Utilizing Jira automation tools as a part of value chain in incident management
Tistelgrén, Senja (2023)
Tistelgrén, Senja
2023
All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023052614836
https://urn.fi/URN:NBN:fi:amk-2023052614836
Tiivistelmä
This thesis is written to analyse, how well Jira automations are utilized in Company X’s second line technical support teams’ daily work as a part of value chain in incident management. The the-sis starts by analysing, how well Jira automations are utilized currently in the second line technical support teams’ Kanban-projects.
A survey of the utilization of the automations was conducted to team members of the second line technical support team to gather information in their point of view of the current state of utilizing Jira automations. In addition to the background information survey, the team members were inter-viewed to get a more in-depth idea of how well the current automations are utilized according to the team members.
In addition to analysing the current automations and their utilization, some new automations were implemented to make the second line technical support teams’ work more efficient and to improve the value of the team as a part of value chain in incident management. Analysis of the automa-tions and implementation of new ones was also made as a comparison and analysis based on literature review of different case studies made on best practices of service desk implementations.
A survey of the utilization of the automations was conducted to team members of the second line technical support team to gather information in their point of view of the current state of utilizing Jira automations. In addition to the background information survey, the team members were inter-viewed to get a more in-depth idea of how well the current automations are utilized according to the team members.
In addition to analysing the current automations and their utilization, some new automations were implemented to make the second line technical support teams’ work more efficient and to improve the value of the team as a part of value chain in incident management. Analysis of the automa-tions and implementation of new ones was also made as a comparison and analysis based on literature review of different case studies made on best practices of service desk implementations.