Elegance Group have been pivotal in our adoption of JSM, and very supportive while working with us to provide options."
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Jira Service Management Adoption within Jarden Group
Positive Partnership with Elegance Group
Elegance Group (EG) has played a pivotal role in Jarden's successful adoption of Jira Service Management (JSM). Their unwavering support and collaborative approach have been instrumental in helping Jarden define and achieve its core objectives for the Monarch project.
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 evolves to align with their evolving needs.
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.
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.
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.
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 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 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.