Is Atlassian the answer to burnout?


Is Atlassian the answer to burnout?

Burnout is a serious problem, where individuals are emotionally, physically and mentally exhausted due to a prolonged and excessive period of stress. The symptoms may vary but you may feel emotionally drained, overwhelmed, and unable to meet your responsibilities.

Research reveals that this phenomenon is prevalent in the tech industry, with more than half (57%) of those working in the sector reporting to feeling burnt out in their jobs.

When it comes to your working life, burnout can reduce your productivity. Eventually, you may begin to lose interest and motivation in your job altogether. But the negative effects of burnout can spread into every aspect of your work, home and social life.

Because of its many consequences, it’s important to deal with burnout right away and there are many different ways to reduce its effects.

Recently, we spoke with a range of professionals working in Silicon Valley about how and why they use the Atlassian suite of products and services. Many identified several pros and cons of Atlassian migration, using Jira and Atlassian’s other tools to help you manage your workload – with several mentioning how Atlassian has helped them avoid burnout.

In this post, we’re going to look at these comments in more detail and focus on the specific pros (and cons) of using Atlassian to help you reduce your stress levels in the workplace.

#1 You can prioritise and automate your workload

Have you taken on too much in your job? A recent Gallup report revealed an unmanageable workload is a top five factor leaders should focus on to reduce burnout.

This is where Atlassian and, more specifically, Jira can help you prioritise your workload and delegate your tasks across your team and your wider organisation. As Jira has grown, so has the range of tools, plugins and level of automation available to further streamline your projects.

As a result, you can take a more holistic approach to your work. Here’s how Jira can address some of the effects of burnout:

·         Stop multitasking: research reveals that multitasking decreases your effectiveness, productivity and even reduce your IQ. Jira provides a rick toolkit, where you can get an overview of each project, its deadlines and connect to other platforms (including BitBucket and GitHub) to get full traceability.

·         Focus on outcomes: Jira allows you to prioritise your work based on your long-term business goals, which can help you see the wood from the trees, as instead of focusing on a never-ending to-do list, you can break your work down into manageable chunks. You can also map the value stream for any service, product or process using, for example, your service desk to track a request through to delivery.

·         Iterate, often, using Agile and DevOps: Jira embraces the ITIL framework, encouraging Agile and DevOps approaches so your team can adapt to specific situations, focus on the customer demands, and learn from failure. By rolling out frequent, small product iterations every couple of weeks, you eradicate the stress of deploying a major release every few months. Also, the Agile and DevOps methods are people-centric, allowing you to reflect on and discuss what works well, so your team can improve and build an open and collaborative culture, which is healthier for everyone.

·         Embrace adaptability: instead of insisting every project follows the same list of strict processes, Jira allows you to adopt adaptable behaviours and practices, based on collaboration and transparency. For example, the Atlassian Team Playbook is a great resource, providing step-by-step instructions for tracking your team’s health. Using the playbook’s Health Monitor feature, you get a health baseline for your team, helping you track progress and build trust within your team. What’s more, there are plenty of customisation options available too, helping you tailor this solution to your business requirements.

A senior systems engineer said: “I love Atlassian. The tools are great […] I really like the ability to customise and the flexible options [to further streamline the project management process].”


#2 There’s plenty of support and opportunity to communicate across your organization

A lack of communication and support from management, and unreasonable time pressures are two other major causes of burnout, according to the same Gallup study.

By integrating Jira with time-tracking software, you can see how much time you are spending on specific Jira projects and tasks. This helps you understand where your time is going and effectively communicate to your manager why you may need more time on a specific job.

In short, Jira helps you build a complete picture of where your team’s time is being spent – making everything less stressful for everyone as there are no hidden surprises.

Using Atlassian’s extensive community and range of support is also ‘a great idea’ according to many of the professionals we spoke to, helping you to communicate and find a solution to whatever problem you’re facing, as one of the respondent’s states: “With the Atlassian tools and especially Jira they are so customisable. So, it is always good to have people you can reach out too. You can find a lot of information there, but having a wider team helps to bounce ideas off others too.”


#3 Get specialist help when you need it

But don’t assume that Jira is the answer to all the dangers of burnout – it is a complex condition, and, in a similar vein, the complexities of Jira could add to the effects of burnout.

According to one senior Jira administrator: “We recently implemented a new Jira Cloud instance. There is so much work to be done. I am getting burnt out. I’ve reached a stage where I am so busy just keeping the lights on, I don’t have time to just do the actual additional work. This is really draining me out. I have been asking for help.” 

This statement also touches on so many of the important points when it comes to implementing Jira, or any other Atlassian solution, at your organisation. Namely, that it’s important to get help when you need it.

This is where ClearHub can relieve the burden for so many IT professionals, by helping you find the right people to implement the processes and technologies you need to meet the demands of migration. We help businesses fill this skills gap, hiring certified contractors with a range of specialist Atlassian knowledge, including expert Jira and Confluence contractors.


In conclusion

Jira and Atlassian’s tools are vital to many leading tech firms. As one respondent said: “We have 500 people in the organisation. 100% use Jira. It is mission critical.”

If you’d like to find out more about Atlassian migration and how you could use Atlassian at your organisation to help you tackle burnout and streamline your operations, why not drop us a line?

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As Atlassian expands Jira Service Desk beyond IT teams, what does this mean for your business?


As Atlassian expands Jira Service Desk beyond IT teams, what does this mean for your business?

The digital revolution has changed the way we find the information we need and how we get help. Now, you can find out everything you need with the swipe of a smartphone, including discovering how to hire a Jira expert.

When it comes to the corporate world, the humble service desk has undergone quite the digital transformation too, helping users receive the right help in a timely manner. In fact, research reveals half of all organizations have adopted or plan to adopt a service desk, outside of their IT department.

Atlassian has jumped on this trend, extending its Jira Service Desk with a new set of templates and workflows to help a wider range of teams, outside of your IT department. In this post, we will explain what these changes are and the positive impact they could have on your business.

What is Jira Service Desk?

Jira Service Desk is an “intuitive ITIL-certified ITSM solution” – according to Atlassian’s website. In other words, it’s an online help desk where you can receive, manage, track, and resolve requests from customers using out-of-the-box ITIL best practices.

Let’s outline a typical use case for Jira Service Desk:

1.       Users send requests via an email, using an online help portal or an embedded widget on your website.

2.       Next, one of your agents works on these customer requests, tracking each issue in the queue.

3.       An issue’s progress is then setup by a workflow. This can include steps like Needs approval or In progress, for example.

4.       Jira Service Desk then organises and prioritises these requests in a central repository, and helps your team keep track with its goals and SLAs.

You can also integrate Jira Service Desk with Confluence to set up a knowledge base. This allows you to create articles for your help portal, which your customers can read before reaching out to you, saving you from answering the same requests time and time again.

As such, Jira Service Desk provides your staff and customers with a valuable information hub to get help and answers to their questions.

What’s new?

Originally, when Jira Service Desk was launched six years ago, its main focus was on providing IT support. However, over the years, other departments outside of the IT domain began to adopt Jira Service Desk.

This latest update introduces new workflows and templates for Jira Service Desk, which are purpose-built for your facilities, HR, and legal teams.

As a result, these non-IT departments no longer need to customise Jira Service Desk themselves – you can easily set up and start working with this solution.

Let’s look at some examples for each of these teams:

·         For HR, you can use Jira Service Desk to manage tasks like employee onboarding and access all HR requests from one portal.

·         For your facilities teams, you can use Jira Service Desk to accept and field maintenance requests, and request room bookings.

·         Legal teams can automate contract duties with a legal template and use pre-defined workflows to automate trivial tasks (like chasing signatures).

What’s more, all of these service desks are available together in one portal, providing your organization with full service request visibility across its different teams.

Using Service Desk for HR

Let’s look at an example of how a Human Resources professional can embrace Service Desk to provide a self-service platform for staff in their organization.

A lot of staff requests are repetitive, asking the HR department the same questions about onboarding, hiring, visa requests, employee transfers, and so on. These requests come from multiple channels, including email, chat and face-to-face conversations, and across the organisation’s global offices. The HR team responds to these requests as quickly as possible, using a range of channels.

This is not only disruptive for the HR team, who have to drop everything to respond to a request, but is also highly inefficient, as they may find themselves firing out the same responses again and again. There’s also no consistency, with different team members providing different levels of information, and there’s no cross-team visibility, making it difficult to track a specific request.

Service Desk can address all of these challenges for the HR department in question. It provides a one-stop-shop for employees to file their HR requests. If someone has a query, they just fill in a form on Service Desk. The HR team can create different forms for different types of request, such as processing new hire documents and creating offer letters, recruiting requirements, correcting staff information, people reporting, and so on. Plus, the HR department can create a repository of FAQs, reducing the number of repetitive requests.

As a result, the HR team gets full visibility. The HR manager can see what’s going on within their team, who’s working on what, how many requests are pending, monitor deadlines and, essentially, have a snapshot of everything that’s going on from one source.

That’s not all – using Service Desk, employee onboarding can be standardized, moving candidates down the pipeline with ease and, again, giving the HR department full visibility for every hire. The HR department can also easily create, publish and organise employee information, such as company updates, information on benefits and other corporate policies. All of these features can also be managed from an intuitive dashboard. So, no coding skills are required.

What next?

Whether you’re a Jira Service Desk veteran or new to the world of Atlassian’s suite of products, you need to think carefully before you make any changes to your service desks.

Research reveals that the modernisation of service systems is the biggest obstacle to delivering high-quality help desk services, closely followed by “honing the skills to manage the end-to-end customer experience”.

In other words, you need to make sure you have the right people, processes and technologies in place before you start to work with these new Jira Service Desk features – or you could do more harm than good – and there are a range of skills you’ll need to bring onboard.

At ClearHub, we help organizations find high-quality Atlassian contractors, including hire a Jira expert. We verify every professional we work with and provide a 100% satisfaction guarantee. Click here to find out more.

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