Atlassian Corporation PLC
Realizing Performance-Driven IT Team

Mike Cannon-Brookes, Co-Founder & Co-CEO

But why is that so? The answer to this question comes loud and clear in the form of traditional ITSM tools that are extremely rigid with little or zero flexibility to be customized and be adapted to the current requirements of the IT teams. There are also multiple tools for different IT processes, which act as barriers, obstructing visibility across teams—stifling collaboration and innovation. Another outlook that stands out is that Information Technology Infrastructure Library (ITIL) is the gold standard of processes for IT teams, which has historically yielded significant value. However, the lack of compatibility of ITIL and legacy tools have left IT teams with choices of either changing their support process or having an IT solution that adapts to their needs. In an environment where IT teams think of service desk tool for incidents and service requests management, and require separate tools for the problem and change management, Atlassian Corporation Plc’s approach to ITSM is based on the needs of the project to make it easy for IT teams to collaborate in real time.

With these solutions and their unique approach, Atlassian has made a cut above others in the industry and has helped IT teams of various organizations across industries to operate in a modern workplace where they can deliver better service, resolve issues faster, and drive business value. The instance of the engagement of Domino’s Pizza with Atlassian presents a strong case here. Domino’s, well-known for its quick service to satisfy hunger pangs for delicious pizzas, gives its customers the freedom to order pizza through phone apps, Facebook, Twitter, Alexa, and the Domino’s website. But, with these gateways to place an order for pizza, the demand seemed to only rise. To ensure a seamless customer experience irrespective of the platform, Domino’s’ IT team needed a way to streamline their DevOps process. Domino’s IT team relies on DevOps best practices to get pizza delivery innovations into the hands of consumers around the world. However, guaranteed technology security became a hurdle in the DevOps workflow, with developers tagging security input into projects too late in the process.

Domino’s’ security teams inspected the tools that DevOps team used to drive its workflow. It turned out that they relied on Atlassian’s Confluence to create and share specifications, and used Jira Software to track and manage tickets and tasks. The security team soon realized that even they could implement Atlassian’s tools to connect with developers and streamline the DevOps process. Without delay, Domino’s rushed to Forty8Fifty Labs, an authorized Atlassian partner, to build an app that used Confluence and Jira to link security to DevOps workflows. Forty8Fifty Labs worked in association with the Domino’s’ security team and created a 10-question Confluence form that generated Jira tickets based on the answers. Now the security team too joined the workflow that already worked well. What required more than 20 hours of meetings and review now took a few minutes to fill out the form, and about four minutes to get back the corresponding Jira security requirement tickets. With Atlassian’s app, Domino’s successfully automated a unique workflow and broke the barriers between security and development.

In an era where unlimited software-based services are available at fingertips, the IT arena must change to leap beyond just fixing incidents to enable the IT teams of a business to perform to their maximum potential. Atlassian aims to catalyze the necessary change in ITSM with its efforts and strategic approach.