Better service with better processes
The biggest benefit to Lanware has been the level of satisfaction that their service desk teams have with Jira Service Management. Employees are more involved in learning and in improving processes. They’re actively looking for ways to improve the system and their way of doing things, and they now have the confidence that they’ll actually be able to adapt the system to their needs and use it to improve the processes.
Interactions between the team and management are overwhelmingly positive. Instead of employees not bothering to raise issues with management because they have no confidence in the tool, the team now has the confidence to approach team leads and express the desire for new processes. A conversation can be had around what needs to be done, how they will accomplish it in the system, and then it’s just as simple as implementing those changes.
Another of the key benefits has been the ability to automate the creation of tickets. Lanware has key maintenance windows that they must undertake for their clients, and internally, so they’ve created automated tasks to create a change as a certain number of incidents arise so they can address the issue and solve the problem. In this way, they’re able to pay better attention to the underlying infrastructure of their clients. If a change gets realized, the engineer just needs to look at what they’ve been assigned, and they are able to immediately understand the task and execute.
The implementation of Jira Service Management has had such a positive effect, that other tools and processes that they use internally are being looked at in a different light. Teams wonder why, if their lives can be made so much better by the implementation of this tool, can they not work towards finding solutions for other areas of their business that will lead to the same sort of positive change. And while that is a new challenge unto itself, it is a welcome one for the management team at Lanware.
Jira Service Management has become the foundation upon which the rest of the tech stack at Lanware is being built. Moving forward, a requirement for new technology will be that it must integrate with Atlassian tools and have the same sort of automation capabilities in order to best serve their teams and meet the needs of the customers.
Since going live with Jira, Lanware has seen over 7,500 issues created and amazingly 84% of those tickets were handled and resolved by the Service Desk. This is a 10% increase in issues handled by the team.
The ability to link issues together has given the team better visibility on repeat issues and more detailed view of common issues that require problem management investigation.