Insight doesn't know any borders. It can track any type of assets - anything that you use in your organization.

• Hardware and software: servers, computers, phones, routers etc as well as hundreds of installed software programs.
• Versions: versions of developed code/programs, components, subsystems, builds, releases etc.
• CRM (Customer Relationship Management): customers, individual contacts, agreements, opportunities.
• HR (Human Resources): employees, contracts, on-boarding, off-boarding, leave, access rights, skills, etc.
• Sales: marketing assets, campaigns, funnels, licenses, web shop, etc.
• Facility management: buildings, rentals, offices, contractors, plumbing, maintenance, etc.

There are many examples where asset management can be done with Insight within companies. By navigating the tabs you'll find examples for successful and valuable use cases for asset management in large companies.

Challenge

Spotify’s IT team has a mission to provide great personal service to every employee, but in 2014, 100% of IT service requests were being submitted via email into a single inbox. As the amount of service requests went from hundreds to thousands, IT Managers Daniel Vázquez and Rick Wacey quickly discovered that email scales badly.

There was no way to manage the tickets in categories or queues. Lead times were getting longer, and customer satisfaction was dropping.

Solution

Spotify implemented Jira Service Desk with help from Riada. Jira Service Desk provided a better user experience and one place for the entire IT team to manage its queues. Integrating Jira Service Desk with Confluence, the team created a self-service knowledge base of articles for common questions.

The team even set up a Genius Bar kiosk on an iPad to track walk-up requests – all connected to Jira Service Desk. As a result, IT was not only recognized as a service center, but also as a team that innovates.

Benefits

Since setting up Jira Service Desk, the team has categorized 100% of its tickets and has seen an 8x increase in articles contributed to the knowledge base. Just as important, IT has made its mark within the company: “We have raised the profile of IT at Spotify. We are seen as a center of innovation,” says Wacey.

This use case was originally published on atlassian.com.

Challenge

Klarna’s internal planning process was not as simple. It needed a real-time planning solution to streamline and modernize manual processes and provide insight into planning impediments.

Ray Yee, a consulting project manager in the Credit Risk and Fraud Detection Department, which manages five Klarna products, explains that “planning for the department was quite challenging.” The project managers were not well versed in agile methods. They were using a traditional waterfall approach – using Smartsheet, Microsoft Excel, and Google Docs in conjunction with Jira.

Solution

With help from Riada Yee introduced Portfolio for Jira into the planning mix. Rather than planning and reporting across multiple tools that require constant manual updates, the team now uses Jira with Portfolio for Jira to easily combine its long-term planning and agile practices. “Planning has become much more structured and traceable since teams began using Portfolio for Jira,” says Yee.

The team’s favorite feature is the roadmap, which gives a clear, visual picture of timelines and what’s behind them. Now when project managers and product managers are asked why things can’t be done sooner, they share the roadmap and even demonstrate what-if scenarios, such as removing scope or adding people, and the roadmap adjusts based on the changes.

Benefits

“For business stakeholders and development teams, context and transparency is imperative, and Portfolio for Jira allows me do that,” says Yee. Previously, business stakeholders were always asking: What is the plan? When are we going to finish? With Portfolio for JIRA, the answers are there in real-time, and stakeholders have access to it, so they have complete context whenever they need it.

Monthly steering group meetings have also benefitted from the switch. “It was much more effective to move away from manually creating progress and status updates. Now, I distribute a link to the plan before the meeting,” saysYee.

With Jira and Portfolio for Jira, Klarna is successfully managing cross-team and cross-product development, realistically forecasting delivery dates, creating what-if scenario plans, showing stakeholders priority and status, and doing accurate capacity planning. This year, Yee launched Credit and Fraud products in several geographies, and the actual launch dates were very close to the forecast dates in his Portfolio plan.

This use case was originally published on atlassian.com.