We needed to make the change, really for continuity’s sake. We had moved our work management into Jira software the year prior, mainly for product team work or initiatives, but our incidents and service requests lived elsewhere.
The setup was quite complicated both internally for our users, but then also externally for our end users across the organisation. It became something we had to work around, versus being part of what made us efficient.
When it was originally implemented, we put a lot of customisations in there which made it difficult to have it be malleable as our processes changed.
Because intentional training time was built in, allowing us to watch over the shoulders and learn from Adaptavist’s experts when it came time for us to add our first new form for a new process internally—a new workflow, a new schema—it went so smoothly. We had all that knowledge for how to be able to make this tool work best for us.
The Adaptavist team was just brilliant. From a technical perspective, they made sure that our design decisions were really clear, really consistent, and didn’t leave us with tech debt.
I mean, I can’t sing their praises enough. They were very clear in explaining, they were very patient with us whilst we conferred with our internal stakeholders, and they were a great partner through all of that.
