Atlassian Consultants

Atlassian Gold Solution Partner for setting up, cleaning up and moving Jira, Jira Service Management and Confluence to the cloud.

A tool nobody understands gets worked around.

The challenge: it grew, and it no longer fits

Your Atlassian landscape grew with you. The tools still run; what sits inside them no longer reflects the work.

You rarely notice this through an outage. You notice it through the detours. One team keeps its list in a spreadsheet again, because the Jira project demands twelve mandatory fields. A department mails requests past the service desk. Each detour makes sense on its own, and together they cost the overview the tools were bought for.

Projects nobody can place

Workflows for special cases long since closed

Permissions nobody dares to switch off

Knowledge that lives in one person's head

What we take on

Cross ALM is an Atlassian Gold Solution Partner and was named Atlassian Partner of the Year Rising Star EMEA in 2023. We set up, clean up and carry out the move to the cloud.

Cleaning up does not mean deleting things while people are working. We first record what is actually in use, merge the cases that differ only by name, and touch nothing until then. Day-to-day work carries on throughout.

Introduce

Set up Jira, Jira Service Management and Confluence along your processes, with the roles and fields your teams use.

Clean up

Consolidate grown projects, workflows and permissions while day-to-day work carries on.

Move

The path from Server or Data Center into Atlassian Cloud, planned and carried out, including the interfaces that have to come along.

How it works: what we actually set up

The first step is a survey, not a concept. Which projects get used, which workflows actually run, which fields somebody fills in. What comes out of it usually surprises both sides.

After that we build a model somebody can explain: one set of issue types, a permission model with roles instead of exceptions, automations for the steps that repeat. How far the Jira Service Management standard carries for ITSM is described in ITSM with Jira Cloud.

A record of what is genuinely in use today
Projects, workflows and fields that mean the same thing, merged
One set of issue types and workflows that somebody can explain
A permission model with roles rather than accumulated exceptions
Queues, service hours and a knowledge base for the service desk
Automations for the steps that repeat every week
Confluence as the documentation home, connected to Jira
Training on your own environment and a handover to named people

What a landscape that holds looks like

One request, one owner, one place for the documentation. The three tools mesh instead of sitting side by side.

Organisations running SAP need a fourth condition: the request must not end at the system boundary. Where changes originate in SAP, the transport status belongs on the same issue the team already works in.

Three tools, one workspace

Whoever raises a request finds the instructions in the same place. That saves the walk to the colleague who still remembers.

Cross ALM as an Atlassian partner

Cross ALM is an IT and process consultancy based in Berlin, grown out of a team of former SAP employees and SAP specialists. We are an Atlassian Gold Solution Partner and an Authorized Training Partner; how that came about is described in Cross ALM is Atlassian Partner.

Our consultants are ITIL certified, which is unusual for an Atlassian partner and the reason we do not reduce service processes to tool settings: IT Service Management in times of Digitization.

Award-winning

Atlassian Partner of the Year 2022 Rising Star EMEA, Gold Solution Partner and Authorized Training Partner.

ITSM knowledge

ITIL certified consultants who record incident, request and change as processes before talking about configuration.

Into the SAP world

Certified SAP partner and ServiceNow Select Build Partner. That is why a request does not end at the system boundary here.

Starting in three steps

The survey is worth doing even when nothing gets rebuilt afterwards.

Survey

We look at what is used and what merely sits there, and where your teams take detours today.

Model and clean-up

Merge issue types, workflows and permissions, during normal operation and in an order that blocks nobody.

Training and handover

We train on your own environment and hand over to named people in your organisation.

From customer projects

What this looks like in real landscapes is written up in our project reports: Success Story Bürkert covers a rollout that reached beyond IT, and Simplification of Service Requests in ITSM shows how much effort hides in the request forms alone.

For the move to the cloud there is a separate page: Atlassian Cloud Migration.