Improving the way we work with Jira Service Management
In 2013 our software development team in IST began using Jira to help coordinate their work. Since then, usage of the Jira portfolio and project management (PPM) and Confluence knowledgebase (KB) software has grown organically over time, expanding from a 10-user to 2000-user license, and transitioning from a tool that we use internally to a service we offer campus wide. Groups in all faculties, and most academic support units rely on these services to manage projects and coordinate tasks, publish KBs and share documentation. In 2020 during the height of the COVID-19 pandemic, we piloted Jira Service Desk, the Atlassian issue tracking system, with the dream of a full-fledged IT service management system with native integration into our KB and PPM tool, to enhance our own client service and improve efficiencies in UW’s central IT department but also to provide a standardized, integrated toolset to our colleagues across campus. We are now in the process of migrating to Jira from Request Tracker (RT), as well as helping 500+ campus partners. This presentation will outline how we got here, lessons learned, and what is planned over the next year.
Andrew is the Director of Client Services in Information Systems & Technology. He previously served as the Manager of Web Development in IST and Head of Digital Initiatives in the Library, and has held roles at the University of Toronto and York University. As Director of Client Services, Andrew provides leadership and direction for the services offered by IST’s Service Desks, Customer Relations & Support, and the Project Management Office. He holds a Bachelor of Arts Honors from Queen’s University and a Master of Information Studies from University of Toronto.
Matthew Harford is the Manager for the IST Service Desk team. He has been working on campus since 2009, initially as student staff. When he is not helping people at work, he likes to spend his time woodworking and enjoying the outdoors.
This seminar will be recorded. A link will be added to the PDAG website.