Three Uses Of JIRA Beyond Bug Tracking

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Everyone knows JIRA is a great bug tracker, but not everyone realizes how multi-purpose JIRA really is. This session features three customers who use JIRA for key business operations, from project management to HR onboarding.

Customer Speakers: Modha Khammammettu of California Casualty, Barney Bolt of Chordiant, Christina Noren of Splunk

Key Takeaways:

* Understanding JIRA's versatility beyond bug tracking
* JIRA plugins and customizability
* Deployment best practices

Published in: Technology, Business
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  • Thanks so much for sharing this! I also recommend to check out this blog post on some great JIRA integrations: http://usersnap.com/blog/jira-integrations-optimize-web-development-workflow/
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Three Uses Of JIRA Beyond Bug Tracking

  1. 1. Three Uses of JIRA beyond bug tracking
  2. 2. We code-named it SPROUT
  3. 3. We Created JIRA For folks like these
  4. 4. The Truth & Nothing but the Truth
  5. 5. A Mindset for Multiple Purposes
  6. 6. Chordiant Problem Resolution Tool : Incorporating Jira into a Customer Support Application Barney P Bolt III Vice President Support, Sustaining and Existing Application Development © Copyright 2008, Chordiant Software, Inc. | Chordiant Confidential Information
  7. 7. Chordiant Software – A Background •  Optimizing the customer experience   Improve business results •  Significantly strengthening customer relationships   Multi-channel management   Centralized Next-Best-Action ™ •  Driven interactions •  target individual customer & needs •  Provide unprecedented management/control •  Sophisticated customer strategies •  Intelligent dialogue •  Enables strengthened connections with customers •  Can differentiate themselves from competition •  Maximize their business objectives •  Support and maintain all of the above 2
  8. 8. Chordiant Support & Sustaining •  Customers   140+ Customers   Financial Institutions, Telcos, Healthcare, Media   Many Fortune 500   Enterprise, Business Critical Platform and Applications •  Support Engagement   Customer Support Tool   Support Hotline   Escalation Process   24x7x365 across 5 Geographical Locations
  9. 9. Chordiant Support & Sustaining cont. •  Issue Profile   OOTB Code   Customized Code   Implementation Model   Business Requirement   Environmental   Regulatory •  Customer Interactions   Hinges on our system of record
  10. 10. Jira as a Customer Support Tool Business Requirements - Driving Factors •  Inexpensive Easy price tag to sell to Executive team •  Historical Experience with new tools was poor. We needed to be certain of success in every dimension: o  Cost o  Partner o  Implementation o  Deployment o  Most Important -Customer Feedback 5
  11. 11. Jira as a Customer Support Tool Business Requirements - Goals •  Smallest support and maintenance costs •  Use of current technical staff for updates and changes without maintaining a special skill set. •  Performance The single most reported issue was the slowness of all other systems – it came up in every review 6
  12. 12. Jira as a Customer Support Tool Business Requirements - Goals •  Value for money •  Customer Success o  We are an exceptional customer service department o  Our performance is driven by a true passion for customer success This mentality drives high expectations! 7
  13. 13. Jira as a Customer Support Tool •  Functional Requirements Some 120 Functional Requirements Key factors: Customer security Fast and accurate searching Intuitive, secure and simple Client UI Bonus: Availability of 3rd party extensions (time tracking etc) 8
  14. 14. Jira as a Customer Support Tool Bridging the Gaps •  Enlisted help of •  3 Day Gap Analysis and Requirements Gathering session with CustomWare to finalise design •  CustomWare had “off the shelf” solutions for some of the requirements – for example SalesForce.com integration enabling us to check the S&M contract for a customer is up to date. 9
  15. 15. GAP: Customer / Client Relationships Harmony Customers Group Concept of a ‘customer’   Users (Clients) can be associated with one or more Harmony Harmony Telco Ltd customers Bank Cards Clients   Clients from a given customer can only view their own customer’s issues and not issues for other Bank1 customers   Cards1   Customer hierarchy catered for (parent company   etc) Harmony1     Chord1         Mrktng1   10
  16. 16. GAP: Customer / Product Relationship Harmony Customers Group Harmony Harmony Telco Ltd Chordiant Product Bank Cards Products   Ownership of product by Foundation customer     Disputes   Versions for each product with   release and end of life date CDM   CMD   This is never Teller   an ootb config! 11
  17. 17. Jira as a Customer Support Tool Bridging the Gaps cont. •  SLA’s and alerting •  Enhanced email handling   Direct email straight to the team best placed to assist   Add CC list to issue – populate cc list from inbound email •  Hook into existing engineering Jira For bug tracking (including search capability) •  Data Migration from previous system was again with the help of CustomWare. 12
  18. 18. CPRT Client Portal Portal is Additionally Once an issue is ‘personalised’ for they can created the the customer Feature provided view all client can attach Clients get Throughout issue creation to save client issues for files and add is prompted to at-a-glance the client Throughout Issue having to re- their comments justthe information Details can be view provide of their Creation client is guidedenter the same associated as ifcurrent they were to best enable us saved against required to to provide details details many customer(s) issues them. Step 1 is to using the help required to enable us to client account times standard Jira select from the list of for re-use. best serve them UI. Products associate with their customer. 13
  19. 19. CPRT – Jira Support Team Interface And Customer New Products to admin function allows clients to be Incoming issues are associated with And to customers queued by product Service Level until they are Agreements assigned. 14
  20. 20. CPRT – Security Custom security type prevents users from seeing issues for customers they are not associated with. 15
  21. 21. Successes and ‘Opportunities’ •  Picking the underlying technology   We re-used the engineering research on JIRA   Integration was easy •  SI choice   Straight forward communication   No fuss contract •  Ability was evident   Always ahead of schedule •  Saved resources •  Not scoping completely   More customization 16
  22. 22. haveasec.com/summit SURVEY!! © Copyright 2008, Chordiant Software, Inc. | Chordiant Confidential Information
  23. 23. @
Atlassian
Summit
2009
 Using
Jira
for
Product
Management
 Chris=na
Noren,
VP
Product
Management
 1

  24. 24. Who’s
Splunk?
 • Invented
IT
Search
 • >
350,000
downloads,
1,000
licensed
customers
in
3
years
 • Used
for
troubleshoo=ng,
inves=ga=on,
monitoring
and
repor=ng
 • ...in
applica=on
management,
IT
opera=ons,
security
&
compliance.
 Enterprise
Security
Suite
 2
 2
 ©
Splunk
Inc.
2009

  25. 25. A
Different
Approach
to
IT
SoVware
 •  
Built
by
IT
pros
for
IT
pros.
Its
all
about
the
user.
 •  
One
code
base.
One
package.
Laptop
to
datacenter.
Unix
to
Windows.
Agent
and
server.
 •  
Be
Open.
Files
not
a
database.
Scriptable.
APIs.
SDKs.
Standard
tools.
 •  
Be
Flexible.
Any
data.
Any
format.
Build
to
be
extended.
Different
views.
 •  
Don’t
keep
secrets.
Real
engineers
on
IRC.
Public
docs.
Public
roadmap.
 •  
Let
people
work
with
big
data.
Don’t
filter
it.
Don’t
dumb
it
down.
 •  
Don’t
be
too
smart.
There’s
no
way
to
automate
the
hard
problems.
You
can’t
understand
 organize
every
byte
of
IT
data
up
front.
 Enterprise
Security
Suite
 3
 ©
Splunk
Inc.
2009

  26. 26. Jira
for
Product
Management
‐
Beginnings
 •  project
started
in
September
2007
 •  accompanied
engineering
move
to
agile
development
 •  engineering
planned
to
extend
use
of
Jira
from
bugs
to
 requirements
 •  PM
needed
a
way
to
automate
requirements
development
 •  PM‐centric
tools
were
too
closed
 4
 Enterprise
Security
Suite
 4
 ©
Splunk
Inc.
2009

  27. 27. Goals
 •  Adapt
pragma=c
marke=ng’s
“requirements
that
work”
model
 •  Allow
visibility
from
engineering
requirements
back
through
to
 specific
accounts/
requests
AND
vice
versa
 •  Enable
automated
communica=on
of
status
of
feature
 development
to
field
and
customers
 •  Reconcile
engineering
and
marke=ng
impedence
mismatch
 Enterprise
Security
Suite
 5
 ©
Splunk
Inc.
2009

  28. 28. Data
Model
 Salesforce
CRM
 Jira
 Engineering
backlog
 Accounts, Cases (P1-P3) Bugs opportunities, deployments, ...
 Product
inputs
 Cases (P4) Enhancement Requirements Requests Market
problems
 MRD Market Problem Datapoints Statements Call Reports Features Customer
councils
&
 visits
 Marke=ng
roadmap
 Enterprise
Security
Suite
 6
 ©
Splunk
Inc.
2009

  29. 29. Custom
Reports
 PRD Roadmap what needs to be solved, why, and how? what’s coming, how far along is it, and why should customers care? • Theme problem statement • Sub-theme problem statement • Timeframe / Release • Problem statement • Feature Description (incl use cases) • Sub-feature Business case Description • Features Bene ts • Inputs • Requirements status • ERs assigned to • CDs • Problem Statements • MDs • Requirements Enterprise
Security
Suite
 7
 ©
Splunk
Inc.
2009

  30. 30. Custom
Workflows
&
Accelerators
 •  ERs:
scope,
scope
with
new
PS
 •  PS:
start
scoping,
complete
scoping,
start
scoping
with
new
 requirement,
finish
scoping,
define
features
 •  Features:
define
 Enterprise
Security
Suite
 8
 ©
Splunk
Inc.
2009

  31. 31. Cascaded
Close
&
No=fica=ons
 •  Requirement
closure
triggers
problem
statement
&
feature
closure
 -  sensi=ve
to
priority
and
status
 •  Problem
statement
closure
triggers
ER
closure
 -  sensi=ve
status
 •  No=fica=on
to
support
inbox
on
ER
ac=ons
 -  scoping
to
a
PS
 -  feature
defni=on
 -  closure
 Enterprise
Security
Suite
 9
 9
 ©
Splunk
Inc.
2009

  32. 32. Our
Mistakes
 •  Didn’t
ini=ally
allow
for
feature
hierarchies
 •  Started
PS
‐>
requirement
‐>
feature
 -  should
have
been
PS
‐>
feature
‐>
requirement
 •  Didn’t
explicitly
allow
for
personas
or
use
cases
 -  graVed
onto
the
problem
statement
 •  Socializa=on
 Enterprise
Security
Suite
 10
 10
 ©
Splunk
Inc.
2009

  33. 33. Wishlist
 •  Ability
to
define
custom
layouts
for
issue
types
 -  that
include
specific
fields
on
linked
issues
of
specific
other
issue
types
 ‣  so
we
can
see
the
name
of
an
account
for
an
ER
related
to
a
given
problem
 -  that
group
linked
issues
by
issue
type 

 ‣  so
we
don’t
have
to
use
custom
link
types
 •  Report
wizards
 -  I
hate
needing
to
bug
a
java
guy
whenever
I
need
a
new
field
or
layout
 -  Most
common
Jira
complaint
is
that
the
data
is
in
there
but
too
hard
to
get
out
 Enterprise
Security
Suite
 11
 ©
Splunk
Inc.
2009

  34. 34. Splunk
for
Jira
 Enterprise
Security
Suite
 12
 12
 ©
Splunk
Inc.
2009

  35. 35. The
IT
Search
Company

  36. 36. haveasec.com/summit ummit SURVEY!!
  37. 37.   JIRA: Consolidation of Disparate Reporting   JIRA: Process Improvements   JIRA: Business Answers
  38. 38. Consolidation of Disparate IT Systems 2008 2009 DCS Clientele TRAX Spread- sheets Service Who Knows Requests APT What Else?
  39. 39. Service Requisition Process
  40. 40. Time Reporting
  41. 41. Service Desk
  42. 42. Project Management
  43. 43. Business Answers
  44. 44. IT Hours by Category February, 2009 Development Administration Production Service MaintenanceMaintenance Infrastructure Coded Development Administration Service Infrastructure Coded Support Production Desk Wrong Support Desk Wrong
  45. 45. February, 2009 Single CTA Series 2 ATLAS E-Sol 2.0 i Foundry MIS / FWS ATLAS E-Sol 2.0 i Foundry Source Single CTA Elimination Series 2 MIS / FWS Source Elimination
  46. 46. Service Desk Time Allocation by Type of Call (Top 10) February, 2009 Service Production Desk Hardware SMART Hardware Software Mainframe Outlook Security Web Sites Reports Service Jobs Staff Production Desk SMART Software Mainframe Outlook Security Web Sites Reports Staff Jobs
  47. 47. Telecommunications Time Allocation February, 2009 Production Infrastructure Administration Infrastructure Maintenance Service Desk SupportProduction Administration Maintenance Service Desk Support
  48. 48. Conclusion   JIRA helped us streamline our processes and eliminate most of the sub-systems and applications used for tracking and management   JIRA allows better transparency for IT results by providing improved information and communication   JIRA had reduced software and maintenance expenses for Cal Cas
  49. 49. Questions and Answers Modha Khammammettu mkhammammettu@calcas.com 602-866-4751
  50. 50. haveasec.com/summit SURVEY!!

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