JIRA as a business enabler … how we use it to hack our business GRANT FINNEMORE • CEO • GURUHUT JIRA is well known in the software development space as a project management tool. Recently it has branched in to the customer service and programme management arenas. However, it is a mature and flexible tool which is capable of much more. A common problem • Have requirement • Get all stakeholder input • Look for 100% solution • More input, more analysis paralysis • No system / expensive system / still needs change • Unhappy users Good enough solutions • Uncertain requirements • Immediate need • Don’t look for perfection How can JIRA assist? • Twist your perspective • Can you view your central problem as an issue? • Storing lots of custom data • Built in communication & collaboration • Nice GUI out of the box Levers • Plugins • Marketplace • Your own • Workflows • Custom fields Marketplace plugins By Price By Application Confluence 34% Paid v/ Atlassian 32% Others 18% Free JIRA 60% 48% Paid v/ vendor 8% Your own plugins • Java based • Rich API • Restful & SOAP integrations • Maven based tooling • Mostly well documented Workflows • More than just assignment • States & transitions • Validations, Conditions & Post-functions • Graphical editor • The basis of operations enablement Approach • Quick spec • Build • Deliver • Use • Improve Example - Recruitment • Workflow v1 • Some of the custom fields… • Salary band • Availability • Education • Source • Interview times Example - Recruitment… • Using … • Attachments for CV, other docs • Email in for agents • Searching for repeats • Workflow v2 Example - outcomes… • 320+ candidates in 12 months • Avg. time to first response down to 4 hours • Lower overall turnaround time • More candidates reviewed • Better communication within team Other possibilities • Asset management • LoB system workflow augmentation • Leave management • Many others when combined with Service Desk Dangers • Go way beyond a 20% solution • Too much custom build • Becomes difficult to upgrade • Bloated configs Thank you! GRANT FINNEMORE • CEO • GURUHUT