- JIRA was implemented at ERCOT to improve their IT change management process over the legacy tool. It featured conditional workflows, linked issues, required fields, and approval processes to route changes appropriately. - Results included the time to approval decreasing by 18.4 days (from 19.2 to 0.8 days) and time to completion decreasing by 8 days (from 14.1 to 5.8 days). 61% of changes were now completed within 3 days of submission. - Future enhancements included improving CMDB integration and replacing their Remedy incident management with JIRA Service Desk.

1. IT Change Management Using JIRA
MIKE WHITLOCK • LEAD APPLICATIONS DEVELOPER • ERCOT
BART COLEMAN • APPLICATIONS DEVELOPER • ERCOT

2. The Electric Reliability Council of Texas ensures a reliable
electric grid and efficient energy markets

3. Agenda
BACKGROUND
CONDITIONAL WORKFLOW
LINKED ISSUES
CONDITIONAL REQUIRED FIELDS
APPROVAL PROCESS
TRANSITIONS
RESULTS
OTHER

4. Why our old tools sucked…
Legacy Tool
Limitations
User Frustration Cost

5. RFPs
Standard ERCOT new app process…
13 months and no app selected
JIRA?
Proof of Concept
Our team proposed JIRA to upper
management and was challenged to
create a POC
5 days of JIRA development work
knocked their socks off
So what
next?

6. 1
Gap analysis results…
minor limitation

7. High level view of the change process
Software Changes Hardware Changes User
Bureaucratic
Work

8. Any ERCOT user has
ability to request a
change
One stop change shop

9. All changes entered in
one spot
Dynamic workflow
routes the change
appropriately
One stop change shop

10. Agenda
BACKGROUND
CONDITIONAL WORKFLOW
LINKED ISSUES
CONDITIONAL REQUIRED FIELDS
APPROVAL PROCESS
TRANSITIONS
RESULTS
OTHER

12. Conditional workflow

13. Conditional workflow

14. Agenda
BACKGROUND
CONDITIONAL WORKFLOW
LINKED ISSUES
CONDITIONAL REQUIRED FIELDS
APPROVAL PROCESS
TRANSITIONS
RESULTS
OTHER

16. Auto-creating linked issues

17. Auto-creating linked issues

18. Auto-creating linked issues

19. Auto-creating linked issues

21. Logic between linked issues

22. Logic between linked issues

23. Logic between linked issues

24. Agenda
BACKGROUND
CONDITIONAL WORKFLOW
LINKED ISSUES
CONDITIONAL REQUIRED FIELDS
APPROVAL PROCESS
TRANSITIONS
RESULTS
OTHER

25. 16 to 70required fields

26. Conditional required fields

27. Conditional required fields

28. Agenda
BACKGROUND
CONDITIONAL WORKFLOW
LINKED ISSUES
CONDITIONAL REQUIRED FIELDS
APPROVAL PROCESS
TRANSITIONS
RESULTS
OTHER

30. Easy approval process

31. Easy approval process

32. Easy approval process

33. Easy approval process

34. Agenda
BACKGROUND
CONDITIONAL WORKFLOW
LINKED ISSUES
CONDITIONAL REQUIRED FIELDS
APPROVAL PROCESS
TRANSITIONS
RESULTS
OTHER

35. Time conditional transitions

36. Time conditional transitions

37. Agenda
BACKGROUND
CONDITIONAL WORKFLOW
LINKED ISSUES
CONDITIONAL REQUIRED FIELDS
APPROVAL PROCESS
TRANSITIONS
RESULTS
OTHER

39. Actual workflows for change work

40. Actual workflows for change work

41. REST call to MS Orchestrator that queues
a build job in Puppet using all the server
information requested in the JIRA Issue
Automated virtual server builds

42. REST call from MS Orchestrator that
transitions JIRA issue to next status
when build job completes (or fails)
Automated virtual server builds

43. ERCOT developed plugin to send any data on the JIRA
Issue to our Information Bus
Automated CMBD population

44. ERCOT developed plugin to send any data
on the JIRA Issue to our information bus
Automated CMBD population

45. Agenda
BACKGROUND
CONDITIONAL WORKFLOW
LINKED ISSUES
CONDITIONAL REQUIRED FIELDS
APPROVAL PROCESS
TRANSITIONS
RESULTS
OTHER

46. 19.2 days!
0.8 days!
Before JIRA After JIRA
Time to approval decreased by 18.4 days

47. Before JIRA After JIRA
Time to complete decreased by 8 days
14.1 days
5.8 days

48. 61%complete within 3 days

49. Users now

50. CMDB Integration v2
Enhancing our CMDB Integration to
pull information and pre-populate
JIRA Issues
Service Desk
Drink a Beer
Replacing our Remedy Incident
Management installation with JIRA
Service Desk
Celebrate me actually making it to
this slide without passing out
So now
what's next?

51. MIKE WHITLOCK AND BART COLEMAN
Thank you!

52. Questions?