Synchronizing issue-trackers beyond company borders

21. Looking for a synchronisation tool • Survive hurricanes Reliability • Work in your own environment Autonomy • Take into account real world use cases Flexibility • Have world class Support

Editor's Notes

companies are working with other companies to implement services. That’s a fact. And companies are deploying more and more service management systems to track day to day requests. There is a clear need to bridge the gap between the different environments
To further the story about the broken crankshaft. Who would our company escalate the issue to the supplier
In the previous presentation you’ve seen that exalate is used to escalate an issue from the boat to the headquarters.But now you need to get the issue to the supplier, as they need to provide a replacement. The question is how ?
You could use email, but then you’re not sure if it has been received, or when someone is going to work on it or what the status is
You could call them, then you have feedback, but chances are high that the supplier will have their own system to track the request and ensure it is properly answered
It is currently assumed that customers are using the helpdesk system of their supplier (or the supplier looking at the helpdesk system of the customer - size matters) But this is awkward. We have all our own phone, and we use it to exchange messages. Can you imagine the benefit of working in your own environment with your own tools and workflows.
Extending service management beyond the company borders is a challenge as it becomes really complex Each party wants to work within your environment, processes and tool There are a string of constraints around security, connectivity, language It requires a good understanding of how you cooperate with your partners. Check on SIAM for a framework how systematic cooperation can work
When synchronizing with multiple issue trackers, you don’t want to get into a situation where you can’t upgrade your system because your partners need to do a reconfiguration It is very important to keep every system loosely coupled such that it easy to modify one end without affecting the other end.
One of the options is to use exalate – a tool for cross company issue tracking. How does it work
Assume that our headquarters are connected with MAN Power Engines using exalate
Immediate feedback is required to provide reliability
The supplier support engineer can ask – in his own environment – pertinent questions. No need to use another system
The customer will be able to answer within his own JIRA – tracking the issue on his side - involving the right people
All is centralized at the right location
Shit happens – Especially with synchronization In this case a hurricane is getting in the way. And all communication between ship and shore is interrupted. So no data can be exchanged anymore
It is therefore very important that the synchronisation is fault tolerant. Whenever something goes wrong,
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Synchronizing issue-trackers beyond company borders

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Synchronizing issue-trackers beyond company borders

Editor's Notes