Many companies struggle to improve development efficiency, which is crucial for maintaining competitiveness and meeting customer demands. Integrating Jira Service Management (JSM) with Jira, formerly Jira Software, can significantly enhance development workflows by streamlining communication between IT operations and development teams.
This integration isn’t just about connecting two tools; it's about creating a cohesive, collaborative environment that helps teams deliver value faster and more efficiently.
But how can organizations measure the impact of integrating these tools? Below are some key metrics and insights from Atlassian resources demonstrating how to measure development efficiency gains through this integration.
1. Mean time to resolution (MTTR)
One of the most critical metrics in any IT and development operation is the mean time to resolution. By integrating JSM with Jira, teams can dramatically reduce MTTR by centralizing all incident-related information.
Developers and IT teams can access the same data, collaborate on resolving issues, and track progress seamlessly. According to Atlassian, integrating these tools allows for faster issue resolution by enabling better communication and reducing the time spent on administrative tasks.
For example, companies like Nextiva have reported that integrating JSM with Jira provided them with more streamlined workflows, improving their overall incident management efficiency.
2. Collaboration efficiency
Integrating JSM and Jira Software brings DevOps and IT operations teams onto a unified platform, promoting transparency and collaboration. From start to finish, visibility into service requests and incidents eliminates the need for context-switching and hunting down information across different tools. In my opinion, this shared view allows for smoother collaboration, accelerating development work.
Organizations can measure how effectively teams work together post-integration by tracking collaboration metrics like the number of internal comments, shared tasks, and issue reassignment.
3. Automated workflows and change risk assessments
Automation is a key driver of efficiency, and JSM comes with built-in automation rules and workflows that help reduce teams' manual workload. This automation can range from assigning tasks based on priority to automatically performing change risk assessments. Organizations can automate repetitive tasks by connecting JSM with Jira and gain deeper insights into potential risks before changes are deployed.
Measuring the efficiency of these automated workflows can be done by comparing the time spent on similar tasks before and after integration and tracking the number of tasks automated over time.
4. Deployment velocity
Deployment velocity is a critical measure of efficiency for development teams. With JSM’s integration with CI/CD tools like Bitbucket, Jenkins, and CircleCI, development teams can closely track deployment pipelines and ensure smooth transitions from code development to production. Jira users can monitor deployment statuses and risks directly from within the platform, helping to maintain high deployment velocity while reducing bottlenecks.
Organizations can measure this by analyzing deployment frequency and success rates before and after integrating JSM and Jira.
5. SLA compliance and Customer Satisfaction (CSAT)
Service Level Agreement (SLA) compliance and Customer Satisfaction (CSAT) are often used to measure the effectiveness of IT and development operations. By integrating JSM with Jira, teams can track these metrics more accurately and proactively address SLA breaches. This integration also facilitates faster response times to customer issues, which can improve CSAT scores.
Organizations can track SLA compliance by monitoring the number of tickets resolved within the agreed-upon timeframes and analyzing CSAT trends to gauge improvement in customer satisfaction after integration.
Real-world examples of efficiency gains
Several companies have successfully integrated JSM with Jira to achieve significant efficiency improvements. For instance, Toast, a leading point-of-sale company, noted that the integration allowed them to manage workload better across teams and make more informed business decisions by providing clear visibility into team workloads (Atlassian). Similarly, Flo, a health technology company, reported that Jira’s organized workflows and seamless integrations made work more accessible and enjoyable for their engineers (Atlassian).
Closing thoughts
Integrating Jira Service Management with Jira provides a unified platform that boosts development efficiency by improving collaboration, reducing manual tasks through automation, and increasing team visibility. By focusing on key metrics like MTTR, collaboration efficiency, automated workflows, deployment velocity, and SLA compliance, organizations can effectively measure the impact of this integration on their development processes.
Published: Dec 6, 2024
