it change management using jira

IT Change Management Using JIRA

MIKE WHITLOCK • LEAD APPLICATIONS DEVELOPER • ERCOTBART COLEMAN • APPLICATIONS DEVELOPER • ERCOT

The Electric Reliability Council of Texas ensures a reliable electric grid and efficient energy markets

Agenda B A C K G R O U N D

C O N D I T I O N A L W O R K F L O W

L I N K E D I S S U E S

C O N D I T I O N A L R E Q U I R E D F I E L D S

A P P R O V A L P R O C E S S

T R A N S I T I O N S

R E S U L T S

O T H E R

Why our old tools sucked…

Legacy Tool Limitations

User Frustration Cost

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?

1 Gap analysis results…

minor limitation

High level view of the change process

Software Changes Hardware Changes User

Bureaucratic

Work

Any ERCOT user has ability to request a change

One stop change shop

All changes entered in one spot

Dynamic workflow routes the change appropriately

One stop change shop

Agenda B A C K G R O U N D

C O N D I T I O N A L W O R K F L O W

L I N K E D I S S U E S

C O N D I T I O N A L R E Q U I R E D F I E L D S

A P P R O V A L P R O C E S S

T R A N S I T I O N S

R E S U L T S

O T H E R

Conditional workflow

Conditional workflow

Agenda B A C K G R O U N D

C O N D I T I O N A L W O R K F L O W

L I N K E D I S S U E S

C O N D I T I O N A L R E Q U I R E D F I E L D S

A P P R O V A L P R O C E S S

T R A N S I T I O N S

R E S U L T S

O T H E R

Auto-creating linked issues

Auto-creating linked issues

Auto-creating linked issues

Auto-creating linked issues

Logic between linked issues

Logic between linked issues

Logic between linked issues

Agenda B A C K G R O U N D

C O N D I T I O N A L W O R K F L O W

L I N K E D I S S U E S

C O N D I T I O N A L R E Q U I R E D F I E L D S

A P P R O V A L P R O C E S S

T R A N S I T I O N S

R E S U L T S

O T H E R

16 to 70 required fields

Conditional required fields

Conditional required fields

Agenda B A C K G R O U N D

C O N D I T I O N A L W O R K F L O W

L I N K E D I S S U E S

C O N D I T I O N A L R E Q U I R E D F I E L D S

A P P R O V A L P R O C E S S

T R A N S I T I O N S

R E S U L T S

O T H E R

Easy approval process

Easy approval process

Easy approval process

Easy approval process

Agenda B A C K G R O U N D

C O N D I T I O N A L W O R K F L O W

L I N K E D I S S U E S

C O N D I T I O N A L R E Q U I R E D F I E L D S

A P P R O V A L P R O C E S S

T R A N S I T I O N S

R E S U L T S

O T H E R

Time conditional transitions

Time conditional transitions

Agenda B A C K G R O U N D

C O N D I T I O N A L W O R K F L O W

L I N K E D I S S U E S

C O N D I T I O N A L R E Q U I R E D F I E L D S

A P P R O V A L P R O C E S S

T R A N S I T I O N S

R E S U L T S

O T H E R

Actual workflows for change work

Actual workflows for change work

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

REST call from MS Orchestrator that transitions JIRA issue to next status when build job completes (or fails)

Automated virtual server builds

ERCOT developed plugin to send any data on the JIRA

Issue to our Information Bus

Automated CMBD population

ERCOT developed plugin to send any data on the JIRA Issue to our information bus

Automated CMBD population

Agenda B A C K G R O U N D

C O N D I T I O N A L W O R K F L O W

L I N K E D I S S U E S

C O N D I T I O N A L R E Q U I R E D F I E L D S

A P P R O V A L P R O C E S S

T R A N S I T I O N S

R E S U L T S

O T H E R

19.2 days!

0.8 days!

Before JIRA After JIRA

Time to approval decreased by 18.4 days

Before JIRA After JIRA

Time to complete decreased by 8 days 14.1 days

5.8 days

61% complete within 3 days

Users now

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?

MIKE WHITLOCK AND BART COLEMAN

Thank you!

Questions?