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The Key Role of Context in IT Service Management [Atlassian Summit 2019 Highlights]

Discover how Insight Asset Management empowers organizations to create databases in Jira for their hardware, software, services, facilities, customers, employees, and other assets, enabling lean service management practices for both ITSM teams and others.

Insight's impact on its loyal users was on full display during several sessions at Atlassian Summit 2019, where customers from different industries took the stage to share stories about their experiences establishing various ITSM best practices. In more than a few cases, Insight was touted as one of the pillars of their respective success.

The common through-line was simple: A solid CMDB and Asset Management solution for Jira is one of the foundations that empowers organizations to deploy ITIL-compliant, integrated and lean service management practices - and not just for their IT teams either.

When your assets, service catalogues, customers and facilities are neatly stored in Insight - together with their dependencies - organizations are able to deploy well-made ITIL processes like Incident Management, Change Management and Problem Management, all powered by the Atlassian suite of tools. 

In this article, you'll get a summary of the following sessions:


Mission Possible: How VMware’s Private Cloud Migrated to Jira Service Desk

By Dimitar Dimitrov, Manager Cloud & Productivity at VMWare


Abstract — VMWare has been in the software game for over 20 years but, in recent years, they've shifted their focus to becoming one of the largest private service providers in the industry. This encompasses software services like private cloud, computing, network and security, and more.

The overall mission driving this change was to empower VMWare's R&D teams to deliver and operate world-class cloud services. To accomplish this, the company tasked a team of five to migrate five years' worth of built functionalities in ServiceNow to Jira Service Desk with a full-blown ITILv3 scope - all in just 8 months.

The reasons for the migration boiled down to cost-effectiveness, recent changes in the ITSM marketplace and an ease of adoption with developers. The timeline was still the most worrisome factor; one that Dimitar Dimitrov, a Manager of Cloud & Productivity Engineering at VMWare, called "close to crazy." The journey started by building a solid foundation in the form of a CMDB with Insight.

Once it was in place, the CMDB facilitated the transition towards deploying their Incident Management and Service Portal as a first step, followed by their Request Fulfillment, Problem Management and Change Management initiatives. The recent returns on this long-term investment have been encouraging.

Dimitrov said that, since moving to Jira Service Desk, they have a much cleaner system in place that is easier to use, yields quicker results, boosts productivity and has ultimately increased their customer satisfaction rate. This was due in no small part to the huge scope of their new system, with thousands of tickets processed monthly.  



  One thing we knew for sure is that we needed to start with the CMDB. [If] we could have the CMDB in place, we could probably also do the rest. Luckily, we came upon Insight, which was a killer. It worked [and] within a month time, we already had a pilot in place with a CMDB, Service Portal and Incident Management. 

Dimitar Dimitrov, Manager Cloud & Productivity at VMWare


Standardizing Jira Service Desk in a Decentralized Environment

By Kevin Jesse, Chief IT Architect at University of Rochester


Abstract — How do you get 500+ professionals across 100+ support teams to deliver consistent services and support together as one cohesive unit?

A major research university embarked on this journey of transformation by using Jira and Confluence as a foundation. The starting point was daunting: Over a hundred decentralized support teams that operated through shared mailboxes and spreadsheets. As a result, requests were frequently routed to the wrong team.

Today, the university operates with a single, cost-effective system that integrates all their decentralized service desks seamlessly in an ITIL-compliant environment, reducing the misrouting of requests by 80%.

The success of this transformation was made possible at least in part by Insight, which enabled the organization to establish a complete service catalogue, asset database (CMDB), customer database and HR database in Jira. This allowed the university to get a clearer picture of their organization's IT infrastructure, something they hadn't been able to do before. Insight also played a key role in supporting capabilities that were paramount to their project, including:

  • Enabling a seamless hand-off of tickets between multiple service desks
  • Maintaining a harmonious user experience throughout a single ticket
  • Enabling the automatic routing of tickets to the right teams




 I call [Insight] the brains of our platform. We were misrouting tickets on a regular basis, which means we were delaying support. The concept of support team by service [with Insight] has reduced our misalignment by almost 80%. This was paramount to our deployment. 

Kevin Jesse, Chief IT Architect at University of Rochester


60 Million Customers in 14 Years: How Klarna Managed Extreme Growth with Atlassian

By Svante Gustafsson Björkegren, Team Lead Atlassian Tools, and Emil Andersson, Engineer at Klarna


Abstract — In 2005, Klarna Bank AB opened its doors with no consumers and no affiliated merchants. 14 years later, Klarna is now the largest FinTech company in Europe, providing payment solutions to upwards of 60 million consumers and 100,000 merchants.

This kind of rapid growth comes with unique challenges. Svante Gustafsson Björkegren and Emil Andersson shared how Insight was crucial in enabling Klarna to scale their Atlasssian tools and restructure the organization.

The message at the heart of this session is that context is essential to build a service management practice that scales, for IT and other organizational teams alike. Being able to provide the correct and relevant information in every situation - preferably automatically - is what an agent needs to resolve an issue efficiently. What team does the requester belong to? What equipment do they have? Where do they work? Who can approve their requests?

The most common way to introduce context to Jira requests is to deploy custom fields, components and even labels. Unfortunately, this solution doesn’t scale well. As Svante put it, “This might work well in smaller organizations where things don’t change that much and that fast [...] This doesn’t work at all when you start to scale your usage heavily. We need a much smoother approach for this.”

Three distinct elements are needed to allow context to scale: Information updates need to be automatic, done in real-time, and be made accessible from anywhere. Klarna accomplishes this with Insight, a plugin that gives you the functionality you need to store relational data inside the Jira infrastructure. For example, different custom fields make it possible to sync detailed information from Insight into your Jira tickets.

Klarna ended the session by walking everyone through how they scaled the user and agent experience. They provide services to nearly 2,900 customers, with support coming from 450 agents carrying out functions across 35 projects. Their example focuses on that area, which accounts for about 250,000 out of their 800,000 support tickets.




 We have a Jira Service Desk portal for each support function, where reviewing context is the central element of work. Insight is the plugin that provides relational data right inside the Jira infrastructure. [Having] access to additional information makes [the agent's work] very effective. This is valuable because the information is already refined and easy to digest for the receiving end.  

By Svante Gustafsson Björkegren, Team Lead Atlassian Tools, and Emil Andersson, Engineer at Klarna


Power Up Jira Service Desk with Apps

By Amaresh Ray, Senior Product Manager at Atlassian


Abstract — Jira Service Desk's customizability is no secret. But, with over 800 apps and integrations in the Atlassian Marketplace, which ones are the best options for ITSM and customer support?

Amaresh Ray, Senior Product Manager at Atlassian, walked us through the leading apps in the Atlassian Marketplace, beginning with Insight. The secret behind its popularity is simple: When requests are routed to IT teams, they often need more information to successfully resolve issues. This includes knowing which asset the request is about, as well as the details of that asset, along with noting a specific device, operating system and more.

Managing inventory with Insight in Jira Service Desk goes far beyond computers and IT teams. Using a CMDB, you can oversee all your organization's important assets, including hardware, software, contracts, people, facilities and much more. To illustrate this, Amaresh showcased a service desk at Johns Hopkins University's Peabody Institute that uses Insight to support the maintenance of millions of dollars' worth of pianos.

They're able to map out all their inventory locations, pianos and specifications like manufacturer or finish type. On top of that, they even map services like fine-tuning and string replacement. Thanks to Insight, the maintenance crew can visualize all of the dependencies between these elements and, in the case of a service request, which action to perform on what kind of piano in a given location.

By connecting Jira Service Desk to your inventory with Insight, you can dramatically reduce the time needed to reach a resolution.




 Insight provides a CMDB to manage all of the assets that are important to your organization, whether that’s hardware, software, contracts, people, facilities and much more. By connecting Jira Service Desk to your inventory, you can really dramatically decrease the time to resolution.

Amaresh Ray, Senior Product Manager at Atlassian


If you enjoyed the sessions from Atlassian Summit 2019, we got another event coming up on May 23-24 in Stockholm. Insight Innovation Days will welcome guest speakers from leading companies like VMWare, Eurobank, ESS and Mediagrif who will come share their experience.

There are several game-changing features that are coming to Insight later this month. All the information drops during our upcoming Insight Innovation Days event - find out how you can register by clicking below!

Find out more about Insight

Originally published May 7, 2019 9:00:00 AM

Topics: ITSM Atlassian