Partner Success Story | Insight Success Story | 4 MIN READ

How MX1 Uses Jira Service Desk and Insight for Ticketing and Signal Monitoring

anarcon deployed Insight for MX1 - a global media provider - where their Service Catalog and Technical Documentation is fully integrated with Jira Service Desk. As a result, MX1 is now able to monitor the SLAs and impact on any service in their catalogue, at a glance and instantly. Their next goal is to expand to 100,000 assets and remove other legacy systems.

Customer Engagement Highlight

MX1 is a global media service provider that has satellites in place to manage distribution of media to TV channels.

The internationally successful company distributes more than 3,000 TV channels, oversees the delivery of over 500 channels and provides content on video-on-demand platforms and streaming services for more than 8,400 hours. The services are offered from Munich, New York, Tel Aviv and Bucharest to provide optimal connections to the various satellites.

MX1 was looking for a service desk solution for signal monitoring, where they could also manage their entire service documentation.

With Jira Service Desk and Insight for asset management, we built a solution where they can track all tickets in Jira Service Desk, and link them to the technical service documentation (or their service catalog) that is managed in Insight asset management for Jira. The solution is running on Data Center with 250 agents on their own cloud infrastructure.

Insight as a Service Catalog

All services that MX1 services, including technical documentation such as satellite frequencies or the network of video signals - are mapped using Insight, which is integrated directly into the Jira Service Desk.

One of the information that are stored in Insight are the SLA levels. Because of strict SLA conditions in MX1’s service contracts, it is very important for the operations team to have the technical documentation in the ticketing system for the agents to have a direct and quick access to the information needed to shorten the resolution time for all incoming incidents.

With the new solution of Jira Service Desk and Insight, the team can now see immediately the effects each incident is having on the services they provide. For example, if a fiber channel breaks, it might affect 50 services. Because of how the data is modelled in Insight, the operations team will see this relationship, so they can immediately assess the urgency and scope of the incident.

Creating a central and simplified solution

There are currently several other systems integrated with Jira Service Desk and Insight, but with time we intend to simplify the solution and gradually move more data into Insight so we can eliminate some of the legacy systems.

The reasons for the different systems are historical, as each location used to work more independently using their own systems to store documentation. Moving away from the legacy systems will take some time, but the goal is to go fully live with the project by the end of this year and by that time we expect Insight to store over 100,000 objects.

One of the more challenging part of the project was to align the different processes, get all teams to agree on one system and decide how to structure the data in Insight so that it supports their way of working. In the end, that is always the customer’s decision, so we did our best in supporting them by consulting and answering all technical questions they had about Insight. How the data could be modelled and what would make the most sense to fulfil their requirements.

Customization: SLA reports and displaying graphs in Confluence

SLAs are important to MX1 and all service contracts are conditioned by SLA. In Jira, the SLA calculations are based on issues, but we needed to measure it based on services which are stored in Insight. For each service, we calculate how much downtime there is for each service for a given time. To actively monitor SLAs in real-time, we customized a reporting module using data from Insight. The reports can be complicated, as the services have different calendars and the channels have different broadcasting times. For example , the Disney Channel is not broadcasting during the night, so that needs to be considered in the calculations.

The key to a successful implementation

When working with a customer on a solution, we recommend to setup a sandbox instance early in the process to try out different approaches. Don’t spend too much time on discussions and drawing possible solutions on whiteboards. It’s easier to get people involved by setting up a sandbox and allow them to play around and relate to the system. By doing that, people will see and feel what is possible and what is not. And this is were Jira and Insight are strong candidates, due to the fact how relatively easy it is to set up.

Conclusion

We are towards the end of the project, and expect to go live at the end of the year. All in all we estimate that the project will take around 200-250 man days.

Once we go live, we want to give the system a couple of months before making adjustments, but we will use that time to collect feedback from the users and then discuss all suggested changes.

Even though this project was well defined, we have seen smaller side projects spin out of it, as people see the opportunity to use both Jira and Insight for other purposes.

How has Riada impacted anarcon’s business

As this was a complex project, we needed a lot of support from Riada. Fredrik was our point of contact and he was very professional and helpful in every way.

We had some challenges with Insight that we had to discuss with Riada, and the support was very responsive and they resolved our issues quickly. The quality of the answers and support in general was excellent and a vital component for our project’s success.

We would not have got the MX1 project, if it weren’t for Insight. They were viewing other competitive products, and having Insight as a part of the solution was a deal breaker. Without Insight, the customer would not be a Jira customer today.

Learn more about anarcon

anarcon is a member of the IS4IT Group with offices in Munich, Germany. It’s a fast growing company with over 30 employees. anarcon provides consulting in the agile software environment, focusing on services for innovative Atlassian solutions for IT and non-IT companies. Their services span from implementation to process design, shaping the digital future and transformation for the most demanding customers. In addition, anarcon creates solutions in complex financial structure topics.

anarcon is an Atlassian Platinum Solution partner, and became a Riada partner in early 2017.

 

Originally published Oct 2, 2018 10:04:55 AM