Case study: Change management for developer self-service and knowledge database with Confluence and Jira Service Management

The story

Our client, an industry leader, wanted to streamline its development processes by introducing platform engineering for its development teams. The company recognized the potential of automation to increase efficiency and productivity and introduced a developer self-service portal.

This initiative aimed to automate various developer processes, such as the creation of AWS organization accounts and Microsoft Co-Pilot accounts (ChatGPT/OpenAI for internal use), reducing the time required from several days to just one hour.

However, the introduction of new technologies is often associated with challenges, especially in terms of user acceptance and effective use by the teams.

The challenge

The biggest challenge for the company was to ensure that employees could seamlessly transition to using Developer Self-Service. Despite the clear benefits of the new system, there was considerable resistance and discomfort towards change among the workforce.

Our clients' employees were used to traditional processes and were reluctant to adopt new technologies because they did not understand them and feared a steep learning curve. This resistance threatened to undermine the potential efficiency gains from the automated system.

The company also recognized the need for a central knowledge base where developers could easily access information and resources related to the new services. The lack of such a platform led to confusion, inefficiency and a fragmented approach to problem solving and information sharing within the development team.

The procedure

To overcome these challenges, our client needed a change management strategy supported by Confluence and Jira Service Management as key tools. The strategy needed to enable faster user adoption and foster collaboration between the company's teams.

Confluence was used to create a central knowledge base. This platform contained all the necessary documentation, guides and resources related to Developer Self-Service. It included step-by-step instructions for creating AWS Organization and Microsoft Co-Pilot accounts, FAQs and troubleshooting tips. Confluence enabled the development team to easily access up-to-date information, share knowledge and collaborate more effectively.
How was this implemented with Confluence?

  • Smart Courses plugin for on-demand video courses (product-related (e.g. Developer Self-Service); topic-related (e.g. Cloud, DevOps)). Smart Courses for Confluence is a plugin that inserts interactive learning functions directly into Atlassian Confluence. It enables our customers to create and deliver training content, including courses, quizzes, assessments and certificates, all within the Confluence platform.
  • Structured knowledge in categories (product-related (e.g. developer self-service); topic-related (e.g. cloud, DevOps))
  • Plugin Refined for a website-like feel in Confluence that allows the customer to improve the user experience without compromising knowledge transfer. This is achieved through a dedicated menu, page structure and links to self-service, the corporate intranet and other important tools.

Jira Service Management played a crucial role in streamlining support and request management. This tool allowed developers to quickly create tickets for any issues that arose when using the new developer self-service portal. The use of Jira Service Management ensured that support requests were efficiently managed, tracked and resolved, significantly reducing downtime and frustration for the development team.

In addition, JSM is closely linked to the Confluence knowledgebase and allows users to get answers to their questions before submitting a request to the main service desk. This is because Jira Service Management can retrieve content from Confluence and offer it directly as a solution to the question before a new request has to be created.

Find out more about the Developer Self-Service in the Success Story: How BSH provides cloud infrastructure - Container8

Implementation & Inte

The implementation process was structured and phased. It began with stakeholder engagement, where key stakeholders were identified and interviewed to find out their concerns and expectations. This step was crucial to generate support and enthusiasm for the new system. 

The interviews were also necessary to find out what pains, challenges, hopes and benefits each stakeholder group has in their current position and daily work. This research also allowed the developer self-service development team to implement key features based on the stakeholder interviews. This in turn increased the chances of success of the change.

Communication plan

To ensure the successful introduction of our developer self-service tools, we created a precise Communication plan which was tailored to inform, involve and empower all stakeholders. The strategy focused on:

  • Segmentation of target groupsTailored messages for managers, IT and development teams, support staff and all employees to address specific interests and concerns.
  • Use of multiple channelsUse email campaigns, the intranet, interactive workshops and feedback surveys to reach everyone effectively.
  • Development of appealing content: These included
    • A launch announcement outlining the importance of the project.
    • User guides and FAQs hosted on Confluence to facilitate access.
    • A schedule of training sessions to ensure that users are well prepared.
    • Success stories to highlight early adopters and the benefits achieved.
  • Feedback loopCollecting and responding to feedback is crucial for continuous improvement.

Our aim was to facilitate a smooth transition to these new tools, underlined by the benefits of streamlined processes and increased productivity. Through targeted communication and solid support, we expected a rapid and effective rollout across the organization.

Training & Support

Training and support were important components of the implementation phase. Customized training programs, including webinars and online courses, were developed and delivered via Confluence to enable employees to learn on their own.

Ongoing support was provided via a service desk (Jira Service Management), where employees could request help when needed. In addition, employees were encouraged to create their own content for the learning platform to help their colleagues with difficult tasks and share their knowledge.

The key elements of our approach include:

  • Customized training sessionsInteractive workshops and webinars tailored to the different teams and roles ensure relevant and effective learning experiences.
  • Accessible resourcesA central repository on Confluence with user manuals, FAQs and tutorials that allow you to learn at your own pace.
  • Ongoing supportA dedicated Jira Service Management portal where users can easily submit requests or issues to ensure timely support.
  • Peer LearningPromote knowledge sharing through internal forums and discussion groups to create a collaborative learning environment.


The change management strategy supported by Confluence and Jira Service Management led to significantly faster user adoption across the organization. Users quickly became familiar with the new self-service portal, resulting in a significant reduction in the time required to access and manage development resources.

The centralized knowledge base in Confluence became an invaluable asset to the development team as it encouraged self-learning and reduced the reliance on support tickets for information. At the same time, Jira Service Management ensured that all issues were resolved quickly, keeping developer productivity and satisfaction at a high level.

More information

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