Project Snapshot
- Cross-functional organizational hub powered by Jira Service Management for managing projects, tracking information, handling interdepartmental requests for collaboration, and reporting and resolving issues.
- A single source of truth for IT security compliance information that streamlines audit processes.
- Custom forms and workflows for each department to capture detailed requirements for common project, request, and issue types.
- Automation for Jira and apps to automate time-consuming, repetitive tasks.
Our client
A Seattle-based company that works with pharmaceutical and biotechnology companies to deliver patient engagement solutions which empower patients to share their experiences and enable companies to directly engage with healthcare consumer. The company uses its proprietary, state-of-the-art technology to support the relationship between healthcare companies and patients.
Challenge
When the company’s Senior Director of IT Risk Management was looking for a solution to streamline tracking of-and visibility into-information related to internal and external technology requests, her research led her to Jira Service Management (formerly Jira Service Desk). The company was already using the solution to power its IT service desk and project infrastructure, but there was room for further optimization: they were only using a small percentage of Jira Service Management’s capabilities.
In addition, other functional areas across the company, such as human resources and accounting, were using a variety of solutions to manage projects, to notify internal teams of requests , and to request collaboration or support, including email and chat channels. Without a single, centralized system or methodology in place, stakeholders did not consistently receive timely notifications of requests and issues, which could result in last-minute requests or unanticipated work.
In Jira Service Management, the Senior Director saw a solution that would support monitoring change management, user access and IT infrastructure, which increased visibility and access to information required for audit processes. With the robust implementation of features and functionality of Jira Service Management, the company was able to align on how the entire organization managed requests, issues, and cross-functional support. Since the implementation, the company has continued to increase its use of Jira Service Management as it identifies additional functionality that is useful to other parts of the organization.
Solution
Since Jira Service Management was already in use within the organization, Health Perspectives Group initially explored in-house support for further implementation of the tool. However, they soon realized that they would benefit from the expertise of an experienced, third-party Atlassian partner. They engaged Isos Technology to implement Jira Service Management across the company and optimize its use within IT.
Isos Technology worked directly with each department within the company to gather requirements, create forms for common request types, and develop custom workflows. The forms were designed to capture up front all the relevant information necessary to complete a request or address an issue. This was intended to minimize back-and-forth and speed resolution. Isos Technology also leveraged Automation for Jira and other apps to minimize repetitive, time-consuming, manual tasks, thereby enabling the Health Perspectives Group staff to focus on more critical tasks.
The Sr. Director of IT Risk Management who led the project wanted to be able to support the system from within once it was fully implemented. To this end, part of the engagement was focused on coaching, and Isos Technology created a series of user guides and training videos to enable Health Perspectives Group to self-support the tool once the initial engagement ended.
Results
When the Senior Director of IT Risk Management first envisioned the project, she did not know if what she wanted was even possible. Today, she says: “Jira Service Desk is working exactly the way I intended.”
Enhanced IT Security Controls and Streamlined Audit Processes:
By tracking all information related to IT security compliance in Jira Service Desk, Health Perspectives Group is better able to exert strong controls over IT security compliance and manage risk. Since they no longer have to locate information in multiple systems, it is faster and more efficient to view current data and gather historical data which streamlines compliance audit processes.
Improved Project Management and Service Delivery:
The client has seen an 80% decrease in the number of internal requests coming in via email,
chat, Slack, and other channels across all departments using the tool. This dramatic reduction has resulted
in improved turnaround time, fewer requests “falling through the cracks,” and better resource planning.
The system streamlines project management, and automatic notifications to stakeholders keep processes
moving forward in a timely manner.
Cross-Functional Alignment and Collaboration:
Prior to implementation of Jira Service Management, the organization was using multiple systems and processes to request cross-functional help and collaboration. Requests were misplaced, information was incomplete, and timelines and next steps were unclear. This made teamwork difficult, and alignment was practically non-existent. Now, the entire organization has embraced the solution and is working in a consistent, coordinated manner. This makes it easier for teams to properly allocate resources and meet timelines, and has resulted in enhanced cross-functional collaboration.
At least once a day, I get feedback from someone about how much they appreciate Jira Service Management and what a difference it has made in their work.
If you are considering Jira Service Management, I recommend working with Isos Technology to set it up correctly, and train you to use it. By making this investment up front, you will get more out of it in the long run.
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