We don't often talk about the work we do for clients because of confidentiality agreements and government agency approval processes. So it's great to be able talk about our work for SURROUND -- the first in a series of blog posts highlighting exciting customer stories we have had a hand in shaping.
Who are Surround Australia
SURROUND has a mission to "ethically solve some of the world's most complex problems and achieve real-world outcomes" by improving understanding and decision-making through linking knowledge across operations, policy, planning and information repositories.
The Challenge
SURROUND wanted to provide an online service desk function as part of the Biodiversity Data Repository (BDR), a solution provided to an Australian Government client.
The service desk needed to accept emailed requests, structured requests using forms and online help via knowledge base. Some requests would involve adding or changing user access to the supported solution, while others might include enhancements or defects. The ability to link enhancements and defects to BDR versions was also very important.
SURROUND sought a solution they could quickly implement and improve over time with future enhancements including:
- The types of requests may change
- Automation to create BDR users (after appropriate approvals)
- Additional integration with service desks of other organisations involved in the BDR
The Togetha Solution
SURROUND was already using Atlassian's Jira and Confluence Cloud, so Atlassian's Jira Service Management (JSM) was identified as a strategic fit providing an integrated solution and familiar interface.
Atlassian recently implemented new forms capability making it easy to capture relevant data, and the Confluence Knowledge Base enabled self-service for BDR users. Customers can raise requests via email, access self-help documents online and submit structured requests using forms. Phone support was not required initially though the capability is available via Opsgenie if needed in the future. A workflow with BDR owner approval statuses ensures traceability and recording of owner approvals. Requests may be implemented straight away or scheduled as part of the BDR solution process.
The SURROUND and Togetha teams worked closely, rapidly implementing the first release of the SURROUND service desk to support the BDR. The BDR makes data on living things easier to find, access, share and use.
Atlassian Products used
Our solution was created using:
- Jira Service Management Cloud
- Confluence Cloud
- Jira Cloud
Apps used
None
Thank you!
Find out how we can help you work better Togetha - contact us today.
