Change management for IT is a big, complex thing. It's hard to configure a tool to fit your company policies and the whole experience of raising and approving changes is painful for everyone involved. We believe there's a better way. In this session, we will show you how JIRA Service Desk can help track and approve changes with simple configuration that's easy to set up and maintain. Learn how to adapt JIRA Service Desk to your change processes with practical examples of how to report on risk, generate change reviews, schedule changes with a calendar, and more. Products covered: JIRA Software, JIRA Service Desk, Confluence

1. LINBO LU
PRODUCT MANAGER
Lean change management
with JIRA Service Desk
VINCENT WONG
PRODUCT MANAGER

2. Pull your phone out

3. Example:
Screen brightness?
Turn bluetooth off?
Wallpaper?
Delete an app?
Do 23changes to
your phone

4. Example:
Screen brightness?
Turn bluetooth off?
Wallpaper?
Delete an app?
Do 1change to
your phone

5. Servers for billing
system

6. Billing system
Active directoryVPN server
Desktop support
Email services
Office network

7. high performers significantly improved
throughput, going from 200 deploys per year
to 1,460 deploys per year.
2016 STATE OF THE DEVOPS REPORT
PRESENTED BY PUPPET + DORA
“
”

8. By 2018, 80% of enterprise I&O
(Infrastructure&Operations) leaders will fail to develop
and implement change models that effectively manage
risk and support agile development.
GARTNER
HOW TO EVOLVE AN ESTABLISHED I&O CHANGE
MANAGEMENT PROCESS TO SUPPORT AGILE DEVELOPMENT
APRIL 2015
“
”

9. Risk mitigation Speed of delivery
Balance

10. Lean change management

11. Setup Improve

12. Setup Improve

14. Martin
(developer,
order & billing)
Change form

28. Change form Approvals Reminders
ImplementationScheduling

29. Change form Approvals Reminders
ImplementationScheduling

40. New plugin to the billing system for Halloween
In light of the Halloween campaign, we need to
develop and deploy a new plugin. All the details
on the design, development, implementation,
deployment and backout plan can be found
here:
https://llu-march14.atlassian.net/wiki/display/
ORDERBILL/2016+Halloween+campaign

42. Details

48. Change form Approvals
ImplementationScheduling
Reminders

49. Change form Approvals Reminders
ImplementationScheduling

50. 5 days

51. 2 days

53. New SLA

54. New metric
Ready for review Review finished
Waiting for ops
Declined
Cancelled
Awaiting change
review
Awaiting
implementation

60. Change form Approvals Reminders
ImplementationScheduling

64. Change form Approvals Reminders
ImplementationScheduling

65. Change form Approvals Reminders
ImplementationScheduling

78. Change form Approvals Reminders
ImplementationScheduling

79. Change form Approvals Reminders
ImplementationScheduling

80. Setup Improve

81. Lean is not just doing
the bare minimum

82. Remove bottlenecks Optimise for high volume Standard change

83. JIRA Service Desk reports

84. Create a new report

85. Create a new series

86. Series: Time to approve normal
change - Breached (SLA)
JQL: All normal change issues
with billing system component

89. Remove bottlenecks Optimise for high volume Standard change

91. Series: Created
JQL: All normal change issues
with billing system component

95. Create new request type for
billing system plugin upgrade

98. Only capture the information we need

100. Automate with Webhooks

104. Remove bottlenecks Optimise for high volume Standard change

105. Standard change

112. implement
measurelearn

114. Your journey
starts now