PROVEN EA LTD

Jira Management as a Service (MaaS) at Secret

Our Jira MaaS at S service covers all aspects of managing Jira, Confluence and related Atlassian systems in Secret environments. It is designed to help organisations make best use of these tools without investing heavily up front in administration and support capabilities.

Features

• Detailed Scoping
• Hosting and Setup
• Licensing Advice
• Configuration
• Migration from third party systems
• Training
• Maintenance (system, data backup, functional and training)
• Suitable for environments classified at Secret

Benefits

• Benefit from 20+ years' experience of Jira administration and optimisation
• Helps generate value faster by focusing on what matters
• Helps improve performance by enabling data-guided continuous improvement
• Increases visibility of progress and backlogs
• Improves accuracy of forecasting and roadmaps
• Makes problems visible early, so they can be mitigated promptly
• Increases team happiness by supporting how they want to work
• Increases tooling RoI by optimising its usage
• Supports complex product structures without expensive Jira Align

£515 a unit a day

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at accounts@provenea.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

310945607487745

Contact

Accounts Team
0300 180 0181
accounts@provenea.com

Planning

• Planning service: Yes
• How the planning service works: We combine our Jira, Confluence and related system skills with broad enterprise agility consultancy experience. We begin each engagement with an analysis of existing ways of working, how tooling could best be applied to support that, and what support capabilities you already have. Where you already have Jira and related systems in place, we will also work with you to understand how they are currently used.; ; We will use this information to plan the deployment based on the number of teams and specific requirements, and the level of user and administrative training you want to take on. Each customer has different needs and our expertise will help ensure a smooth transition.; ; In addition, using the data Jira provides, and what we observe, our agile consultants can work with you and your teams to optimise their ways of working.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: We offer training at both administrator and user levels, targeted to your specific needs, for Jira and all related systems.; ; We firmly believe that the best support starts with having people locally who understand both the business context and tooling in depth, and our training reflects this. However, we also understand that this is not always practical and we will tailor or training to support your needs.; ; We use both Atlassian University materials and those we have created ourselves (many clients prefer ours) to give your personnel the confidence to work with and administer Jira and related tools to the level that is appropriate for you. This will initially be handled in group sessions in person or remotely, with train-the-trainer options and a range of video courses available. We can also produce custom videos for your teams using your system to show specific functionality.; ; We also believe that training should be ongoing. To support this, we offer setting up and supporting local centres of excellence and other communities of practice as part of the service.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: The first step with any migration is to understand how you currently work and what data, if any, you want to import from existing systems. Working with existing suppliers as necessary, we plan how to extract, transform and use that data, and agree a migration plan with you.; ; We then run a series of preliminary migrations into the new tooling, working iteratively with you to optimise the results. Where a like-for-like migration is not possible, we will advise on options and mitigations to give the best possible results.; ; The last step is to remove test data from the new environment and run the full extract, transform and import process with the finalised set of data.; ; You can then decommission the old service(s) at your convenience.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We build quality on from the start, working iteratively to ensure each step meets your expectations before moving on. We begin with the broad use cases for your different personas, refining them and adding new ones in subsequent iterations.; ; We use a test-driven approach, writing test cases that must be passed and then configuring the system to pass those tests. Jira and related tools are a web-based systems, suitable for test automation using Selenium, Puppeteer or similar. In each subsequent iteration, we can re-run all or some of these tests to ensure previous functionality is still working.; ; Where possible, we pair with your team members through test validation so we can pick up on imperfections and improvements before making each change live.; ; In parallel with this, we also ensure all dashboards, reports and documentation we provide accurately reflects the current state of system boards.; ; Work-management tools generally have relatively low numbers of users and transactions (compared with, say, financial systems). Different loads can be readily simulated by extending a selection of automated key journey tests with various load runner applications such as JMeter or Locust, depending on the environment.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Jira maintenance covers running and maintaining Jira and related systems in normal, or business-as-usual, operations. Maintenance activities fall into four categories: System Maintenance, Data Backup Maintenance, Functional Maintenance and Training Maintenance.; ; We offer multi-channel support through our cloud hosted Jira Service Management (JSM) Premium, at both administrator and user level.; • Administrator / System: we will tailor this to your specific needs. We can act as "the expert in the background", mentoring and advising your admin team, through increasingly hands-on support to full user access management and system level maintenance. Where we arrange hosting for you, the support level will necessarily be at full system level.; • User (Management and Team): we can offer first and/or second line support to your users depending on the skill level and capacity of your local administrators and centres of excellence. This covers team members using Jira, Confluence and related tools to manage their work as well as leadership using dashboards and reports to monitor it.

Service scope

• Service constraints: The Secret version of our Jira MaaS service is designed for instances of Jira, Confluence and other tools that have been deployed on local servers or private cloud, including Secret regions of MS Azure. ; ; We will require sufficient administrative access to install and manage Jira, or access to client personnel we can work with.; ; We will also need sufficient access to Jira on a day to day basis, in accordance with the services procured.; ; We will detail both in the initial "Detailed Scoping" phase of the engagement.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The nature of the support offering will vary depending on user need. Typically we offer a two hour initial response SLA in normal UK business hours. This service level can be increased or decreased as necessary (including weekend or out of hours cover) subject to revised costs.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Atlassian Accessibility QA team performed an accessibility audit for the Jira Service Management website.; Evaluation Methods Used The WCAG-EM was used to select a representative sample of pages (including modal dialogs) to perform the audit.
• Support levels: We offer multi-channel support at both administrator and user level. ; ; Our standard support is over three channels provided by our ITSM system:; Self-service, via our ITSM portal app; Virtual Agent and Email.; ; First line support will attempt to resolve issues immediately where possible. Where immediate resolution is not possible, they will identify the appropriate second line team (possibly our own maintenance team or Atlassian, depending on the options selected), forward it to them and manage the incident through its life.; ; Our Service Management System has a guaranteed uptime of 99.9% and out standard support working hours are 9am – 5pm on normal working days (typically Monday to Friday except English bank holidays).; ; Our standard support SLA is four working hours initial response from the time an incident is reported on the Service Management System. This is priced according to the size of the installation and the type of support required - this is detailed in the Service Pricing document.; ; Our telephone response SLA is to answer all calls within 2 minutes, or return calls we cannot answer within 30 minutes in working hours (9am-5pm on normal UK business days). This is priced at 20% over the Standard Support cost.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Atlassian

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We are committed to reducing our environmental impact and continually improving our environmental performance as an integral part of our business strategy and operating methods. We will encourage customers, suppliers and other stakeholders to do the same.; ; We are aiming for fully sustainable operations: so far, our office uses solar power, which meets all our power needs for approximately half the year.; ; Our full Environmental Policy is available on our website, at https://thepeakconsultancy.co.uk/environmental-policy

  Tackling economic inequality

  As a supplier committed to promoting equality and diversity, we recognize the importance of addressing the disability employment gap and tackling workforce inequality within our operations. We are dedicated to creating an inclusive workplace where everyone, regardless of their background or abilities, has equal opportunities to thrive.; ; We also understand the importance of influencing our staff, suppliers, customers, and communities to support disabled individuals. Through the delivery of our contracts, we promote awareness and understanding of disability issues, advocate for inclusive practices, and actively engage with stakeholders to foster a culture of support and inclusion.; ; Moreover, we are committed to addressing the risks of modern slavery in the delivery of our contracts, including within our supply chain. We have robust policies and procedures in place to identify and mitigate these risks, including supplier assessments, due diligence processes, and regular audits. By taking a proactive stance against modern slavery, we uphold our commitment to ethical and responsible business practices. Our full Modern Slavery and Human Trafficking Statement is available on our website, at https://thepeakconsultancy.co.uk/modern-slavery.; ; In summary, our approach to reducing the disability employment gap and tackling workforce inequality is rooted in our core values of equality, diversity, and inclusion. We are dedicated to creating a more equitable and inclusive workplace and making a positive impact on society as a whole.

  Equal opportunity

  We are committed to equal opportunities for all staff and applicants. It is our policy that all employment decisions are based on merit and the legitimate business needs of the organisation. ; ; Feedback tells us that we have so far succeeded in our intention to enable all our staff to work in an environment which allows them to fulfil their potential without fear of discrimination, harassment or victimisation.; ; Our full Equal Opportunities Policy is available on our website, at https://thepeakconsultancy.co.uk/equal-opportunities-policy

  Wellbeing

  As a supplier committed to enhancing social value, we prioritise the health and wellbeing of our workforce as well as fostering community integration. We understand the importance of supporting physical and mental health within our workforce, which is why we have implemented various initiatives to promote wellbeing.; ; Our approach to improving health and wellbeing encompasses several key actions. Firstly, we provide comprehensive health benefits and resources to our employees, including access to mental health support services, fitness programs, and wellness workshops. Additionally, we actively encourage a healthy work-life balance through flexible working arrangements and initiatives promoting stress reduction and mindfulness.; ; Moreover, we recognize the impact our operations can have on the wider community and strive to positively influence stakeholders beyond our immediate workforce. We actively consider and promote sustainable practices in our coaching and consulting engagements, and we engage with suppliers and customers generally to raise awareness of health and wellbeing issues. ; ; In terms of community integration, we believe in the power of collaboration and co-design. We actively involve users and communities in shaping and delivering our contracts, ensuring that their needs and perspectives are considered every step of the way. By fostering strong relationships with local stakeholders, we contribute to building more cohesive and inclusive communities.; ; We are also active in the wider community, leading and sponsoring events such as the monthly Lean Agile Manchester (https://www.linkedin.com/company/lean-agile-manchester) to foster co-learning and give networking opportunities to our members.; ; Through our commitment to staff wellbeing and community integration, we aim to create a positive impact that extends beyond the confines of our contracts. Our dedication to ongoing improvement demonstrates our genuine commitment to social value and our ability to deliver on these objectives effectively.

Pricing

• Price: £515 a unit a day
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at accounts@provenea.com. Tell them what format you need. It will help if you say what assistive technology you use.