1584545280 <![CDATA[Blog]]> /blog english nigel@newverveconsulting.com Copyright 2020 2020-03-18T15:28:00+00:00 <![CDATA[COVID-19: Update from New Verve Consulting]]> https://www.newverveconsulting.com/blog/covid-19-update-from-new-verve-consulting https://www.newverveconsulting.com/blog/covid-19-update-from-new-verve-consulting#When:15:28:00Z A message from all of us at New Verve Consulting

As a business, the health and well-being of our employees, clients and partners is our main priority. We are closely monitoring the COVID-19 (coronavirus) situation as it evolves and we are continuing to adapt our business operations in line with the guidance issued by the Scottish Government and Health Protection Scotland.

We have put a number of measures in place in an attempt to help minimise the impact of the virus. From today (Wednesday 18th March 2020), all employees of New Verve Consulting will be working from home until further notice. We are well equipped to do so and we will continue to be committed to supporting your business and team needs during this time. We are also prohibiting all on-site client meetings with immediate effect and will instead facilitate online meetings with clients until further notice, in an additional attempt to protect our staff and clients.

We will continue to update you as the situation changes. In the meantime please get in touch if you have any concerns with regards to your project requirements and needs.

Our thoughts go out to all those who have been directly affected by COVID-19 and we hope you and your family stay well.

Best regards,

Nigel Rochford and the New Verve Team.

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2020-03-18T15:28:00+00:00
<![CDATA[Happy International Women’s Day from New Verve]]> https://www.newverveconsulting.com/blog/happy-international-womens-day-from-new-verve https://www.newverveconsulting.com/blog/happy-international-womens-day-from-new-verve#When:15:52:00Z
New Verve's female team members
New Verve’s female team members

As it was International Women’s Day was on Sunday 8th March, team New Verve wanted to celebrate the women in our company and also women in the technology industry as a whole. We believe in striving towards gender equality both within our own team and within the industry.

The number of women in the technology industry is increasing and many initiatives have been created to ensure this number continues to grow. There has historically been an issue in creating gender diversity and equality in the tech industry which has a lot to do with systematic issues preventing women joining at the lower levels. However, there have been steps put in place to reverse this trend by both public and private bodies. A good example of this is PWC’s private charter named Tech She Can which aims to encourage women into the industry and support them once they join. In their research survey, PWC found that only 27% of females have considered a career in the tech industry, compared to 62% of males and just 3% of women’s first choice career was in the industry. Perhaps more strikingly however, is that only 16% of females have had a career in tech suggested to them as opposed to 33% of males, showing the systematic issues with regards to gender diversity in the industry. PWC’s charter aims to do something about these statistics by generating a lasting increase in the number of females pursuing careers in technology. They plan on doing so by working with schools and supporting social mobility but also by attracting, recruiting and retaining female employees who will in turn create role models within the industry.

The government has also implemented initiatives in order to create more gender diversity in the technology industry. New government charters such as Women in Defence and Women in Aviation and Aerospace have just been launched and the charter Women in Finance is continually getting new signatories across fintech since its creation in 2015. The charters are aiming to create a gender balance in all levels of the industry and have a strong focus on encouraging women into the higher levels of management in various technology sectors.

These charters, along with other programs are opening up the conversation about gender diversity in the tech industry and creating a more honest approach on how to balance the statistics.

As a small company, New Verve has to hold itself accountable for its own diversity and this is reflected in one of our core company values - collaborate as one diverse team. Gender diversity is something we have aimed to improve in the past year and in doing so we have significantly increased the number of female employees. Currently, within our permanent team of 12, one third of our employees are female - we have two female technical consultants and a fully female marketing team. As part of the tech industry, we know more still needs to be done in creating a gender balance and we hope our contributions as a small company can help to proactively address the issue. Diversity in nationality is also something we aim to have within the company and at present, our team includes members from Scotland, Ireland, England, Poland, Spain, Romania, Greece, and Pakistan. We believe strongly in teamwork and have a close-knit, collaborative culture here at New Verve. Our varied team allows us to do this to a high standard where every member of staff brings something unique. We will continue to diversify our staff over the coming years and are excited to see the encouragement of females to get involved in tech from the ground level up.

New Verve wishes you all a happy International Women’s Day and we hope those in the technology industry can use the day to reflect on women in the industry and how we can all continue to encourage gender diversity and equality.

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2020-03-10T15:52:00+00:00
<![CDATA[How to improve operational efficiency using Jira Service Desk and Insight]]> https://www.newverveconsulting.com/blog/how-to-improve-operational-efficiency-using-jira-service-desk-and-insight https://www.newverveconsulting.com/blog/how-to-improve-operational-efficiency-using-jira-service-desk-and-insight#When:12:42:00Z In this guest blog, Sandra Axelsdottir, Channel Manager at Mindville explains how to manage high service request volume and drastically reduce ticket resolution time using Jira Service Desk and Insight. Sandra will be presenting and hosting a technical workshop at our forthcoming ITSM-related event, New Verve presents Atlassian in Scotland 2020 on 10th March in Glasgow.

ITSM tools aren’t solely about streamlining how you manage your IT services, support teams, and other technical components of your business. They can also boost your overall operational efficiency and help you deliver a superlative IT-based customer experience.

ITSM processes are all about supporting the implementation, administration, and innovation of your customer-centric IT services. To do so, you’ll need software that meshes well with your ITSM platform of choice, such as Jira Service Desk and Insight, to meet your organization’s needs.

Let’s start with the most obvious efficiency benchmark for back-office operations: How well (or not) it can manage a high volume of incoming service requests.

Zendesk reports that internal support teams receive an average of 492 tickets per month. That’s just shy of 6,000 per year. This can be overwhelming for even well-staffed service desk teams to accommodate, especially if they’re relying on outdated technology or (gulp!) manually updating spreadsheets to get the job done.

With the right ITSM tools at your disposal, you can leverage functionality like automation triggers, custom fields, precise workflows, and IT asset dependency mapping to respond to service requests in a prompt and meaningful manner.

Many of those same features I just mentioned also apply if you’re looking to reduce your ticket resolution time.

A lot of the same ITSM tool features that help you to manage high service request volume also play a part in slashing your resolution time. They all combine to furnish your service desk staff with a single source of informational truth, which speeds up the process of pinpointing the root causes of issues and implementing the appropriate fixes.

Jira Service Desk and Insight - Your ITSM Solution

Jira Service Desk (JSD) and Insight can be used as an ITSM solution, to help manage high request volume and speed up the meantime to resolution.

JSD and Insight are tightly integrated, where JSD is for managing requests and Insight is for managing the assets related to the requests.

Your CMDB in Insight

When implementing the solution, the first step is to build a custom structure of your infrastructure in Insight.

Your assets can be imported into Insight from the data source of your choice, using one of many integration options offered in Insight. The image below shows an example of the IT assets structure (object schema) in Insight.

Object Schema

When building your structure, you can customize your hierarchy and asset attributes to fit your needs, and from that create the relationships (references) you want between your asset types (object types). Once you have modeled your data, you can view all the relationships in a graph at different levels.

Below we have a graph showing all the relationships for the Business Service asset type from our structure above.

Object Type Graph


The lifecycle of an Incident

Now let‘s take a look at an Incident workflow in JSD, from the time an Incident is raised, reporting a failed service, until the service is up and running again.

The first step is to raise the Incident. When raising the Incident, we can see the first example of how Insight is integrated with JSD through the Insight custom field.

Submit an Incident


The custom field is configured to show a list of all the Business Services from the CMDB. The user reporting the Incident simply needs to select the affected service from the list and submit the request.

After the Incident is raised, it shows up in the service desk queue for the support agents.

One of the powers of the Insight custom field is that you can display information of your choice about the selected asset and by just a click, the agent has access to all the asset details and it‘s relationships.

Assess Impact gif

When Investigating the request, the agent might find out that it‘s actually the host the service is running on that has a problem and needs to be restarted, so he clicks on the “Hardware failure“ transition in the request to add the host asset to the request and adds a comment.

When adding the host, the system checks if there are other services affected and adds them automatically to the request as well.

This is all possible due to the structure of the CMDB in Insight, the relationships that are defined and built-in automation.

Hardware failure gif


From the short video clip above, you can see that both service and the host have the status “Incident in progress” after the failure has been confirmed.

When the Incident is resolved, the final step in the process is to transition the Incident to the “Failure resolved” status, which automatically updates the linked assets to a “Running” status.

Failure Resolved


Reports

When managing your assets in Insight, and with the tight integration with Jira, you have a variety of options when it comes to reporting. Let’s take a look at three different options when it comes to reporting on assets and issues.

Reports in Insight

Insight provides a powerful report engine, allowing the user to build numerous reports, share them and display data in different formats. It even offers the possibility of customizing your own reports.

One example of an Insight report is a service catalog for business services, displaying selected attributes for the business services.

Service Catalog Report


Insight macro in Confluence

The Insight macro for Confluence is an excellent choice when you need to combine Insight data with text in a written report or documentation. The macro is flexible and can display a list of assets and their details based on a query (Insight Query Language) or a single asset with details.

Jira Gadgets

Jira filters and gadgets can be used to display data from Insight and Jira. The image below shows a pie chart gadget being displayed on a Jira dashboard, showing the count of Incidents for each business service.

Incidents Overview for 2020


Recap

IT Service Management is becoming more important to all organizations, and they need tools to support their processes.

Insight and Jira Service Desk together are a great option to manage all your requests and assets in one place, allowing you to link your assets to your requests to reduce request resolution time and manage a high volume of requests.

Insight flexibility allows you to build your own CMDB structure and relationship to fit your needs, which helps you to find the root cause of any problem with just a few clicks.

For more information about the Insight product suite or to see the software in action, click on over to the Mindville site or get in touch with New Verve today!

About Mindville:

Mindville builds the Insight software suite, a collection of apps that empower Jira users to work more efficiently and deliver an outstanding customer experience. It’s the asset management solution that grows and scales with your business.

The Insight suite is made up of our top-rated eponymous app that puts powerful enterprise asset management at the fingertips of every Jira user. It also includes Insight Discovery, our network scanning tool that helps you import all your infrastructure assets, and our 12 free third-party integration options that make it easy to populate Jira with data from all your external systems. Insight has become a force of nature within the Jira community, and we’re excited about what the future holds for our brand, our clients, and the community as a whole.

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2020-02-26T12:42:00+00:00
<![CDATA[New Verve Has Pledged 1%]]> https://www.newverveconsulting.com/blog/new-verve-has-pledged-1 https://www.newverveconsulting.com/blog/new-verve-has-pledged-1#When:12:19:00Z

New Verve Consulting is proud to have taken the pledge as part of the global movement Pledge 1% which aims to get companies of all sizes to integrate giving back into their culture and values. Member companies pledge to give 1% of either their time, product, profit, or equity to whatever charity they choose. Pledge 1% has an amazing network of founders and CEOs from 9,000+ companies in 100+ countries who are all committed to giving back and we are excited to join them.

We have pledged 1% of our time to local charitable causes so will aim to volunteer 3 to 5 days per staff member per year. The first of our beneficiaries is the charity Mary’s Meals, we will commit 2 days per month to help them evolve their Atlassian solution. This will include consulting and training on Jira and Jira Service Desk which helps Mary’s Meals to efficiently offer their global support service, manage their project and work more agile when using third-party suppliers to encourage self-sufficiency.

New Verve joined the Pledge 1% movement in order to give back to the local community by sharing our skills and giving our time. We believe Mary’s Meals is a deserving recipient of our first Pledge 1% campaign and we know we can help them make a difference.

New Verve’s CEO Nigel Rochford is excited by the prospect of helping out in the community, he said:

“At New Verve, we place strong emphasis on having a positive impact on society. I’m delighted that New Verve has joined Pledge 1%, an amazing initiative that has global reach and active participation from a wide range of businesses. If we make even a small difference for local charitable causes, it’ll be worthwhile. Hopefully our announcement today will encourage other Scottish-based businesses to embrace similar paths.”


Mary’s Meals

Mary’s Meals is a global charity founded in Scotland, which works to transform the lives of hundreds of thousands of impoverished children around the world through daily school meals. The organisation currently provides a meal to 1,667,067 children every day across 18 countries. Each meal meets the immediate needs of the hungry child and encourages them to attend school, where they can gain the education that could be their ladder out of poverty. Mary’s Meals is a low-cost charity and spends at least 93% of donations on charitable activities. Mary’s Meals are delighted to be chosen as New Verve’s first Pledge 1% beneficiary, their founder, Magnus MacFarlane-Barrow said:

“This is wonderful news – we are so grateful for the kindness of organisations who give their support to Mary’s Meals and help us reach more children with daily school meals. Thank you to New Verve and Pledge 1%.”

Mary’s Meals is also the charity sponsor for our event New Verve presents Atlassian in Scotland 2020. Their IT Infrastructure Lead, Stephen Neil is one of our keynote speakers and you can visit them at their exhibit booth on the day. To find our more, view the event page here.

We hope to expand our Pledge 1% reach over the coming years and help Mary’s Meals along with many more local charities. Watch this space for updates on our Pledge 1% journey!

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2020-02-20T12:19:00+00:00
<![CDATA[5 Steps to Next-Level Customer Support with Chat]]> https://www.newverveconsulting.com/blog/5-steps-to-next-level-customer-support-with-chat https://www.newverveconsulting.com/blog/5-steps-to-next-level-customer-support-with-chat#When:14:44:00Z Agnieszka Jozwiak, Senior Product Marketing Manager at Spartez Software, has submitted a guest blog detailing the importance of delivering outstanding and continuous customer support and how this is possible in any organisation.

Staying connected in the age of information is nearly as natural as breathing or eating. According to Statista, the number of people using smartphones surpassed 3.5 billion, so it’s certain you will encounter at least a couple of strangers with their mobile phones in hands within the next few days.

The shift towards instant communication has forced major changes in the way we see customer support services. We no longer need to rely on one channel only, such as phone or e-mail support. The development of most popular messaging apps led to improving existing ways of communication between customers and support.

That’s how chat support was born. In this article you will find out, how to effectively use chat applications, such as Chat for Jira Service Desk, in customer support to achieve better results and build trust.

Customer support is the first point of contact – make it work

Providing excellent customer support is the struggle of many organisations, especially those who need immediate reactions to any requests that customers may have. Each year US-based companies lose about $62 billion due to poor customer experience. This is 49% of consumers switching to a competitor brand solely because they didn’t enjoy contacting support.

Reasons are various. The response time might have been way too long, the inquiry was neglected or ignored, the customer support specialist was rude, or there was no solution to the problem. The effect, however, remains the same – a disappointed client that might share their negative experience elsewhere.

Is there a way to fix it? Yes, by being responsive and open. Providing quick response to concerned customers encourages them to pay more in the future. It’s worth remembering, that having positive experience with support makes people incredibly satisfied. Customers know they can expect good quality service and are more likely to stay with the company.

How can companies ensure the highest standards when it comes to customer support? Here are 5 tips on how to make more clients happy with your products or services:

1. Easy access is everything

The contact page is probably one of the most often visited on your website. It’s essential that the channels you provide for customers are easily accessible. No one has the time to look for the tiny e-mail address at the end of a lengthy landing page. If the customer can initiate a conversation with the support team from the main website, it means you’re doing it right. The easiest solution for it is a chat widget or a link to contact page in the top menu.

2. Decrease the response time

Requests sent by customers should be addressed immediately. Chat applications allow customer requests to be handled quickly, so the troubled client doesn’t have to wait for a fix. If the company has their support team available 24/7, that’s perfect. There are, however, smaller organisations, where customer support can’t handle all requests in real time, for example during the weekends, holidays and nighttime. They can implement AI where possible to help with the most common questions. The solution can also inform about business hours and expected time that the issue would be resolved.

3. Get rid of the friction

A customer that reaches support is often already concerned and stressed, so the easier the access to support channels, the better. If the service doesn’t require logging in to an account to resolve the issue, let your customers stay anonymous. With more complicated requests, asking for an e-mail or username should be just enough to identify and help the customer. This guarantees quick help and a happy client.

4. Efficiency goes first

Most of the issues customers experience are very common and easily resolvable. For these, it’s best to set up an informative knowledge base or a chatbot, that can automatically provide answers to frequently asked questions. If both are lacking, it is good practice to create a larger document with ready-made answers that the team can copy and paste to speed up the process. It gives customer support enough time and space to focus on other more difficult cases without leaving anyone hanging.

5. Keep your team happy

It’s no secret that the key to excellent customer support is a happy team. One that can count on a solid source of information and help customers using reliable tools. Support agents feel secure and confident when a lot of their work can be automated or accelerated through ready-to-use processes. Maintaining great atmosphere in the team can do wonders to the way it performs. It’s not just about the toolset anymore, it’s about the can-do attitude that is genuine.

With customer service in mind

We believe that delivering the best product support is the ground to a successful company, so when we at Spartez Software built Chat for Jira Service Desk, it was to meet our own needs. Seamlessly integrating the live chat with issues and support requests in Jira made handling customer requests simple and quick.

Try Chat for Jira Service Desk for free and make your customer support outstanding.

Want to learn more? Please get in touch with New Verve to discuss your IT Service Management needs or register to attend our forthcoming Atlassian-sponsored ITSM event, New Verve presents Atlassian in Scotland 2020.

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2020-02-19T14:44:00+00:00
<![CDATA[Meeting Rising Customer Expectations with Jira Service Desk and Refined]]> https://www.newverveconsulting.com/blog/meeting-rising-customer-expectations-with-jira-service-desk-and-refined https://www.newverveconsulting.com/blog/meeting-rising-customer-expectations-with-jira-service-desk-and-refined#When:12:24:00Z Genevieve Blanch, Partner Manager at Refined and sponsor of New Verve presents Atlassian in Scotland 2020, discusses the importance of ITSM within an organisation and how Refined can be used to exceed customer expectations.

Providing a sound customer service experience need not be limited to B2C. The value gained from exceeding customer service expectations is no longer only true for Business-to-Consumer (B2C).The way we go about providing service to B2B customers or employees within an organization has never been as crucial as it is today. This rise in importance goes hand in hand with the growth of IT Service management (ITSM) as an approach to customer service. ITSM is believed to be one of the most efficient and helpful methods for both the customer and the IT user, hence its growing popularity.

“A customer-centric mind-set is just as critical in the B2B space, and more and more executives are developing B2B customer-experience strategies with striking results”

- McKinsey and Company Report.

So what exactly is ITSM?

IT Service Management, commonly referred to as ITSM, is a structured approach for IT to service customers. Atlassian defines ITSM as:

“How IT teams manage the end-to-end delivery of IT services to customers. This includes all the processes and activities to design, create, deliver, and support IT services”

The ‘service’ part, and the way we connect IT to customers across an organization is core to ITSM. Jira Service Desk is an ideal foundation for ITSM especially with Jira at it’s foundation. It is built with a team focus to connect teams with the answers they are looking for using IT processes. A customer would typically submit a ticket known as a ‘request’ to the Jira Service Desk portal, and/or gather information and resources from the help center. The ticket then gets placed in an automated workflow and then sorted into the IT teams queues.

And what is Refined?

Refined is the difference between meeting and exceeding customer expectations with Jira Service Desk. Refined is an app installed onto Jira Service Desk (Data Center, Server and Cloud) to add a higher level of customization, design and usability. Refined comes with easy to set up design options (no coding needed) so that the organization’s brand can be applied, and the layout customized to feed useful information and quicklinks to the customers. Crucially, Refined adds the capability to re-organize the site structure so that Jira projects and Service Desks as well as helpful links are easily accessible from a top navigation menu.

Below is an example of a branded help center harnessing the power of Jira Service Desk and the raised user experience that comes with Refined:

Example of a request view for the customer engaging with a Jira Service Desk and Refined:

How to build an ITSM system to meet customer expectations?

Many organizations have charged ahead in the way they conduct ITSM and in some cases exceed their employee service expectations. One such example is a bank headquartered in Sweden called Klarna. Klarna uses Jira Service Desk and Refined to provide a “smooth” service experience for the entire organization seeking information and resources. Using Refined they were able to deliver a personalized service experience, a better structure and navigation of the information and resources within their service, and a vastly improved self service.

Want to learn more?

Meet Refined at New Verve presents Atlassian in Scotland 2020 on 10th March 2020 in Glasgow to find out how Refined can personalise the service experience provided by your organisation. You can also try Refined for Jira Service Desk, and/or speak to New Verve about setting this up for your organisation.

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2020-02-04T12:24:00+00:00
<![CDATA[Why We Have Become a Member of ScotlandIS]]> https://www.newverveconsulting.com/blog/why-we-have-become-a-member-of-scotlandis https://www.newverveconsulting.com/blog/why-we-have-become-a-member-of-scotlandis#When:15:17:00Z New Verve Consulting are delighted to announce that we have recently become a member of ScotlandIS and we hope to use it as an opportunity to grow our business network in the Scottish digital technology industry.

ScotlandIS is a trade body for Scottish technology companies and through their membership they aim to represent and support Scottish businesses and organisations who create and deliver digital products and services. ScotlandIS work closely with the Scottish Government, Highlands and Islands Enterprise, Scottish Enterprise and Skills Development Scotland to highlight the importance of the digital technology industry within the country’s economy, and also in education and the workplace.

As a member of ScotlandIS, New Verve have the opportunity to expand the reach of our business in the growing digital technologies industry in Scotland. We will have access to networking and collaboration opportunities with other ScotlandIS members and will be better equipped to stay informed of industry and member news and events. ScotlandIS also lobby the Scottish Government and campaign about important issues within the industry, so as a member, New Verve would feel the benefit of these campaigns and can offer support if requested.

Our CEO Nigel Rochford is very excited about the start of New Verve’s membership with ScotlandIS. He said:

“As a growing Scottish business in the digital technologies industry, trade bodies such as ScotlandIS are crucial for collaboration, knowledge sharing, and lobbying for change. We’re delighted to join ScotlandIS and look forward to learning and sharing with other members over the coming year.”

With our Atlassian-sponsored event scheduled on the 10th March 2020, we are pleased to be able to share New Verve presents Atlassian in Scotland 2020 with ScotlandIS members and allow them the opportunity to help shape the event series going forward.

We are sure ScotlandIS members will benefit from the services we are providing and we are looking forward to expanding our network within the Scottish digital technologies industry.

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2020-01-21T15:17:00+00:00
<![CDATA[Profields and SAFe Project Planning]]> https://www.newverveconsulting.com/blog/profields-and-SAFe-project-planning https://www.newverveconsulting.com/blog/profields-and-SAFe-project-planning#When:15:12:00Z In this blog, Matthew Flaws, Consultant at New Verve, explains how you can use Profields and SAFe to better manage project information with Jira.

Using Jira SAFe-ly (displaying SAFe related data in Jira)

Using Jira in a way that conforms to your specific ways of working can sometimes be a pain, especially when the way that works for you requires a little more detail at a high level.

Are you sick of being the person that has to constantly remind the project teams who is responsible for a particular role? Or do you like to keep all important project information in a single place for people to easily ingest?

Apps like Portfolio for Jira provide the ability to produce project road-maps, and to break down higher level work such as initiatives, but this information could seem like it is behind an iron curtain of planning information.

Natively, Jira does not give the user an option to store high level project related information in an single, easily digestible, repository.

For example, the Scaled Agile Framework (SAFe) has multiple organisational levels, each with their own information.

Being able to see an overview of basic project information, such as which Agile Release Train (ART) the project belongs, or who is the Product Manager could be a serious benefit for disparate global teams, or for external stakeholders.

Maybe you want to document all of the members, and their roles, for a particular project or release train in a single place where everyone has access. How would you do this?

You could:

  • Create a confluence space. But what if the information isn’t worth a space or a page in it’s own right. Or you don’t want to switch between multiple applications. Or simply, you don’t have access to Confluence.
  • Create an issue within the project to store custom field values. But then you’d need to keep track of the issue number, plus you’d always have issues that were perpetually living in the backlog taking up valuable real estate.

OR

You could produce something like this, which is easy to maintain, graphically clean, and fully accessible to the entire project team (please zoom in or open the image(s) in a new tab for a more detailed view):

Being able to easily see who is involved, and their capacity of engagement, in the project provides insight to whom members could seek answers while also visually representing project responsibility.

In addition, basic project information can be stored within the layout to boost value to management and to be able to keep all team members on the same page.

By utilising the Profields app, from the Atlassian Marketplace, you can store project level information in fields just like how you can store information on Jira issues in custom fields!

How To - Creating a SAFe layout in Profields

For this example we want to show each of the members involved with a specific project. With SAFe, depending on the scale of SAFe that is practised, there are many different roles to be filled on different levels of the SAFe hierarchy.

We will assume that we want to display only the ‘Essential’ SAFe roles which comprises of the ‘Program’ and ‘Team’ levels.

The roles that will need to be captured are:

Agile Team level

  • Dev Team Members
  • Product Owner
  • Scrum Master

Program Level

  • System Architect / Engineer
  • Product Management
  • Release Train Engineer

To capture data at a project level, Profields utilise ‘Layouts’ which are customised pages used to display and store custom fields and their values.

Each project can be given a single layout to use to collect and display it’s own specific information.

Projects can share layouts, reducing maintenance, or have a bespoke layout to give each project greater depth of information that might not be needed elsewhere.

Creating a new layout

Navigating to ‘Layouts’ within the Jira header navigation bar will give you the option to create a new layout.

You can name the layout anything you desire. It could be the name of a specific release train, solution train, or project name. It could also be generic so it can be applied to multiple projects within your Jira instance.

For this example, I’ll keep it generic, calling it SAFe Layout with a generic description text:

Each layout is separated into sections. For the SAFe example, I think it would be logical to separate the sections into ‘Project Information’ for basic information, ‘Team Level’ for the teams involved with deliverable production, and ‘Program Level’ for strategic management and higher level information:

For your layout, you could choose any combination of information separation. The limit is your imagination.

Within each section you have ‘Containers’ to help divide out the fields and to make logical sub-groups. It also helps keep the layout looking nice and tidy!

Once we have the layout set up of how we would like to structure our fields, there is only one thing missing. The fields!

Creating new project fields

Profields uses project fields for projects the same way Jira uses custom fields for Issues.

There are two ways to create the new project fields, from the ‘Fields’ screen accessible from the Profields drop down in the Jira header bar, or from right here in the layout screen:

By clicking ‘Add field’ you can select any project field, or create a new field.

There are 12 types of fields, including script fields which use groovy scripts to display any data depending on your conditions. With scripted fields available, imagination really is the limit!

For more information regarding field types and how they operate, here is a link to the official Deiser documentation.

To capture the roles I will be using the ‘User’ project field type, for roles where only a single person should be responsible I have chosen ‘single user’ and ‘multiple users’ where there could be one or many people, such as ‘Dev Team’:

Don’t forget to click save in the top right hand corner! This has caused a lot of pain in the past and many times where I have had to recreate my layout!

After saving, click the ‘Associate to projects’ button and select all of the projects you wish for your layout to be associate with. This means that this particular layout of fields will be visible to the members of that project.

Viewing the data

Navigate to your layout page in the associated project by clicking the Profields icon in the project sidebar

After filling in the fields on the layout, you can forever point people to this page whenever the question of who is responsible or what ART the project is in pops up:

Do you have any good ideas of how to better use Profields to help manage projects in a SAFe environment? Let us know in the comments below!

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2019-11-12T15:12:00+00:00
<![CDATA[New Verve presents Atlassian in Scotland 2020 ]]> https://www.newverveconsulting.com/blog/new-verve-presents-atlassian-in-scotland-2020 https://www.newverveconsulting.com/blog/new-verve-presents-atlassian-in-scotland-2020#When:14:24:00Z New Verve Consulting is delighted to announce that New Verve presents Atlassian in Scotland 2020 will take place on Tuesday 10th March 2020 at the Technology and Innovation Centre, Glasgow. Tickets are now on sale with early-bird discounts available until further notice. Promising to be even bigger and better than the previous conference, Atlassian in Scotland 2020 will once again bring the Scottish Atlassian community together to share experiences, exchange ideas and learn from Atlassian experts and users from across the country – and beyond!

The focus next year will be IT Service Management (ITSM), which Atlassian defines as, “how you manage the delivery of end-to-end IT services to your customers”.

Commonly considered a wholly IT role, the principles of ITSM can be utilised throughout your entire organisation. We’ve seen adoption of Atlassian tools (e.g. Jira Service Desk, Jira Software and Confluence) by different business teams to help organise, monitor and manage project tasks, signifying that ITSM approaches are becoming more mainstream and are not only for IT professionals. We aim to have keynotes addressing ITSM from these differing perspectives.

From an IT perspective, process is vital. Atlassian’s approach to ITSM comprises four core elements: Service Request Management, Incident Management, Problem Management and Change Management. We will explore each of these processes in more detail during Atlassian in Scotland 2020, discussing theory, offering expert and tooling advice, and sharing real customer use cases where possible.

The conference will also discuss the importance of the IT Infrastructure Library (ITIL), exploring the differences between ITIL and ITSM and reviewing the latest update, ITIL 4.

At the inaugural Atlassian in Scotland 2019 event last March, an engaging and insightful panel discussion was organised with panellists including Anthony Christensen from RBS, Philippa Christie from the Equator Agency and Sorcha Lorimer from Trace Data Ltd. offering their views and sharng their experiences of Project Portfolio Management (PPM) in action. We will look to replicate an expert discussion next year within the theme of ITSM, with the opportunity for you to submit questions before and ask during the discussion, allowing you to become part of the conversation.

Panel discussion at Atlassian in Scotland 2019
Panel discussion at Atlassian in Scotland 2019


What does the future of ITSM look like? This will also be addressed during the conference, giving you the opportunity to hear expert opinions from speakers, sponsors and like-minded peers.

With plenty of refreshment and networking breaks anticipated, you will be able to network with fellow Atlassians and share best practices, user experiences and more. We will also look to host an AUG in the evening, allowing for a more informal discussion and of course the obligatory beer, pizza and SWAG!

Networking break at Atlassian in Scotland 2019
Networking break at Atlassian in Scotland 2019

With 7 months to go until Atlassian in Scotland 2020 is here we are still shaping the agenda to make it the event to attend for all things Atlassian in Scotland. Follow the hashtag #TartanTeamwork and be kept informed of event updates and developments. We have exciting things planned for next year so watch this space!

For more information and to register, please visit the New Verve presents Atlassian in Scotland 2020 event page.

For a taste of what to expect, read our Atlassian in Scotland 2019 post event blog.

“Attending the Atlassian in Scotland event was very beneficial. It was excellent not only to hear from Atlassian directly but to share challenges & solutions with other attendees. Taking the time to attend an event like this helped us to refocus on how we were making use of the tools & associated processes.”

Peter Hinds, Head of Operations, Synergy Learning

“New Verve presents Atlassian in Scotland is a fantastic event that brings together the Scottish Atlassian user community. Tempo were event sponsors and speakers in 2019 and we were delighted with the quality of the event and with the valuable opportunities to connect with and learn from attendees who were interested in or already using Tempo products to keep track of their projects.

It is a great platform to demo tools and hear about product news, upcoming features and product vision. Thank you Scotland!”

Eyglo Oskarsdottir, Sales Manager, Tempo.

I really enjoyed meeting Atlassian customers and local Solution Partners and hearing how our tools shape how they work. If you’re looking for insights on working more collaboratively and meeting likeminded users in Scotland, this is the event for you!”

Darlene Auguste, Atlassian Community Manager, APAC & EMEA

See you in 2020!

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2019-08-14T14:24:00+00:00
<![CDATA[Achieve strategic objectives with Tempo and PPM]]> https://www.newverveconsulting.com/blog/achieve-strategic-objectives-with-tempo-and-ppm https://www.newverveconsulting.com/blog/achieve-strategic-objectives-with-tempo-and-ppm#When:12:32:00Z This guest blog was submitted by Maxime-Samuel Nie-Rouquette, Global Partnership Marketing Expert at Tempo. Tempo were keynote speakers at our New Verve presents Atlassian in Scotland event in March 2019, where they discussed project portfolio management and how to achieve strategic objectives with Tempo and Jira.

We were recently invited by New Verve Consulting to discuss Project Portfolio Management (PPM). What follows is a condensed version of our presentation on Tempo and PPM.


So what exactly is PPM?

PPM stands for Project Portfolio Management. The point of PPM is to be able to prioritize multiple projects, plan them realistically, and staff them with the best possible employees. At heart, PPM is about understanding how all of your projects are going and what you should do next. It enables you to make sure that your work contributes to your goals and that you are heading in the right direction. PPM has several components, including pipeline management, resource management, change management, risk management and financial management.

With PPM, you know that important (and often less risky) projects are the first to be launched, and that qualified staff are available for the job. Leftover resources can then work on other initiatives. When a company neglects to use PPM, they often end up implementing too many unimportant projects. Employees end up overwhelmed and overworked. Projects may end early because of poor quality or a lack of feasibility.

What is Tempo?

Tempo is a leading app for Jira that allows users to see the value of their time. With Tempo, users can better understand which projects and tasks to invest their time in. We have offices in Montreal, Canada; Reykjavik, Iceland; and Stockholm, Sweden, with over 100 employees. Used by over 120 of the Global 500, as well as many small and medium-sized companies, Tempo is trusted by world-leading companies across all sectors.

Tempo offers three efficiency-enhancing products: Tempo Timesheets, Tempo Planner and Tempo Budgets. We assist our users in solving many different problems and use cases with these three products. With Tempo Timesheets, users can track and approve time, report on timesheets with ease and flexibility, and manage accounts. With Tempo Planner, users can plan work for teams, maximize team capacity, and find available resources. With Tempo Budgets, users can view real time dashboards, navigate large project portfolios, and easily create project budgets.

PPM and Tempo

PPM systems are complex by nature; it requires extensive training to interpret the data and apply it to a day-to-day workflow. That’s because the PPM solutions that exist on the market today tend to be siloed information systems where few people have access. Those people who do have access are the only ones who can translate what a given system does and how it fits into day-to-day work. Other stakeholders may have difficulty managing the data and acting accordingly.

On the other hand, Tempo’s PPM solution in Jira has many advantages. Tempo apps sit directly in Jira, so you don’t have to go from one system to the next. There is easy access for all users.


So what are the five components of PPM all about? And how does Tempo sit in?

Pipeline management

Pipeline management means overseeing your current projects and knowing which ones you are going to work on next. It means understanding what to do when. With Tempo Budgets, you can estimate your staff costs, which is both the amount of money you will be spending on that staff, and the number of staff that you need for a given role. With this tool, you can start to manage your pipeline so that operations are always readily visible.

Resource management

Resource management means the efficient and effective development of your organization’s resources when they are needed. Tempo Planner can help with a resource planning view, which is a graphical representation of resources and their allocation. It is critical to have the necessary resources to deliver on schedule, and to understand what skills are lacking in order to fill gaps in staffing.

Financial management

Financial management means overseeing budgets and finances for projects and knowing whether or not your business is profitable. Tempo Budgets really shines as an end-to-end financial management tool in JIRA.

Risk management

Risk management is defined as the forecasting and evaluation of financial risks together with the identification of procedures to avoid or minimize their impact. Having accurate and real-time information enables stakeholders to see early warning signs and react accordingly in order to maximize the success of projects. While Tempo does not provide risk management for PPM, there are other apps with options for managing risk in Jira.

Change management

To drive forward a project, you need a good change management regime, from what gets added to the backlog to what should be developed or prioritised. For example, with Tempo Budgets, if you change your budget for a project, you are able to see what it was when it first started, what it is today and what your actual costs are compared to either of those.

Get better insights with PPM and Tempo

It’s important to have the clarity needed to solve business problems. Knowing how to make decisions and move forward requires clear, in-depth information. With Tempo, you can enhance your PPM practice in order to better prioritize and plan projects. With better insights, you can benefit from improved business processes and an increased bottom-line.

Discover Tempo’s PPM solution!

New Verve and Tempo

New Verve Consulting are Tempo Silver Partners and we offer resale, training and consultancy for the entire Tempo product suite. Please get in touch at info@newverveconsulting.com to find out more.

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2019-07-08T12:32:00+00:00