Jira Service Management Adoption Within Jarden Group

The Opportunity

Jarden’s Engagement with Elegance Group

Jarden, a prominent financial advisory group operating in New Zealand and Australia, sought Elegance Group’s expertise to revitalize its service management capabilities.

With detailed requirements spanning all aspects of IT Service Management (ITSM), the initial engagement involved collaborative efforts to refine the scope for a Minimum Viable Product (MVP) launch.

The Solution

MVP Launch and Core Functionality

The MVP launch included essential functionality with specific enhancements for ticket management, focusing on incidents and service requests through email communication. EG constructed a new JSM (Jira Service Management) project, configuring a single workflow that facilitated issue reassignment to different types (service, service request with approvals, or incident) with an additional button for agents.

Configuration of Queues and Automation Rules

Queues were configured to capture issues by a resolver team, and automation rules were implemented to assign issues to resolver teams based on the affected service. A single asset schema was set up to capture services, their criticality, technical owners, and resolver groups—an interim solution leading up to the planned 2023 production rollout, integrating Ardoq for services and applications.

Dashboards for Progress and Productivity

Individual and Service Management Team dashboards were configured to provide a comprehensive view of progress and productivity metrics. Simultaneously, ongoing refinement of the Service Catalogue informed the configuration and build of request types, forms, asset schemas, and asset objects.

Comprehensive Training Workshops

As part of the launch, EG conducted a series of training workshops for each resolver group. The training covered end-to-end processes of the issue life cycle, emphasizing effective use of Jira. Participants were introduced to JSM Cloud, and comprehensive training documentation was provided for requestors and agents alike.

The Impact

Growing Maturity in JSM Usage

Jarden’s maturity in using JSM and its supporting processes has experienced significant growth. All 16 resolver teams are now fully onboarded, effectively managing service requests and incidents through the centralized Service Hub. The optimization of visibility and reporting on request and incident volumes, as well as team and team member workloads, has been successfully achieved.

Project Evolution and Continued Delivery

The JSM project is an ongoing success story, consistently meeting Jarden’s requirements. As the team at Jarden continues to explore the capabilities of the new tool and its features, the project still aligns with their evolving needs.

Dynamic Forms for Improved Information

The organization is in the process of enhancing information retrieval by implementing Dynamic Forms. This strategic move is expected to further empower Jarden’s resolution processes in the future.

Endorsement from Michelle Nefdt

Michelle Nefdt, Delivery Manager of Cloud & Infrastructure at Jarden, attests to the positive experience of working with EG. “Their support, adaptability to changes, structured backlog management, and timely communication have contributed to a highly favorable collaboration.”

Positive Partnership with Elegance Group

Elegance Group (EG) played a pivotal role in Jarden’s successful adoption of Jira Service Management (JSM). A truly collaborative approach has been instrumental in helping Jarden define and achieve its core objectives for the project. Michelle adds, “Working with EG has been a very positive experience.”