Much of our work for our clients is about security and privacy. It is confidential and we cannot directly talk about what we do. This case history for a Federal Government Agency is one of those projects.

Challenge

‘The Federal Government Agency’ was confronted with the complex task of enhancing their asset management system. The goal was to improve the handling of service requests, streamline policy and system support, and introduce an automated maintenance scheduling system. The system also needed to provide detailed reporting to effectively track these processes.

Action

Togetha was selected for their expertise in aligning with Atlassian best practices and their strong partnership model. The team embarked on a comprehensive solution development, adhering to Atlassian’s recommended methodologies to ensure a scalable, efficient, and secure implementation.

Togetha worked with the Agency’s team to undertake a discovery phase over three months, for confirming how the Atlassian products could meet the requirements, defined in a high-level design that included infrastructure design and requirements mapped to application functionality (high-level solution design):

• Crowd: A centralised identity management tool by Atlassian that simplifies user authentication and authorisation for web applications and services. Crowd was integral to ensuring secure access control across the solution's components
• Confluence: Confluence was used to document the high-level solution design, including infrastructure requirements and application functionality. It facilitated seamless knowledge sharing and collaboration among the project teams
• Jira Service Management: A robust platform for incident and change management processes. Jira Service Management enabled efficient tracking of user requests, incidents, problems, and changes, aligning with operational requirements for asset management
  

‘The Agency’ defined the operational change requirements and managed the transition of users, while the IaaS Partner provided the infrastructure and managed incident and change processes to create a seamless asset management experience, complemented by custom development, system testing, and extensive training materials, created in partnership across the teams.

Training of the agency was undertaken on the Atlassian Products, with training guides and videos created. Togetha Group and our partners provide ongoing support- incident management, change, environment management, testing, and production upgrades.

Result

The collaboration led to the development of "The Solution," a comprehensive system that empowered "The Agency" to effectively manage assets across more than 300 sites, serving around 12,000 users. This robust system streamlined various operations such as service request management, policy and system support, asset registration along with maintenance scheduling, automated maintenance requests based on asset type (e.g., monthly, annually), and in-depth reporting. Togetha's commitment to continuous support guarantees the system's dependability and its adaptability to meet "The Agency’s" dynamic needs including:

• Creation and update of service requests (whether linked to assets or not)
  

• Assistance with policy and system inquiries
  

• Registration of new site assets complete with their maintenance schedules
  

• Automated initiation of maintenance requests depending on the asset type
  

• Comprehensive reporting capabilities

In terms of ongoing support following implementation, Togetha Group offers an array of critical services:

• Monthly reporting designed for optimal transparency
  

• Rigorous testing of backup systems and disaster recovery protocols in partnership with the Infrastructure as a Service (IaaS) provider
  

• Management of upgrade cycles which includes both forecasting future needs and emergency application patching alongside IaaS providers
  

• Prompt response to incidents and service requests ensuring minimum disruption
  

• Addressing enhancement requirements through mini projects that encompass requirement analysis, design configuration testing, and deployment for continuous improvement

Stay tuned

Stay tuned for more case histories competed by Togetha Group!

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