No more ‘what went wrong?’ — just clear processes and 70% fewer issues.
A major Healthcare organization in NY were facing challenges in having proper documentation, tracking the changes, incidents etc. for an critical application. Lack of tracking the jobs and/or proper understanding of what needs to be done when issue happens or how to escalate in timely manner and frequent issues resulted in financial losses.
Platform Used: Jira
Used Atlassian tools like Jira and Confluence to get to a state of from no documentation to a complete end to end process flow documentation flowing the ITIL best practices.
From an ad-hoc/reactive troubleshooting to structured Incident and Change management framework was created.
ITIL best practices were used to create a workflow for approvals to escalations.
Conducting regular operational checks to confirm accuracy across jobs.
Conduct regular checks on the infrastructure and suggest any changes based on the observations as in proactive rather than reactive.
Enhanced version control practices in place for proper tracking all the versions of Jobs or backed up properly into GITHUB regularly.
Proper RCA (root cause analysis) was created during major incidents.
Escalate incident to Problem when required.
Used Jira - For tracking all Issues
Used Confluence – Documentation
Tracked and prevented upcoming problems.
