Product Review - First Glance at Jira Ops

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Product Review - First Glance at Jira Ops

At Atlassian Summit 2018 in Barcelona the new product Jira Ops was unveiled. This is a first glance at the product to try to see where it resides within the Atlassian portfolio. The current version is in beta stage which means that Atlassian allows all cloud instances to try it out for free until release in early 2019. Price for the tool is currently not available.




Focus on collaboration

When doing the setup it becomes extremely clear that the focus of Jira Ops is internal collaboration and external communication. Right out of the box the setup asks you to setup Slack as your way to create rooms to collaborate on each incident.


The Second is Statuspage which is used to communicate the availability, or possibly reduction of service availability, to the end customers.

The third is the alerting tools where Opsgenie (which was just acquired by Atlassian), xMatters or PagerDuty can be used as tools for pushing information out to those that need information about the incident, whether or not that is due to them being a resolver of the issue or them being a manager so that they can get ahead of any business issues that may arise from the incident.


The Framework

Jira Ops is only delivered as a cloud service, the framework is easily familiar for any user of any other Jira/Bitbucket Cloud product from Atlassian. The “Bento” framework is divided into four main sections.


In the first section (top left) we have the incident information and any relation to other issues, these issues can be from any project in Jira Software and Servicedesk. In the Second Section (bottom left) we have a timeline with comments and updates to the issue.

On the right side we start with the top section where we have status and persons involved on top and integrations with other service on the bottom.


Final thoughts and Place in Portfolio

My initial thoughts when seeing the first presentation of Jira Ops was to think of this as a scaled down version of Jira Service Desk which would be interesting on the basis of price versus scale of operation to use it in.

But the more I look at it, I started to look at it from a framework of low volume/high volume and collaboration (team) versus communication (client). I created a quick matrix with the competing portfolio software.


So the main takeaway of this in my view, is that there is a unique position for Jira Ops that resides within the Low Volume / High Collaboration frame. The question then becomes what specific tasks that would be greatly improved by using that part.


The processes that I would start to look at would be:

  • Major Incidents Process, those that requires an all hands on deck approach
  • Problem process, where multiple people, organisations, teams need to collaborate to create a new solution which solves the root cause instead of the incident.
  • Client with low overall number of incidents in total (service desks of 1-10 people total) and no division of labor in resolver groups.

We look forward to seeing whether or not our assumptions are correct and seeing actual use cases appear when we go forward with this new addition to the Atlassian portfolio.


//Krister Broman

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