Published Eszter Kecskés D. | 2023-05-25

InfoComplex has been providing system administration services for Hungarian SMEs for more than 20 years. The company started as a small startup, and now has 22 employees. In the beginning, the company's three founders agreed that transparent and structured tasks were required to ensure its smooth operation. META-INF has helped them achieve this. The company purchased three Atlassian products from META-INF, and "hasn't been able to imagine life without Jira ever since."

CHALLENGES RAISED

Separating repetitive tasks from large projects was a major headache for the company. Instead of individual sub-workflows, they wanted their clients to be able to follow the project as a whole. In addition, it was important to control access and user privileges: the company works with 100 clients every day, with a total of around 3,500 users.

INFOCOMPLEX AND JIRA

1. Jira Service Management

Jira Service Management offers a comprehensive solution to overcome the problem mentioned above with the help of an advanced customer portal. The system enables the client to organize tasks for both the client and the organization, while also providing ordered request types. It collects repeated proactive tasks in a special project (RTM), refines workflows and increases automation.

2. Agile projects using Jira Software

"If you have Jira Software and a little bit of agile knowledge, then it's like having a hammer in your hand and you have all the nails. If you have the software in your hand, then everything is an agile project,” Áron Bóra, CEO, InfoComplex.

Jira Software is ideal for implementing agile projects, whether for company development, technological development or project handling. The greatest advantage of the software is that it is integrated with Jira Service Management, so users can follow projects from beginning to end. This software has resulted in a much more transparent and predictable set of development processes. Since its implementation, the company can better adapt to the Information Technology Infrastructure Library (ITIL) guidelines.

3. Confluence – Everything in one place

In terms of the life of the company, Jira integration saw the arrival of various agile methods, and discussions were transformed with the help of Confluence’s transparent, easy-to-use templates. The company has embraced the ‘start doing, keep doing, stop doing’ function, and migrated its entire knowledge base. In addition, the company also collects notes prepared on projects on Confluence.

The other important advantage of Confluence is that it presents quality control information, which served as a great basis for the company obtaining an ISO rating last year, as the system stores all information from handling complaints onwards. Confluence is also available as a mobile app, which really makes the life of employees easier.

4. Atlassian Marketplace

One of Atlassian Marketplace's most useful attributes is that new functions on the app are available immediately, which means that users always have access to up-to-date applications. The use of Atlassian Marketplace also led to the comprehensive implementation of Atlas CRM. With the Recurring Tasks for Jira Cloud app, the Atlassian developer could fill in the missing functionality within just three weeks, so the company could also implement it in all areas.

"Atlassian is the kind of community where the developers, including META-INF, really listen to their clients, which is something I love," Áron Bóra, CEO, InfoComplex.

The Smart Checklist for Jira app's global templates are also used within the company, while Tempo Timesheet ensures a much nicer appearance.

5. Jira Mobile - supporting fieldwork

Jira Mobile, together with Atlas CRM and Smart Checklist, makes it easy for companies to do field work, as it can be accessed anywhere and anytime. At the same time, quick navigation is possible by integrating your history.

6. Repeated tasks in Jira Cloud

Thanks to the automated administration function, all tasks related to quality management and the company organization are entered into the system according to the specific business area, then delegated to the person responsible. The company's monthly, quarterly and annual tasks are recorded automatically, so there is no reason to worry about doing it yourself.

WHY JIRA CLOUD, EXACTLY?

The company has fully migrated to Jira's cloud system, which, in addition to being always available, also has flexible licensing. One of its greatest advantages is the continuous development functionality, which doesn't require special maintenance work. At InfoComplex, two-factor authentication has been mandatory since the integration of the cloud. Despite the reliability of the cloud, the company insists on backing up to avoid unexpected accidents and errors.

WHAT'S NEXT?

The company's short-term goal is integrating the Opsgenie system, which will lift the burden of monitoring and on-call support from the shoulders of employees. InfoComplex devotes a huge amount of time, money and energy towards processing all the data of 3,500 sensors via email. In the company's case, various monitoring systems are in place, all of which could be pulled into Opsgenie's system. This would also enable automatic ticket opening and closing. The company's customer service is available by phone and SMS, but with the system’s integration, this would be replaced by L1 and L2 customer service levels.

Source: Jira Service Management: National IT customer service | Hungarian Atlassian Meetup - YouTube

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