Best Doctors is a health-care service organization providing medical second opinions to its members. Atlassian JIRA, Confluence, Bamboo, and HipChat are used throughout the organization to keep projects on track and connect employees throughout 13 offices worldwide. This talk will focus on how support problems are reported, and how appropriate personnel is notified via push notifications and text messaging. Through the use of these tools, issues are dispatched to the right person at the right time, no matter where they are or what device they use. Atlassian tools are used in this tightly controlled SOC 2 Type 2 audited environment to provide compliant change management including the necessary traceability and hit the required SLAs. Products covered: JIRA Software, JIRA Core, JIRA Service Desk, HipChat

1. MARTIN LUETHI • FOUNDER • MOBILITYSTREAM • @MOBILITYSTREAM
Mobile Change Management and
Support Workflows with JIRA

2. CHANGE MANAGEMENT
CHALLENGES IN HEALTHCARE
PROCESS
RESULTS
Agenda

3. Protected Health
Information (PHI)
Compliance:
HIPAA, SOC,
HITRUST
Slow Adoption of
Cloud Technology
Challenges in Healthcare

4. 44
ITIL CHANGE MANGEMENT DEFINITION
The goal of the change management process is to
ensure that standardized methods and
procedures are used for efficient and prompt
handling of all changes, in order to minimize the
impact of change-related incidents upon service
quality, and consequently improve the day-to-
day operations of the organization.

5. Change
Management
Quality
Speed
Process
Clear, repeatable, auditable, and
traceable process with documented
approval chain.
Fast response, no delays for
approvals of urgent change
requests, prioritized by type.
Defined process with quality
outcome, no negative impact on
Service Level.

6. Draft Waiting for
Approval
Denied
Group of Change Request
Approver - “Change Control
Board”
Approved
?

7. Problem 1
Problem 2
Problem 3
• Change Requests stuck in “Waiting for Approval”
status, not approved on time.
• JIRA e-mail notifications were generally completely
ignored.

8. Problem 1
Problem 2
Problem 3
• Protected Health Information was “creeping” into the
system although not permitted by policy.
• JIRA accessible via public network.

9. Problem 1
Problem 2
Problem 3
• Change Requests not truly reflecting reality, approval
dates incorrect, approved after the fact, resulting in
little trust in process.
• Incorrect timestamps problematic during audits.

10. Mobile Notifications
and Approvals
Speed up
workflow
Secure internal
systems
Disabling public
access and use
MDM system

11. JIRA
Corporate Network
Public Network

12. Push Notification
Notification

13. Callout
Issue Detail
Actions
SLAs
Detail
Comments

14. Passed SOC2 Type 2
audit and several on-site
client audits

15. Thank you!
MARTIN LUETHI • FOUNDER • MOBILITYSTREAM • @MOBILITYSTREAM