Everyone knows JIRA is a great bug tracker, but not everyone realizes how multi-purpose JIRA really is. This session features three customers who use JIRA for key business operations, from project management to HR onboarding. Customer Speakers: Modha Khammammettu of California Casualty, Barney Bolt of Chordiant, Christina Noren of Splunk Key Takeaways: * Understanding JIRA's versatility beyond bug tracking * JIRA plugins and customizability * Deployment best practices

1. Three Uses of JIRA
beyond bug tracking

2. We code-named it SPROUT

3. We Created JIRA For folks like these

4. The Truth & Nothing but the Truth

5. A Mindset for Multiple Purposes

6. Chordiant Problem Resolution Tool :
Incorporating Jira
into a
Customer Support Application
Barney P Bolt III
Vice President Support, Sustaining
and Existing Application Development
© Copyright 2008, Chordiant Software, Inc. | Chordiant Confidential Information

7. Chordiant Software – A Background
• Optimizing the customer experience
 Improve business results
• Significantly strengthening customer relationships
 Multi-channel management
 Centralized Next-Best-Action ™
• Driven interactions
• target individual customer & needs
• Provide unprecedented management/control
• Sophisticated customer strategies
• Intelligent dialogue
• Enables strengthened connections with customers
• Can differentiate themselves from competition
• Maximize their business objectives
• Support and maintain all of the above
2

8. Chordiant Support & Sustaining
• Customers
 140+ Customers
 Financial Institutions, Telcos, Healthcare,
Media
 Many Fortune 500
 Enterprise, Business Critical Platform and
Applications
• Support Engagement
 Customer Support Tool
 Support Hotline
 Escalation Process
 24x7x365 across 5 Geographical Locations

9. Chordiant Support & Sustaining cont.
• Issue Profile
 OOTB Code
 Customized Code
 Implementation Model
 Business Requirement
 Environmental
 Regulatory
• Customer Interactions
 Hinges on our system of record

10. Jira as a Customer Support Tool
Business Requirements - Driving Factors
• Inexpensive
Easy price tag to sell to Executive team
• Historical Experience with new tools was
poor. We needed to be certain of success
in every dimension:
o Cost
o Partner
o Implementation
o Deployment
o Most Important -Customer Feedback
5

11. Jira as a Customer Support Tool
Business Requirements - Goals
• Smallest support and maintenance costs
• Use of current technical staff for updates
and changes without maintaining a special
skill set.
• Performance
The single most reported issue was the
slowness of all other systems – it came up in
every review
6

12. Jira as a Customer Support Tool
Business Requirements - Goals
• Value for money
• Customer Success
o We are an exceptional customer service
department
o Our performance is driven by a true passion for
customer success
This mentality drives high expectations!
7

13. Jira as a Customer Support Tool
• Functional Requirements
Some 120 Functional Requirements
Key factors:
Customer security
Fast and accurate searching
Intuitive, secure and simple Client UI
Bonus: Availability of 3rd party extensions (time tracking etc)
8

14. Jira as a Customer Support Tool
Bridging the Gaps
• Enlisted help of
• 3 Day Gap Analysis and Requirements Gathering
session with CustomWare to finalise design
• CustomWare had “off the shelf” solutions for
some of the requirements – for example
SalesForce.com integration enabling us to
check the S&M contract for a customer is up to
date.
9

15. GAP: Customer / Client Relationships
Harmony
Customers
Group
Concept of a ‘customer’
 Users (Clients) can be associated with one or more
Harmony Harmony Telco Ltd
customers
Bank Cards
Clients  Clients from a given customer can only view their
own customer’s issues and not issues for other
Bank1 customers 
Cards1  Customer hierarchy catered for (parent company

etc)
Harmony1  
Chord1    
Mrktng1 
10

16. GAP: Customer / Product Relationship
Harmony
Customers
Group
Harmony Harmony Telco Ltd
Chordiant Product
Bank Cards
Products  Ownership of product by
Foundation
customer
 
Disputes  Versions for each product with

release and end of life date
CDM 
CMD 
This is never
Teller  an ootb
config!
11

17. Jira as a Customer Support Tool
Bridging the Gaps cont.
• SLA’s and alerting
• Enhanced email handling
 Direct email straight to the team best placed to assist
 Add CC list to issue – populate cc list from inbound email
• Hook into existing engineering Jira
For bug tracking (including search capability)
• Data Migration from previous system was again with
the help of CustomWare.
12

18. CPRT Client Portal
Portal is
Additionally Once an issue is ‘personalised’ for
they can created the the customer
Feature provided
view all client can attach
Clients get
Throughout issue creation
to save client
issues for files and add is prompted to
at-a-glance
the client
Throughout Issue having to re-
their comments justthe information Details can be
view provide
of their
Creation client is guidedenter the same
associated as ifcurrent
they were to best enable us saved against
required to
to provide details details many
customer(s) issues them. Step 1 is to
using the
help
required to enable us to client account
times
standard Jira
select from the list of for re-use.
best serve them
UI.
Products associate with their
customer.
13

19. CPRT – Jira Support Team Interface
And Customer
New Products
to admin
function allows
clients to be
Incoming issues are associated with
And to
customers
queued by product
Service Level
until they are
Agreements
assigned.
14

20. CPRT – Security
Custom security
type prevents
users from
seeing issues
for customers
they are not
associated with.
15

21. Successes and ‘Opportunities’
• Picking the underlying technology
 We re-used the engineering research on JIRA
 Integration was easy
• SI choice
 Straight forward communication
 No fuss contract
• Ability was evident
 Always ahead of schedule
• Saved resources
• Not scoping completely
 More customization
16

22. haveasec.com/summit
SURVEY!!
© Copyright 2008, Chordiant Software, Inc. | Chordiant Confidential Information

23. @ Atlassian Summit 2009
Using Jira for Product Management
Chris=na Noren, VP Product Management
1

24. Who’s Splunk?
• Invented IT Search
• > 350,000 downloads, 1,000 licensed customers in 3 years
• Used for troubleshoo=ng, inves=ga=on, monitoring and repor=ng
• ...in applica=on management, IT opera=ons, security & compliance.
Enterprise Security Suite 2
2 © Splunk Inc. 2009

25. A Different Approach to IT SoVware
• Built by IT pros for IT pros. Its all about the user.
• One code base. One package. Laptop to datacenter. Unix to Windows. Agent and server.
• Be Open. Files not a database. Scriptable. APIs. SDKs. Standard tools.
• Be Flexible. Any data. Any format. Build to be extended. Different views.
• Don’t keep secrets. Real engineers on IRC. Public docs. Public roadmap.
• Let people work with big data. Don’t filter it. Don’t dumb it down.
• Don’t be too smart. There’s no way to automate the hard problems. You can’t understand
organize every byte of IT data up front.
Enterprise Security Suite 3 © Splunk Inc. 2009

26. Jira for Product Management ‐ Beginnings
• project started in September 2007
• accompanied engineering move to agile development
• engineering planned to extend use of Jira from bugs to
requirements
• PM needed a way to automate requirements development
• PM‐centric tools were too closed
4 Enterprise Security Suite 4 © Splunk Inc. 2009

27. Goals
• Adapt pragma=c marke=ng’s “requirements that work” model
• Allow visibility from engineering requirements back through to
specific accounts/ requests AND vice versa
• Enable automated communica=on of status of feature
development to field and customers
• Reconcile engineering and marke=ng impedence mismatch
Enterprise Security Suite 5 © Splunk Inc. 2009

28. Data Model
Salesforce CRM Jira
Engineering backlog
Accounts,
Cases (P1-P3) Bugs
opportunities,
deployments, ...
Product inputs
Cases (P4) Enhancement Requirements
Requests
Market problems
MRD Market Problem
Datapoints Statements
Call Reports Features
Customer councils &
visits Marke=ng roadmap
Enterprise Security Suite 6 © Splunk Inc. 2009

29. Custom Reports
PRD Roadmap
what needs to be solved, why, and how? what’s coming, how far along is it, and
why should customers care?
• Theme problem statement
• Sub-theme problem statement • Timeframe / Release
• Problem statement • Feature
Description (incl use cases) • Sub-feature
Business case Description
• Features Bene ts
• Inputs • Requirements
status
• ERs assigned to
• CDs • Problem Statements
• MDs
• Requirements
Enterprise Security Suite 7 © Splunk Inc. 2009

30. Custom Workflows & Accelerators
• ERs: scope, scope with new PS
• PS: start scoping, complete scoping, start scoping with new
requirement, finish scoping, define features
• Features: define
Enterprise Security Suite 8 © Splunk Inc. 2009

31. Cascaded Close & No=fica=ons
• Requirement closure triggers problem statement & feature closure
- sensi=ve to priority and status
• Problem statement closure triggers ER closure
- sensi=ve status
• No=fica=on to support inbox on ER ac=ons
- scoping to a PS
- feature defni=on
- closure
Enterprise Security Suite 9
9 © Splunk Inc. 2009

32. Our Mistakes
• Didn’t ini=ally allow for feature hierarchies
• Started PS ‐> requirement ‐> feature
- should have been PS ‐> feature ‐> requirement
• Didn’t explicitly allow for personas or use cases
- graVed onto the problem statement
• Socializa=on
Enterprise Security Suite 10
10 © Splunk Inc. 2009

33. Wishlist
• Ability to define custom layouts for issue types
- that include specific fields on linked issues of specific other issue types
‣ so we can see the name of an account for an ER related to a given problem
- that group linked issues by issue type
‣ so we don’t have to use custom link types
• Report wizards
- I hate needing to bug a java guy whenever I need a new field or layout
- Most common Jira complaint is that the data is in there but too hard to get out
Enterprise Security Suite 11 © Splunk Inc. 2009

34. Splunk for Jira
Enterprise Security Suite 12
12 © Splunk Inc. 2009

35. The IT Search Company

36. haveasec.com/summit
ummit
SURVEY!!

38.  JIRA: Consolidation of Disparate Reporting
 JIRA: Process Improvements
 JIRA: Business Answers

39. Consolidation of Disparate IT Systems
2008 2009
DCS Clientele
TRAX Spread-
sheets
Service
Who Knows
Requests APT
What Else?

40. Service Requisition Process

43. Time Reporting

45. Service Desk

48. Project Management

50. Business Answers

51. IT Hours by Category
February, 2009
Development Administration Production Service
MaintenanceMaintenance Infrastructure Coded
Development Administration Service Infrastructure Coded
Support Production Desk Wrong
Support Desk Wrong

52. February, 2009
Single CTA Series 2
ATLAS E-Sol 2.0 i Foundry MIS / FWS
ATLAS E-Sol 2.0 i Foundry Source Single CTA Elimination
Series 2
MIS / FWS
Source Elimination

53. Service Desk Time Allocation by Type
of Call (Top 10)
February, 2009
Service
Production
Desk Hardware SMART
Hardware
Software Mainframe Outlook Security Web Sites Reports
Service Jobs
Staff Production
Desk SMART Software Mainframe Outlook Security Web Sites Reports
Staff Jobs

54. Telecommunications Time Allocation
February, 2009
Production Infrastructure
Administration Infrastructure Maintenance Service Desk
SupportProduction Administration Maintenance Service Desk
Support

55. Conclusion
 JIRA helped us streamline our processes
and eliminate most of the sub-systems and
applications used for tracking and
management
 JIRA allows better transparency for IT
results by providing improved information and
communication
 JIRA had reduced software and
maintenance expenses for Cal Cas

56. Questions and Answers
Modha Khammammettu
mkhammammettu@calcas.com
602-866-4751

57. haveasec.com/summit
SURVEY!!