Author: Fraga, E.
Paper Title Page
TUMPL02 Streamlining Support and Development Activities Across the Distinct Support Groups of the ALBA Synchrotron with the Implementation of a New Service Management System 298
  • M. Martin, A. Burgos, C. Colldelram, G. Cuní, D. Fernández-Carreiras, E. Fraga, G. García López, O. Matilla, A. Pérez Font, D. Salvat
    ALBA-CELLS Synchrotron, Cerdanyola del Vallès, Spain
  The MIS section in the Computing division at ALBA Synchrotron designs and supports management information systems. This paper describes the streamlining of the work of 12 support groups into a single customer portal and issue management system. Prior to the change, ALBA was using five different ticket systems. To improve coordination, we searched tools able to support ITIL Service Management, as well as PRINCE2 and Agile Project Management. Within market solutions, JIRA, with its agile boards, calendars, SLAs and service desks, was the only solution with a seamless integration of both. Support teams took the opportunity to redesign their service portfolio and management processes. Through the UX design, JIRA has proved to be a flexible solution to customize forms, workflows, permissions and notifications on the fly, creating a virtuous cycle of rapid improvements, a rewarding co-design experience which results in highly fitting solutions and fast adoption. Team, project and service managers now use a single system to track requests in a timely manner, view trends, and get a consolidated view of efforts invested in the different beamlines and accelerators.  
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