Streamlining Support and Development Activities Across the Distinct Support Groups of the ALBA Synchrotron with the Implementation of a New Service Management System

Martin, Malysa; Burgos, Alfonso; Colldelram, Carles; Cuní, Guifre; Fernández-Carreiras, David; Fraga, Edmundo; GarcÃ­a LÃ³pez, GastÃ³n; Matilla, Oscar; PÃ©rez Font, Antoni; Salvat, Daniel

doi:10.18429/JACoW-ICALEPCS2017-TUMPL02

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RIS citation export for TUMPL02: Streamlining Support and Development Activities Across the Distinct Support Groups of the ALBA Synchrotron with the Implementation of a New Service Management System

TY - CONF
AU - Martin, M.
AU - Burgos, A.
AU - Colldelram, C.
AU - Cuní, G.
AU - Fernández-Carreiras, D.
AU - Fraga, E.
AU - GarcÃa LÃ³pez, G.
AU - Matilla, O.
AU - PÃ©rez Font, A.
AU - Salvat, D.
ED - Schaa, Volker RW
ED - Costa, Isidre
ED - FernÃ¡ndez, David
ED - Matilla, Ãscar
TI - Streamlining Support and Development Activities Across the Distinct Support Groups of the ALBA Synchrotron with the Implementation of a New Service Management System
J2 - Proc. of ICALEPCS2017, Barcelona, Spain, 8-13 October 2017
C1 - Barcelona, Spain
T2 - International Conference on Accelerator and Large Experimental Control Systems
T3 - 16
LA - english
AB - The MIS section in the Computing division at ALBA Synchrotron designs and supports management information systems. This paper describes the streamlining of the work of 12 support groups into a single customer portal and issue management system. Prior to the change, ALBA was using five different ticket systems. To improve coordination, we searched tools able to support ITIL Service Management, as well as PRINCE2 and Agile Project Management. Within market solutions, JIRA, with its agile boards, calendars, SLAs and service desks, was the only solution with a seamless integration of both. Support teams took the opportunity to redesign their service portfolio and management processes. Through the UX design, JIRA has proved to be a flexible solution to customize forms, workflows, permissions and notifications on the fly, creating a virtuous cycle of rapid improvements, a rewarding co-design experience which results in highly fitting solutions and fast adoption. Team, project and service managers now use a single system to track requests in a timely manner, view trends, and get a consolidated view of efforts invested in the different beamlines and accelerators.
PB - JACoW
CP - Geneva, Switzerland
SP - 298
EP - 303
KW - ion
KW - controls
KW - software
KW - electron
KW - project-management
DA - 2018/01
PY - 2018
SN - 978-3-95450-193-9
DO - 10.18429/JACoW-ICALEPCS2017-TUMPL02
UR - http://jacow.org/icalepcs2017/papers/tumpl02.pdf
ER -