Complex services.
Clearer ways of working.

Scope & approach

• Rationalised the configuration to improve consistency and data quality.
• Established a governance forum and a clear route for changes, informed by user feedback.
• Improved portfolio reporting through consistent templates and dashboards.

What we delivered

• Shared configuration standards and a practical change process.
• Team and management reporting based on more consistent information.
• Guidance and feedback channels to support adoption.

Vikki Cooke led broader Jira transformation work supporting more than 90 teams. This reflects the wider experience of our team alongside the service management engagement.

Scope & approach

• Built Jira Service Management solutions for Carrier Relationship, Stakeholder Engagement and Carrier Licensing.
• Developed a GOV.UK-style front end connected to service workflows, APIs and role-based access.
• Automated licensing workflows and document generation.
• Consolidated Jira estates into a governed Data Center platform and integrated Tableau reporting.

What we delivered

• Service portals with structured workflows, ownership and recorded decisions.
• Automated licensing documents using Xporter templates.
• A consolidated Jira environment with reusable standards and change control.
• Data feeds for operational and management reporting.

Delivery combined discovery, design, migration, launch support, workshops and training.

Scope & approach

• Standardised requests, workflows and approvals across the service portal.
• Established two risk registers, connecting risk capture with ownership, mitigation and review.
• Introduced administration standards and integrated third-party tools where required.

What we delivered

• A common route for incidents, requests and changes.
• Risk registers with defined owners, review cycles and reporting.
• Administrator documentation and training to support ongoing operation.

Scope & approach

• Connected service portals with Confluence knowledge bases.
• Defined change handling from intake and triage through to approvals and decision records.
• Introduced Structure for portfolio visibility and centralised documentation.
• Ran training and workshops with the teams using the platform.

What we delivered

• Consistent request routes and approval steps.
• Reusable knowledge and documentation for service teams.
• Reporting and portfolio views to support operational decisions.

Scope & approach

• Assessed applications needed to retain important service functionality.
• Configured queues, SLAs and dashboards, including staged notifications and status indicators.
• Migrated user and company data and extended user profiles.
• Configured email-to-ticket creation, intranet submissions and custom notification templates.

What we delivered

• Service operations running in JSM, supported by knowledge and training.
• Portal access for internal users and external partners.
• Dataplane reporting for service operations and management.

Scope & approach

• Built programme workflows to make responsibilities and progress visible.
• Configured epics to create downstream work automatically and keep information consistent.
• Automated client documentation through Xporter.
• Provided dashboards, queues and training for delivery teams.

What we delivered

• A structured framework for programme and delivery work.
• Automated documentation and repeatable client communications.
• Operational views to help teams identify work that needed attention.

Scope & approach

• Configured scripted SLA logic and scheduled ticket creation.
• Supported Data Center upgrade work.
• Reviewed configuration and made automation and interface improvements.

What we delivered

• Automation for recurring operational tasks.
• Platform configuration improvements following upgrade work.
• Technical troubleshooting and targeted refinements to the user experience.

Scope & approach

• Defined platform architecture and governance for enterprise use.
• Established portfolio views and configuration standards.
• Supported planning and visibility across multiple delivery teams.

What we delivered

• A platform architecture for the Atlassian environment.
• Portfolio views and standards for cross-team working.
• A framework to support enterprise planning and governance.