Elegance Group have been pivotal in our adoption of JSM, and very supportive while working with us to provide options."
Jarden is a global investment banking firm providing a wide range of financial services, including asset management, investment banking, equity research and trading services.
20+
Countries
200+
Acquisitions
60+
Years Trading
INDUSTRY
Financial Services
LOCATION
HQ New York City
COMPANY SIZE
600+
ATLASSIAN USERS
300+
EG PRODUCTS
Capability & Tooling Roadmap
Solution Design
Product Assessment & Deployment
User Management & Access
Licensing Management
Managed Services & Support
APPS
Jira Service Management
Jira Work Management
Confluence
Opsgenie
Statuspage
Jira Service Management Adoption within Jarden Group
"Elegance Group have been pivotal in our adoption of JSM, and very supportive while working with us to provide options and help us define what is needed to deliver to our core objectives for Monarch. The JSM project is continuing to deliver to our requirements, although continually evolving as we learn the new tool and its features.
Our maturity in using JSM and the supporting processes has grown. All of our 16 resolver teams are now fully onboarded and managing their service requests and incidents in the centralised Service Hub. We have optimised visibility and reporting on the volume and statuses of requests and incidents, as well as team and team member workloads. We are in the process of vastly improving the information we receive through using dynamic forms, which will further enable our resolution processes down the track.
EG have been supportive, quick to adapt to our changes, very structured in their management of our/their backlogs, and there has been continuous & timeous communication. Working with EG has been a very positive experience."
Michelle Nefdt | Delivery Manager, Cloud & Infrastructure, Jarden
The JSM project is continuing to deliver to our requirements, although continually evolving as we learn the new tool and its features.
Jarden is a leading financial advisory group located in both New Zealand and Australia. Elegance Group was engaged to assist with refreshing and uplifting their service management capabilities. The business had very detailed requirements scoped out across all areas of ITSM so the initial engagement consisted of working closely and collaboratively to refine the scope for an MVP launch. The MVP included core functionality with some specific enhancements for ticket management which included incidents and service requests, via email only.
Our maturity in using JSM and the supporting processes has grown. All of our 16 resolver teams are now fully onboarded and managing their service requests and incidents in the centralised Service Hub. We have optimised visibility and reporting on the volume and statuses of requests and incidents, as well as team and team member workloads. We are in the process of vastly improving the information we receive through using dynamic forms, which will further enable our resolution processes down the track.
EG have been supportive, quick to adapt to our changes, very structured in their management of our/their backlogs, and there has been continuous & timeous communication. Working with EG has been a very positive experience."
Michelle Nefdt | Delivery Manager, Cloud & Infrastructure, Jarden
The JSM project is continuing to deliver to our requirements, although continually evolving as we learn the new tool and its features.
Jarden is a leading financial advisory group located in both New Zealand and Australia. Elegance Group was engaged to assist with refreshing and uplifting their service management capabilities. The business had very detailed requirements scoped out across all areas of ITSM so the initial engagement consisted of working closely and collaboratively to refine the scope for an MVP launch. The MVP included core functionality with some specific enhancements for ticket management which included incidents and service requests, via email only.
EG then built a new JSM project and configured a single workflow that encompassed a transition, providing agents with a second button beside the workflow status button; this button allows agents to reassign the issues to an alternative issue type (service, service request with approvals or incident), enabling an approval flow where required. Queues were configured to capture issues by resolver team, with an automation rule assigning issues to resolver teams based on the affected service.
A single asset schema was configured to capture services and their criticality, technical owners and resolver groups. This is being used as an interim solution to the production roll out planned in 2023 that includes an Ardoq integration for services and applications.
Individual and Service Management Team dashboards were configured to provide a view of progress and productivity metrics. In parallel, there was constant refining of the Service Catalogue which will be used to inform the configuration and build of request types, forms, asset schemas and asset objects.
As part of the launch, we delivered a series of training workshops to each resolver group. The training targeted an end-to-end run through of the issue life cycle, focusing on what and how the agents needed to work effectively in Jira. The training also included an introduction to JSM Cloud. Training documentation was provided including; how to raise a request (for requestors), and how to triage and resolve a request (for agents).
A single asset schema was configured to capture services and their criticality, technical owners and resolver groups. This is being used as an interim solution to the production roll out planned in 2023 that includes an Ardoq integration for services and applications.
Individual and Service Management Team dashboards were configured to provide a view of progress and productivity metrics. In parallel, there was constant refining of the Service Catalogue which will be used to inform the configuration and build of request types, forms, asset schemas and asset objects.
As part of the launch, we delivered a series of training workshops to each resolver group. The training targeted an end-to-end run through of the issue life cycle, focusing on what and how the agents needed to work effectively in Jira. The training also included an introduction to JSM Cloud. Training documentation was provided including; how to raise a request (for requestors), and how to triage and resolve a request (for agents).