Atlassian Support & Governance

How transformation leaders can reduce drag and innovate at speed.

Teams are the driving force for business growth. By empowering your teams to do their best work, there is no limit to what your organization can achieve.

With that in mind, hundreds of thousands of organizations like yours have adopted Atlassian products to boost team productivity and innovation. They understand that the right software, paired with the right processes, is the key to becoming more efficient, more collaborative, and more innovative in today’s constantly evolving competitive landscape.

However, with great power comes great responsibility. Your role as a transformation leader doesn’t stop at rolling out new technology. If you don’t take the right steps to support and govern Atlassian systems, they can quickly become barriers to innovation. The larger your organization is, the more you need to fine-tune your Jira, Confluence, and other Atlassian tools.

Below, you will learn about the critical role of Atlassian support and governance as the enabling factors for business growth.

Atlassian Support: The Innovation Catalyst

Atlassian systems are at the heart of many digital transformation initiatives. They are mission-critical investments, enabling businesses to innovate and collaborate at the speed demanded by today’s markets.

Innovation leaders understand that it’s not good enough to just deploy the software and run it as-is. They’re constantly looking for ways to accelerate innovation by automating workflows, fine-tuning performance through advanced reporting, and advance organizational agility by scaling the tools across teams.

You can do some pretty amazing things with Atlassian software.

But before you can get to the next level, you first need to master the level you’re on. This is where a lot of businesses get stuck. They frequently lack the internal expertise or resources to support the tools they have in place. From health checks and upgrades to governance and beyond, Atlassian systems require regular, strategic administration to operate at their best and ensure that they’re ready to support more complex environments for innovation.

Common Growing Pains with Atlassian Software

Reduced Agility
Reduced Agility

The major challenge is that when Atlassian tools are not well supported, they become barriers to innovation and organizational agility. Workflows are inefficient. Systems lag, and drag down productivity. And digital transformation initiatives are blocked by IT resources that are either unavailable or deficient in expertise.

Costly Downtime
Costly Downtime

Inadequate support not only means things systems go down more often; it can also mean that they go down for longer. Maybe your support is good enough that you don’t experience downtime very often, but what we’ve seen is that when it happens, it can be a huge mess if the support wasn’t in place ahead of time.

Performance And Scaling Challenges
Performance And Scaling Challenges

To successfully deploy Atlassian tools, you need more than just IT resources. From onboarding users, configuring the software for departmental usage, to scaling the software, every decision made must ensure standardization. This can be challenging if things aren’t organized well at the project level. Governance over Jira, Confluence, and other Atlassian apps is critical to support enterprise growth.

The organizing principle for an era of interconnected knowledge, trust, and credibility.

As a leader, it pays to be proactive when it comes to supporting Atlassian systems. Below, we outline the most important support areas, identify common issues to be aware of, and describe best practices for optimizing your Atlassian tools.

Atlassian Licensing:
Optimizing Your Investment

To support your organization’s agility with Atlassian, it’s crucial that you choose the right software deployment options at the beginning. As you scale Atlassian across the organization, it becomes even more important to develop a unified, strategic approach to license management.

Atlassian’s approach to licensing is extremely flexible. One of the key benefits that you’ll get is the free product evaluation. Furthermore, you don’t have to worry about making a permanent commitment to a selected software license. With strategic license management, you can easily upgrade or downgrade your Atlassian instances to fit your organization’s needs.

However, such flexibility adds to the procurement complexity.

One thing to keep in mind, managing multiple Atlassian deployments means managing separate product licenses, not to mention your Marketplace apps. It can be challenging to keep everything under control, including software validation periods, their compatibility for scale, and the number of active and inactive users.

Licensing costs also quickly add up as Atlassian software extends across teams. It’s not uncommon for separate teams to have their own licenses for Atlassian software, choose different deployment options, or to run different apps that basically do the same thing. With a unified approach for managing licenses across the organization, you may be able to consolidate licenses and applications to save costs and improve scalability.

Next step. Read our expert guide to Atlassian License Management and how 6kites can help you take control of your Atlassian licensing.

Atlassian Governance:
Unified Deployment for Growth at Scale

By standardizing workflows and configurations within your Atlassian instance, your admins will have the power to manage every moving part and respond to new requests efficiently.

But why is Atlassian governance critical to your transformation success?

The majority of enterprises that we’ve worked with constantly look for ways to enhance Atlassian capabilities. From scripting to Marketplace apps, they can overwhelm their systems with customizations. This can be a problem if there isn’t a clear strategy and well-defined policies in place to govern their choices, leading to workflow inefficiencies, reporting difficulties, unnecessary licensing and maintenance costs, and a host of performance and scalability issues.

Building internal governance is essential to ensure that your Atlassian tools meet your organizational objectives, while still giving authority and autonomy to your teams. Most importantly, you can control how different user roles interact with the systems to avoid misuse of software and data.

At the ground level, you need a governance team that consists of the following user groups:

  • Team members or end users
  • System-level administrators
  • Application-level administrators
  • Senior managers or stakeholders

Our approach is to assess your organization structure and understand your business needs to determine the applications, add-ons, and user tier required. From there, you will have a big-picture view of the Atlassian ecosystem and be able to assign dedicated administrative support to every function.

When it comes to implementation, you need Atlassian certified experts to align and govern system customizations. Our team will work together with your user groups to define the right workflows between teams, and then, evaluate requests regarding system configuration. For example, when a user wants to add a new custom field or install a Marketplace app, we act as your system-level admin to make sure those changes are beneficial and won’t affect other teams.

Note that you should start with streamlining your current processes, only then can you map them to the tools you are using. You can discuss with teams to agree on the optimum Jira workflow that adapts with their culture and your organization’s internal policies. Also, don’t forget to control the number of workflows to avoid all kinds of reporting headaches.

Routine Health Check:
Monitor and Optimize Performance

One of the most important, yet often neglected, parts of building a high-performing Atlassian system is to conduct a routine health check.

When you are so focused on innovation, it can be easy to neglect the health of your innovation systems.

Keeping Atlassian tools running at their best takes time and resources, which many teams lack. These teams will often let routine maintenance and performance optimization sit on the backburner until things start to break. And, as they say, an ounce of prevention is worth a pound of cure.

Noticed system slowdown, data points missing, and repeated errors with your applications? These issues can be a constant drag on your team’s productivity and even worse, if not addressed, they can snowball into bigger issues.

Atlassian recommends a routine health check not just to prevent breakdown, but also to optimize your system’s performance. This includes getting your system ready for important upgrades as and when required. Your teams will also be able to carry out work smoothly, even at peak times.

When you perform regular health checks of your Atlassian systems, you’ll be able to spend less time dealing with problems and more time focusing on innovation.

Many organizations like yours struggle to allocate adequate resources to managing the systems and infrastructure. As users and usage grows, they may find themselves needing full-time support personnel who can run upgrades on schedule, read release notes, evaluate database environments, and handle all the other things it takes to keep their systems running at their best. Outsourcing this work to a Solution Partner is often more cost-effective, while also giving you access to world-class expertise.

Atlassian Upgrades:
Embrace Next-Gen Jira and Confluence

Modern teams depend on Atlassian software to innovate and collaborate, but many of them struggle to stay on top of upgrades.

This is unfortunate. Not only because Atlassian is constantly improving its software to empower teams to innovate better, but also because it can expose your systems to vulnerabilities (slow performance, bugs and security risks).

Falling behind on upgrades makes it much more difficult when you finally do decide to upgrade. For instance, if you’re still running Jira 6, you are two platforms releases behind. To upgrade to Jira 8, you now have to go read all of the release notes in between, and perform a more complex upgrade path as opposed to regular upgrades.

To keep pace with the constant growth of your user base, reduce bugs and ensure system security, it’s critical to keep your software up to date.

But before jumping into your upgrade, make sure that you have conducted a system health check and determined an upgrade path that best suits your instances.

In the following guides, we drill down into the components of planning and preparing for Jira 8, as well as Confluence 6 upgrades. Check them out now:

Best Practices for Supporting Mission-Critical Atlassian Systems

Get the ebook for more expert tips and best practices

As a platform designed for team collaboration and efficient workflow management, Atlassian is the backbone of innovation. You can’t afford to compromise the system’s performance, let alone ignore significant updates that could transform the way your team works (for good).

Now that you’ve learned about Atlassian support requirements, it’s time to put them in practice.

Lack of IT resources? Let the experts at 6kites take care of your Atlassian ecosystem so you can focus on your teams and innovation.

We will assess your Atlassian health and performance against your team’s growth stages to map out the best deployment and customization roadmap. Along the way, we conduct routine health checks to ensure your system is always performing at its best. You can enjoy the flexibility to scale up or scale down as you move forward, without having to worry about managing complicated licensing processes.

What are you waiting for? Get in touch with us today for Exceptional Atlassian Support and Governance, customized for your unique business requirements.

Contact us.
We want to hear from you.

  • Colorado

    2525 Arapahoe Ave, E4-408
    Boulder, CO 80302

    Tel: (720) 789-7490

  • Arizona

    2801 East Camelback Road
    Phoenix, AZ 85016

    Tel: (480) 676-3334