Often, when agencies are discussing Jira Service Management (JSM), they tend to focus on the features and perks associated with simply using JSM within your business. While those features are certainly worth addressing, we’ve found that explaining our consulting process to customers helps them understand JSM and our business that much more.
Our goal today is to break down the JSM development life cycle of a project under Coyote Creek’s consulting direction. By the time we’re done here, you’ll walk away understanding how Coyote Creek runs and organizes Jira Service Management projects.
Before we dive into JSM, our team of experts is going to consult with you and your team to understand your business. The more we understand about your particular organization, the easier it becomes to make recommendations about how to apply the JSM product to meet your business needs.
That means learning about your current processes, your current ticket system, and processes that exist outside any software but need to be encapsulated into your final product. Once we’re aligned on objectives, developed a better sense of how your organization works, and performed all the necessary project readiness steps, only then can we officially kick-off and move into the Concept stage.
At this point in the process, we start meeting with your stakeholders and designing the minimum viable product (MVP) element of your project. We’ll begin defining your ticket types, defining your workflows, and defining your processes. This initial set of definitions provide the framework for the architecture of your JSM project.
We start this process by engaging in several stakeholder discussions and using design documents to apply JSM concepts to your business needs. Within stakeholder discussions, we gather requirements by asking questions and providing demos of the product. Requirements are documented and reviewed with the project sponsors to ensure everyone is in alignment to build the project to meet your specific needs. Once we have defined MVP, we will move on to the Create stage.
The Create stage begins the iterative portion of this process. Our first goal here is to create the overall architecture we discussed in the Concept stage. If we were building a house, this would be us laying the foundation together.
Along the way, we’ll show you both the process of developing that architecture and the progress we make moving forward. This allows us to make adjustments or changes as the project is developed. Doing this helps ensure that your needs are being met at every stage of development and implementation.
As we move into the Confirm stage, we will conduct our initial User Acceptance Testing (UAT) and we start iterating on your MVP to best suit your particular customer needs. Iterations performed here will add the bells and whistles that specialize the JSM product for your business.
Additional items that are included at this stage include Service Level Agreements (SLA), automations, reporting, notifications, and all the other features that make JSM shine.
The Complete stage features another round of UAT. At this point, we will begin to determine your cutover date and when you will start using the product. From there, we can begin preparing our rollout to end-users. We often offer both power user and admin training at this stage, so we can smoothly hand everything over to you once this process is complete.
Catalyst is a Managed Application Service that Coyote Creek is excited to offer you, given the increased utility it brings to JSM projects specifically. Once you’re officially up and running with JSM, you may find that you need additional tweaks over time to make sure your product is perfectly aligned with your needs.
Unfortunately, these needs often don’t make themselves known until you’ve already started using the product. That’s why Catalyst functions as a support agreement, providing your business with a certain number of hours per month to address concerns and issues as they arise. We strongly recommend Catalyst agreements, to avoid operating without a dedicated support team.
The JSM development life cycle that Coyote Creek uses is designed to support your customer needs today and ensure continued success tomorrow. By including Catalyst as part of that lifecycle, we are ensuring success for your business after the project has been completed. We’ve found that customer needs continue to grow and change, long after we’ve handed everything over and a project is in use. That’s why this proactive subscription is designed to keep your business ahead of any unforeseen issues.
To learn more about Coyote Creek, our expertise in Atlassian solutions, and how we help support businesses at every stage of JSM development, contact us today.