Achieve ITSM Excellence with Alluvium & Atlassian

The challenge

As the Yale School of Management (SOM) set its sights on becoming a global powerhouse, the IT team needed a more robust solution to better support the school’s goals. What’s more, they needed to keep up with the high service expectations of their customers – digital native students accustomed to the modern world of on demand anything

Before implementing the Atlassian solution, Yale SOM was working with a disjointed set of tools: BMC Footprints and email for Help Desk requests, Basecamp for managing development projects, and “a hodgepodge of tools” for documentation and collaboration. As a result, they lacked transparency and visibility into tasks, statuses, and key metrics and had no knowledge base for internal or external communities.

In order to better serve the school and its students, the SOM IT department decided to standardize on Atlassian to achieve greater efficiency, collaboration, and productivity

The solution

The IT team at Yale SOM leveraged multiple Atlassian solutions to meet all of their needs. Workflows and integrations between Jira Software, Jira Service Desk, and Slack allow the DevOps team to support the full development lifecycle. The client services team uses Jira Service Desk to track service requests and reduce time to resolution. And Confluence serves as a knowledge base for the entire IT department as well as a self-service catalog for the external community.

[Atlassian’s] tools have immensely improved our service. Now we can’t do without them because our community is used to that level of service.

PAUL MCNALLY

Improved customer satisfaction: Through the ability to better track service requests through Jira Service Desk, the client services team has reduced time to resolution by 57% and achieved a 4.8 (out of 5) satisfaction rate from students.

Greater transparency into metrics and reporting: With a more intuitive solution and easy-to-use reporting, the IT team can now track key IT metrics and gain insights into issues to improve service.

Enhancing service beyond IT: Non-technical teams, such as Communications, Business Operations, and Facilities, have adopted Atlassian solutions to drive efficiency and significantly reduce meetings and emails. For example, the Communications team uses Jira Service Desk to manage requests for marketing materials, Confluence for project documentation, and Jira Software for managing video production.