IT Change Management Using JIRA
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- JIRA was implemented at ERCOT to improve their IT change management process over the legacy tool. It featured conditional workflows, linked issues, required fields, and approval processes to route changes appropriately. - Results included the time to approval decreasing by 18.4 days (from 19.2 to 0.8 days) and time to completion decreasing by 8 days (from 14.1 to 5.8 days). 61% of changes were now completed within 3 days of submission. - Future enhancements included improving CMDB integration and replacing their Remedy incident management with JIRA Service Desk.
IT Change Management Using JIRA
- 1. IT Change Management Using JIRA MIKE WHITLOCK • LEAD APPLICATIONS DEVELOPER • ERCOT BART COLEMAN • APPLICATIONS DEVELOPER • ERCOT
- 2. The Electric Reliability Council of Texas ensures a reliable electric grid and efficient energy markets
- 3. Agenda BACKGROUND CONDITIONAL WORKFLOW LINKED ISSUES CONDITIONAL REQUIRED FIELDS APPROVAL PROCESS TRANSITIONS RESULTS OTHER
- 4. Why our old tools sucked… Legacy Tool Limitations User Frustration Cost
- 5. RFPs Standard ERCOT new app process… 13 months and no app selected JIRA? Proof of Concept Our team proposed JIRA to upper management and was challenged to create a POC 5 days of JIRA development work knocked their socks off So what next?
- 6. 1 Gap analysis results… minor limitation
- 7. High level view of the change process Software Changes Hardware Changes User Bureaucratic Work
- 8. Any ERCOT user has ability to request a change One stop change shop
- 9. All changes entered in one spot Dynamic workflow routes the change appropriately One stop change shop
- 10. Agenda BACKGROUND CONDITIONAL WORKFLOW LINKED ISSUES CONDITIONAL REQUIRED FIELDS APPROVAL PROCESS TRANSITIONS RESULTS OTHER
- 14. Agenda BACKGROUND CONDITIONAL WORKFLOW LINKED ISSUES CONDITIONAL REQUIRED FIELDS APPROVAL PROCESS TRANSITIONS RESULTS OTHER
- 21. Logic between linked issues
- 22. Logic between linked issues
- 23. Logic between linked issues
- 24. Agenda BACKGROUND CONDITIONAL WORKFLOW LINKED ISSUES CONDITIONAL REQUIRED FIELDS APPROVAL PROCESS TRANSITIONS RESULTS OTHER
- 25. 16 to 70required fields
- 28. Agenda BACKGROUND CONDITIONAL WORKFLOW LINKED ISSUES CONDITIONAL REQUIRED FIELDS APPROVAL PROCESS TRANSITIONS RESULTS OTHER
- 34. Agenda BACKGROUND CONDITIONAL WORKFLOW LINKED ISSUES CONDITIONAL REQUIRED FIELDS APPROVAL PROCESS TRANSITIONS RESULTS OTHER
- 37. Agenda BACKGROUND CONDITIONAL WORKFLOW LINKED ISSUES CONDITIONAL REQUIRED FIELDS APPROVAL PROCESS TRANSITIONS RESULTS OTHER
- 39. Actual workflows for change work
- 40. Actual workflows for change work
- 41. REST call to MS Orchestrator that queues a build job in Puppet using all the server information requested in the JIRA Issue Automated virtual server builds
- 42. REST call from MS Orchestrator that transitions JIRA issue to next status when build job completes (or fails) Automated virtual server builds
- 43. ERCOT developed plugin to send any data on the JIRA Issue to our Information Bus Automated CMBD population
- 44. ERCOT developed plugin to send any data on the JIRA Issue to our information bus Automated CMBD population
- 45. Agenda BACKGROUND CONDITIONAL WORKFLOW LINKED ISSUES CONDITIONAL REQUIRED FIELDS APPROVAL PROCESS TRANSITIONS RESULTS OTHER
- 46. 19.2 days! 0.8 days! Before JIRA After JIRA Time to approval decreased by 18.4 days
- 47. Before JIRA After JIRA Time to complete decreased by 8 days 14.1 days 5.8 days
- 48. 61%complete within 3 days
- 49. Users now
- 50. CMDB Integration v2 Enhancing our CMDB Integration to pull information and pre-populate JIRA Issues Service Desk Drink a Beer Replacing our Remedy Incident Management installation with JIRA Service Desk Celebrate me actually making it to this slide without passing out So now what's next?
- 51. MIKE WHITLOCK AND BART COLEMAN Thank you!
- 52. Questions?