Case Study · Manufacturing
Change Management for Developer Self-Service and Knowledge Base with Confluence and Jira Service Management
See how our customer revolutionized their development processes with Confluence and Jira. Maximum efficiency through a central knowledge base and automated processes.
The Story
The Challenge
The Approach
Implementation
The implementation process was structured and phased. It began with stakeholder engagement, bringing in key stakeholders from various departments early on to secure support and input.
We conducted interviews with stakeholders to find out what pains, challenges, hopes and benefits each interest group has in their current position and daily work. This research also allowed the development team behind the developer self-service to implement important features based on the stakeholder interviews. That in turn increases the chances of the change succeeding.
Communication Plan
To ensure the successful rollout of our developer self-service tools, we created a precise communication plan tailored to inform, involve and empower all stakeholders. The strategy focused on:
• Audience segmentation: tailored messages for executives, IT and development teams, support staff and all employees, to address specific interests and concerns.
• Using multiple channels: email campaigns, the intranet, interactive workshops and feedback surveys, to effectively reach everyone.
• Developing engaging content: a launch announcement laying out the project's importance; user guides and FAQs hosted on Confluence for easier access; a schedule of training sessions to make sure users were well prepared; and success stories to highlight early adopters and the benefits achieved.
• Feedback loop: collecting feedback and acting on it is essential for continuous improvement.
Our goal was to enable a smooth transition to these new tools, underscored by the benefits of streamlined processes and increased productivity. Through targeted communication and solid support, we expected a swift and effective rollout across the whole company.
Training & Support
Training and support were key parts of the implementation phase. Tailored training programs, including webinars and online courses, were developed and made available via Confluence so employees could learn independently.
Ongoing support was provided through a service desk (Jira Service Management), where employees could request help as needed. In addition, employees were encouraged to create their own content for the learning platform, to help colleagues with difficult tasks and spread their knowledge.
Key elements of our approach include:
• Tailored training sessions: interactive workshops and webinars tailored to different teams and roles ensure relevant and effective learning experiences.
• Accessible resources: a central repository on Confluence with user guides, FAQs and tutorials that enable self-paced learning.
• Ongoing support: a dedicated Jira Service Management portal through which users can easily submit requests or issues, to ensure timely support.
• Peer learning: fostering knowledge sharing through internal forums and discussion groups, to create a collaborative learning environment.
Result
better call XALT
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