Process Monitoring for Jira: the mirror that shows what your processes really look like

Process Monitoring for Jira: the mirror that shows what your processes really look like

Imagine discovering that over 63% of your support tickets require more than two handovers before resolution, or that 89% of cases are closed with a secondary end state. Many teams believe their Jira workflows are optimized, but is your team really as efficient as you think? Hidden bottlenecks and process variations often tell a different story. These inefficiencies can lead to longer turnaround times, wasted resources, and decreased customer satisfaction.

Process Monitoring for Jira is a new solution by Sngular that has been just launched to the Atlassian Marketplace. Here’s what makes it unique:

• It provides a data-driven approach to understanding and optimizing your Jira processes, based on reconstructing the entire history of every work item in your process,

• It transforms data into actionable insights, helping you identify and address inefficiencies you never knew existed.

What is a partner solution doing in the Atlassian Marketplace?

PMfJ is part of a new initiative by Atlassian: the Australian software company has changed its sales approach, encouraging its partner network to create solutions tailored to specific industry needs. Atlassian will evaluate these solutions and approve those that have a unique value proposition and are solving customer challenges nobody else is addressing.

This is the way I think about these solutions: they’re services as a product. I don’t know if SaaP is a coined term (probably not given that it’s too similar to a known German software maker), but that’s what essentially we are looking at.

Solutions sold through the Marketplace have a global audience, reaching the kind of scale that justifies creating a complex service product that can be sold and implemented repeatedly.

What’s unique about Process Monitoring for Jira?

Process Monitoring for Jira is among the very first solutions to be approved by Atlassian, so it’s difficult to compare it to what the landscape will look like as more partners get their proposals listed. However, from what we’ve seen so far we anticipate most other partner solutions to be tailored to a specific industry (like automotive) or corporate niche (compliance is a big topic right now).

Process Monitoring, on the contrary, is industry agnostic and deeply embedded within the platform itself: it applies a kaizen philosophy of constant improvement to the core engine of Jira: workflows and processes.

Virtually any organization using Jira for core business processes and above a certain size can benefit from it, particularly if they have a large Jira Service Management team and complex processes.

When organizations start monitoring their processes they discover a new way of looking inside. For the first time ever, they can see, read and understand their entire past. Every delayed ticket, every reworked item, every step aside of the official process, every ping pong game is reported.

Customers that start consuming and acting upon historic process data get hooked to it, because it’s the most scientific way to be faster.

Find out more about Process Monitoring in the Atlassian Marketplace!

Benchmarks of Process Monitoring customers

We have already successfully implemented several Process Monitoring projects with customers in the Spanish market, so it’s not too adventurous to share the benefits they’ve seen in key business areas:

• High Velocity Teams: Achieve up to 25% faster ticket resolution and 10-15% operational cost reductions. One customer saw a 37% decrease in resolution times.

• Risk and Compliance: 40-60% reduction in non-compliant process instances and a 20-30% decrease in audit preparation times.

• Improved Customer Satisfaction: One customer saw their CSAT score rise from 6.8 to 8.3/10.

Our unique approach to Process Mining

At the core of our solution is a Forge app that our consultants install in the customer’s instance. The app extracts every event in the logs and uses proprietary algorithms to rebuild the history of each work item, identify process variants, and give a comprehensive picture of what collaboration actually looks like.

The app extracts the data that is then used by our consultants to build monthly reports, including the key metrics, insights, and recommendations. In fact, the solution is much more than the app, as it includes:

• Monthly or weekly snapshots of your Jira event logs.

• Detailed Confluence reports with key metrics, process path summaries, and visual comparisons of designed vs. actual processes.

• Expert analysis and recommendations from Sngular's solution experts.

• Customized Rovo agents and workflows to share insights with your team.

Our design is extremely flexible and adaptable to meet you where you are in your maturity, ensuring a solution that fits your unique needs.

How long does it take to shake up a complex process?

Customers don’t usually know what to expect from this type of project. That’s why I’d like to share the approach that we follow in a typical engagement:

1.Onboarding meeting: We look at your goals and challenges, select a pilot process and set expectations.

2.Data QA: The initial phase of about 3 months is dedicated to improving data quality, making sure the insights we generate are accurate and reliable. Since most instances aren’t designed for creating meaningful traces, this step includes adapting and evolving customer configurations until we can capture the right data.

3.Guided Monitoring: At the beginning of this phase, the reports are already accurate and complete. The customer understand what’s holding them back, and our consultants help design practical remediation strategies. By the end of this phase, we’re looking at a healthier project and we’re ready to move on and scale the initiative.

4.Empowerment and Self-Sufficiency: The goal is to empower your team to become self-sufficient in process optimization. As your team's expertise grows, our involvement can transition to a more advisory role.

How do we build solutions at Sngular?

Innovating is hard. It’s risky, it’s uncertain, and you never know what will work.

But there are certain things that are helping us build a strong culture of solution design at Sngular’s Atlassian Business Unit:

• First, we have a strong record of past customer projects where we look for patterns and implementations that have similar traits.

• We double check those solutions with their market potential: is it the right industry, the right type of customer? Are we solving any core regulatory requirements? Is there potential to expand the Atlassian footprint by engaging with additional teams?

• If everything looks right, our solution architects build the prototype. When choosing Marketplace Apps as ingredients of the solution, we rely on our partnership with leading app vendors like Appfire, Elements, HYCU, or Xray.

We are actively building a portfolio of solutions that will contribute to transform the way Atlassian customers build their own system of work. With wall-to-wall teams collaborating on the Atlassian platform, aligning their work on shared goals… and improving their process every month! Shall we talk?