Tooling Consolidation and Optimisation at Pepperstone

The Opportunity

Pepperstone was using various Atlassian tools across different departments but recognised they lacked optimisation. Key issues included siloed workflows, inefficient contract management and manual website change requests, which were both slow and error prone.

The Solution

Elegance Group led the project by restructuring and optimising Pepperstone’s use of Atlassian tools to streamline operations. The recommendation was to move all operations to Jira Service Management which would resolve the issues and deliver a fully optimised solution.

The project was broken down into department-specific improvements, addressing the following areas:

Contract Management

Pepperstone’s manual process for managing contracts from initiation to approval was automated. This included mapping the contract lifecycle and routing approvals through Atlassian tools, significantly speeding up the process.

Website Change Management

With multiple websites across different regions, managing content updates required a complex approval process. Elegance Group automated this process using Jira Service Management, integrating approvals based on region and department, thereby reducing delays and manual interventions.

Incident Management

Working with two systems - JSM and PagerDuty - but with only partial integration between them was problematic. Elegance Group improved the process by implementing Incident Form refinement, to capture the right information, including priority management (determining priority based on an urgency and impact matrix). Enhancing the integration between JSM and PagerDuty ensured better visibility and context sharing between teams. This resulted in more accurate prioritisation of incident requests and improved collaboration between Pepperstone’s incident handling teams.

System Migrations

Pepperstone was transitioning from Asana and Zendesk to Jira Service Management. This migration required overcoming technical differences between platforms, particularly in ticket creation and management, which Elegance Group resolved through custom configurations.

IT Asset Management

Elegance Group worked on a transformative initiative to enhance IT Asset Management (ITAM) capabilities by migrating from Snipe-IT to Jira Assets. This transition was a strategic move to consolidate asset tracking within the Atlassian ecosystem, providing a more unified and integrated approach to managing IT resources.

By designing and implementing a tailored Jira Assets schema, the EG team established a robust foundation for asset management. The schema captured essential asset attributes, lifecycle statuses, ownership details and location data – this created a single source of truth for Pepperstone’s hardware assets. The new structure not only simplified asset tracking but also ensured that asset data would remain up-to-date and would be easily accessible across teams.

This implementation paves the way for future process improvements. With asset data centralised in Jira, this opens up opportunities to seamlessly integrate ITAM with key IT Service Management (ITSM) practices, including incident management, problem management and change management. As Elegance Group continues to refine and optimise the asset schema, the goal is to empower Pepperstone with an agile, scalable asset management solution that evolves with their business needs.

This initiative not only modernised IT asset handling but also strengthened the foundation for a more connected and proactive IT service ecosystem, ultimately driving operational efficiency and improving service delivery across the organisation.

Marketing Team’s Task Management

Elegance Group delivered a solution that enhanced the way Go-To-Market (GTM) initiatives are managed and executed across regional marketing teams. By leveraging Jira’s capabilities, EG implemented a structured approach to break down GTM initiatives into actionable campaigns, ensuring clear task ownership and streamlined execution at the regional level.

About working with Elegance Group, Erin Burke, Global Head of Procurement and Support at Pepperstone, says “Elegance brought a level of knowledge about the potential of Atlassian within our current entitlements and the long term opportunities that allowed us to start doing strategic planning. The technical skills of the team we worked with helped uplift our maturity and transition internal teams into a new toolset with better functionality and increased standardisation.”

The Impact

Erin explains how the move to JSM has benefited its customers as well as the business and teams; “JSM has reduced the number of duplicate tools in the environment which brings cost savings and a more streamlined approach to support. In addition it has started creating a better understanding of the need for standardisation whilst enabling one of our strategic goals to foster more automation, AI and harness technology to drive business outcomes.”

In Summary

• Improved Workflows: By automating contract and website management, Pepperstone experienced faster approval cycles and better traceability across teams.
• Seamless Integration: Migrating from legacy project management and service desk solutions to Jira Service Management created a unified platform for operations, reducing manual work and breaking down department silos.
• Enhanced Reporting: Automated workflows improved data tracking and reporting, providing actionable insights for future optimisations.
• Incident Management: More accurate prioritisation of incident requests and improved team collaboration.

Talk to one of our team today about your tooling consolidation and optimisation goals. Contact us here.