Enhancing Enterprise Agility
and Service Management with
Atlassian Solutions
Industry
Research & Development
Sector
Government / Advanced Technology
Project Duration
6 months
Location
UAE
Project Requirements
The client engaged Infosysta to design and implement a customized Jira Service Management environment tailored to various departments such as HR, Legal, Finance, Marketing, and Recruitment. Key requirements included:
- Creating Jira projects for team-specific needs like recruitment and flight testing
- Implementing ITSM best practices for incident handling and SDLC for library development
- Restricting contractor access through permission schemes
- Building SLAs, automation rules, and advanced reporting (eazyBI)
- Integrating third-party tools like travel agencies and Slack for notifications
- Designing secure dashboards with team-based visibility
- Guiding Jira adoption through training, documentation, and process optimization
About The Client
A globally recognized research organization and part of Abu Dhabi Government. They fosters cutting-edge scientific research and innovation across domains like cryptography and autonomous robotics. The client is committed to creating future-shaping technologies in an agile and collaborative environment.
Used Tools
Challenges
Challenges known in the scope of work
- Shared permission schemes risked exposing sensitive data to contractors
- Hybrid use of Team-Managed and Company-Managed projects limited configurations
- Complex automation needs across diverse teams
- Difficulties in designing shared dashboards while preserving team-specific data security
- Agile adaptation required for evolving client needs and quick configuration changes
Challenges that were faced during the implementation
- Client adoption of Jira request channels, some of Client request were raised directly on Teams via chat, not through a ticket, which made it hard to track sometimes
- Direct implementation of requests on production for Travel Request implementation
- Team availability for training
Solutions Provided
- Automated workflows for issue assignments, status transitions, notifications, and field calculations
- Custom Jira workflows for Travel, Legal, Recruitment, and Library SDLC
- Centralized service catalog setup for multiple departments
- Restricted contractor access using tailored permission schemes
- Integrated travel process with third-party agencies via Jira
- Simplified UI with dynamic field visibility and add-ons
- Secure dashboards using eazyBI with team-based data visibility
- Training sessions and full documentation on Confluence
- Agile, iterative rollout to support evolving needs with minimal disruption
Results
The project led to reduced manual effort, faster service delivery, and improved collaboration through automation and streamlined workflows. Data security was strengthened, Jira adoption increased, and teams aligned with Agile practices. Custom dashboards enabled better decision-making, and the iterative approach allowed for quick adaptation to evolving needs.
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