Jira + confluence + bitbucket

middle-sized business
(Mittelständisches Unternehmen)
Setup, Configuration and Administration of the Atlassian Software Stack

case study: Change Management Admin


  • Industry: Retailer
  • Type: Mid-sized Business
  • Service: Change Management Admin
  • Projects: 10+
  • External Agency: Yes
  • Location: Frankfurt + Distributed


  • Midsize European company
  • Use of Jira, Jira Service Desk, Confluence and Bitbucket
  • Multiple project and help desk requirements channel through Jira
  • Use of standard Jira (without workflows’ modifications)
  • The Atlassian products were totally open (lack of security)
  • Lack of an access concept to 3rd party vendors


  • Completely different expectations (Due Date vs. Features)
  • Not sure if an Agile method was used, even though the vendors said it was.
  • Huge delays in the deliverables
  • Lack of prioritization and triaging capabilities
  • Lack of understanding between projects and services (ITIL)


  • No Change Management Best Practices
  • Lack of Change Management know-how
  • Lack of Atlassian’s Products Know-how
  • Misconceptions about Scrum in an Atlassian Context
  • Over-complicating a simple setup for the size of the business (scrum of scrums an overkill)


  • Configuration of Atlassian Products, including Jira, Jira Service, Confluence and Bitbucket
  • Set up of an improved Change Management process
  • Setup of of Workflows, Issues
  • Setup of Security Schemas
  • Setup of User and Groups
  • Setup of Third Party Apps
  • Customization of Screens, Triggers, etc.
  • Setup of Dasboards


  • Efficient Workflow
  • Developers could better understand the Boards
  • Single source of truth due to unique Dashboard with agreed KPIs
  • Huge savings as no more manual reports needed to be prepared. All is now automatic.
  • Clarity in the managing of projects vs. help desk services.