Jira Service Management Consolidation - from EIGHT to ONE

The Opportunity

Zip’s incumbent IT purchase order solution entailed the use of eight Jira Service Management (JSM) projects combined with the Checkout - Procurement and Asset Manager Atlassian Marketplace add-on. Multiple projects were required to handle purchase order requests for different currencies because the app was only able to handle one currency per project.

After a successful licensing audit and consolidation project, Zip engaged Elegance Group (EG) to identify a more suitable solution for their IT purchase order process. EG consolidated all eight projects into a single JSM project and removed the use and cost of the Checkout add-on by leveraging native features of JSM.

The Solution

“Elegance Group did an amazing job of taking our requirements and implementing them in JSM. We were able to clearly define our requirements and discuss back and forth on what we needed, and Elegance Group was able to translate that into a functional project. We were then able to go through extensive testing of the project to make sure it did what it needed, as well as identify any issues or bugs that arose and removed them promptly.” Jacob Turjman, Business IT Manager, ZipMoney

Elegance Group’s solution involved creating:

• A single workflow
• Two issue types; Purchase Order and Emailed Request
• A single request type
• A single form, guiding requesters to provide the relevant information on a single pane of glass

Jira Automation and Zapier were leveraged to send both an email with specific details from the issue to the vendor email (collected on the request form) and a PO document created in Google Docs (via Zapier). Standard automations were also introduced to streamline approval steps and provide proactive commentary to the requestor.

The Impact

The JSM project was the first of our implementation projects for Zip which has led into many other transformative ways-of-working for its business with subsequent projects including an OpsGenie Migration, support services, and ongoing licensing support.

Working with Richard, Jacob, and their wider Zip team has evolved into a long term relationship which is greatly valued.

Testimonial

Jacob talked to us about the project:

“Since the implementation, my team has been able to implement a lot more automation into our everyday ticketing system, as well as our procurement system, to make sure all requests have been approved by the correct employee.

For our PO system implementation, the audit level of our costs and the information that we are able to see far outweighs the reporting and auditing we had before. The service desk team can see orders from the start of the process to the end, which provides a lot more visibility around what we are purchasing and where we are purchasing it from.

For our service desk project, the implementation allows my team to include new automations we did not have previously and it has significantly (positively) impacted our overall ticket fulfilment process. We have much more reporting than we did previously, which allows myself and my counterparts to identify trends in our tickets and provides reporting we can deliver to senior management. The implementation also saved us a lot of money in add-ons and licence costs.

We still use both projects that were created and are building on top of them as our needs expand. We have also engaged Elegance Group to build another two JSM projects for us.

Elegance Group was very professional throughout the process and translated our requirements carefully and thoughtfully. Meetings were organised on time and all questions were asked through email and slack. If any questions needed to be answered, they made sure we were able to jump on an ad hoc call. A very good experience from my side!”