Tag Archives: Jira Service Management

Modernizing Government Workflows: Breaking Down Silos for Faster, Smarter Collaboration

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State and local government teams are under pressure to do more with less. They’re facing rising demands for digital services, growing cybersecurity threats, and shrinking budgets—but outdated systems slow them down. Siloed tools, manual processes, and limited visibility make it harder to serve communities efficiently.

So how can government teams move faster, work smarter, and improve service delivery?

From silos to seamless collaboration

Many government agencies rely on a patchwork of disconnected tools, legacy systems, and manual workflows to manage critical operations. While these systems may have worked in the past, a lack of modernization and cohesive results leads to wasted time, security risks, and high costs.

Agencies need more than just tools—they need a modern, connected way to work. By modernizing workflows and adopting agile, automated processes, they can:

  • Deliver services faster with fewer bottlenecks
  • Boost collaboration across IT, operations, and mission teams
  • Improve transparency with real-time project tracking
  • Make smarter decisions with AI-powered insights

How agencies are driving change

Government agencies are moving away from outdated, disconnected systems and adopting modern, integrated workflows to improve efficiency and service delivery. By leveraging automation, cloud-based collaboration, and agile project management, they’re breaking down silos, delivering better citizen services, and increasing productivity.

  • The California Department of Health Care Services saved $2.2M on one project  alone using Atlassian and improved delivery time by 66% with Cloud Enterprise. Read more about how they saved millions.
  • The State of Utah upgraded to Jira Software and Confluence Cloud, seeing more than 90% faster change reviews after cloud migration and completed migration 2.5 years ahead of schedule. Read more about their cost and time savings.

State and local agencies can apply these same principles to streamline processes, cut costs, and improve citizen services.

Start small, scale fast

Transforming government workflows doesn’t have to be overwhelming. Agencies can start with small, strategic changes that drive immediate impact and scale over time.

  • Identify bottlenecks. Where are delays slowing things down?
  • Automate repetitive tasks. Free teams for high-impact work.
  • Connect teams. Break down silos with transparent workflows.

Government agencies don’t need more tools—they need a smarter, integrated approach to getting work done.  

Connecting cloud solutions across an agency with Atlassian’s System of Work

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 Government teams—from California’s Department of Health Care Services to the State of Utah—are accelerating modernization by adopting multiple Atlassian cloud products across their agencies. These solutions aren’t just integrated—they’re connected in a way that creates a shared foundation for how work gets done. That foundation is Atlassian’s System of Work.

Built on the Atlassian Cloud, this System of Work connects tools, teams, and data to provide a unified context across programs and mission goals. It enables agencies to plan, track, and scale work more effectively, creating the clarity and collaboration needed to deliver better outcomes, faster.

Here’s how the Atlassian Cloud System of Work helps agencies work smarter—together:

  • Align work to goals. Ensuring every task and project is directly connected to strategic objectives enhances visibility and accountability across teams.
  • Plan and track work collaboratively. Utilizing tools like Jira enables teams to plan, track, and manage work collectively, fostering transparency and coordination.
  • Harness collective knowledge. Platforms like Confluence facilitate the sharing and organization of information, breaking down silos and promoting informed decision-making.

By adopting Atlassian’s System of Work, agencies can transition from fragmented processes to integrated workflows. With more clarity and collaboration, teams can move faster, collaborate better, and deliver exceptional services.

Ready to cut through the complexity? Learn more about Atlassian’s cloud solutions and join our April 15th webinar: Smarter Government, Faster Results: How AI & Cloud Are Transforming Citizen Services.

Carahsoft Technology Corp. is The Trusted Government IT Solutions Provider, supporting Public Sector organizations across Federal, State and Local Government agencies and Education and Healthcare markets. As the Master Government Aggregator for our vendor partners, including Atlassian, we deliver solutions for Geospatial, Cybersecurity, MultiCloud, DevSecOps, Artificial Intelligence, Customer Experience and Engagement, Open Source and more. Working with resellers, systems integrators and consultants, our sales and marketing teams provide industry leading IT products, services and training through hundreds of contract vehicles. Explore the Carahsoft Blog to learn more about the latest trends in Government technology markets and solutions, as well as Carahsoft’s ecosystem of partner thought-leaders.

Modernizing Government IT: A Case Study in JSM Implementation

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A local government entity responsible for managing IT service operations across multiple departments (including Utilities, Fire, Clerk’s Office, City Manager’s Office, Finance, HR, and more) needed to modernize its IT service management system. Their existing ITSM platform was costly, difficult to maintain, and fragmented across departments, making it inefficient to manage service operations. To streamline operations, they selected Atlassian’s Jira Service Management (JSM) as a scalable, cost-effective solution that could be rapidly deployed to support IT and departmental service needs.

ANB Technologies partnered with the government entity to implement JSM, leveraging ANB’s high-velocity accelerators to optimize processes, reduce costs, enhance delivery speed, and automate workflows.


Key Challenges:

The local government entity faced several challenges with its legacy ITSM system, including:

  • Fragmented Service Operations: Each department had its own service workflow, causing inefficiencies and inconsistencies in handling service requests.
  • High Costs: The existing system was expensive, requiring significant investment in maintenance and lengthy upgrades.
  • Difficult to Maintain and Scale: Expanding the system to support additional departments and use cases was slow and complex.
  • Manual and Inefficient Workflows: The lack of process standardization led to delays, increased workloads, and poor visibility into service requests.

Our Solution:

To address these challenges, ANB Technologies implemented JSM as a modern, centralized IT service management platform, leveraging ANB’s High-Velocity Accelerators—built on industry best practices and preconfigured JSM components—to enable rapid deployment and streamlined operations.

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  • Incident Management: Incident management processes was optimized with a structured JSM workflow for consistent issue resolution across departments. SLAs and an impact-urgency-priority matrix improved categorization, routing, and response efficiency, while automated notifications kept stakeholders informed.
  • Service Request Management: JSM implementation also included development of automated workflows of service request types across multiple departments. The implementation included workflows for IT-related requests such as software and hardware provisioning, email access, and account setup. HR processes like employee onboarding and offboarding were streamlined.
  • Self-Service Portal: A JSM based self-service portal was implemented, allowing employees to submit and track requests in real time. The portal was backed by a comprehensive knowledge base, equipping users with self-help resources to resolve common issues independently.
  • Comprehensive Knowledge Management: A centralized knowledge base in Confluence was introduced, providing end-users and service agents with structured access to troubleshooting guides, department procedures, and internal support documentation for seamless collaboration and issue resolution.
  • Asset Management: For asset tracking, JSM Asset management application was configured to manage IT and city-owned resources, including laptops, desktops, software licenses, and department-specific equipment such as vehicles and facility assets. Data relationships between users, groups, locations, and divisions were established to provide comprehensive asset visibility and lifecycle tracking.

Outcomes:

By leveraging Jira Service Management (JSM), ANB Technologies rapidly delivered a modern IT service management solution, enabling the local government entity to:

  • Empower Users with Self-Service & Knowledge Management: Employees could self-resolve issues and track their requests, reducing IT and administrative workload.
  • Reduce Costs: Transitioning to JSM eliminated costly maintenance and licensing fees, lowering overall expenses.
  • Streamline Service Operations & Reduce Resolution Times: Unified JSM incident and request workflows improved service delivery and significantly reduced resolution times.
  • Improve Transparency & Visibility: Departments gained real-time insights into service requests, incidents, and asset tracking.
  • Speed to deliver: By eliminating lengthy platform upgrades and enabling rapid development, the time to market for launching new JSM features was significantly reduced.

Conclusion

By implementing Jira Service Management (JSM), ANB Technologies enabled the local government entity to replace its costly, fragmented, and difficult-to-maintain system with a centralized, scalable solution. The rapidly deployed JSM platform streamlined workflows across departments, reduced operational costs, improved service efficiency, and enhanced visibility—ensuring long-term success.


Join Atlassian, ANB Technologies, and Carahsoft during our webinar on March 18, 2025 to learn more about this use case and implementing Jira Service Management into your agency.


Carahsoft Technology Corp. is The Trusted Government IT Solutions Provider, supporting Public Sector organizations across Federal, State and Local Government agencies and Education and Healthcare markets. As the Master Government Aggregator for our vendor partners, including Atlassian, we deliver solutions for Geospatial, Cybersecurity, MultiCloud, DevSecOps, Artificial Intelligence, Customer Experience and Engagement, Open Source and more. Working with resellers, systems integrators and consultants, our sales and marketing teams provide industry leading IT products, services and training through hundreds of contract vehicles. Explore the Carahsoft Blog to learn more about the latest trends in Government technology markets and solutions, as well as Carahsoft’s ecosystem of partner thought-leaders.

Why Now is the Time for Government Agencies to Switch to Jira Service Management

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The demands on government agencies are increasing. Citizens expect faster, more efficient services, and agencies are under pressure to modernize their operations and reduce costs. At the same time, legacy IT service management (ITSM) systems are struggling to keep up with the demands of the digital age.

That’s why now is the time for government agencies to switch to Jira Service Management (JSM). JSM is a modern, flexible, and cost-effective ITSM solution that can help agencies improve their service delivery, increase efficiency, and save money.


The Complete ITSM Solution for Government: Cost-Effective, User-Friendly, and Secure

Here are just a few of the reasons why JSM is the right choice for government agencies:

  • Cost-effective: A Forrester Total Economic Impact™ (TEI) study found that organizations using Jira Service Management realized a 277% ROI over three years, with a payback period of less than six months. The study also found that JSM can help organizations save $2.1 million by retiring their previous service management solution. JSM is more affordable than legacy ITSM solutions like ServiceNow, which can be complex and require expensive add-ons. JSM’s transparent pricing model means you’ll know exactly what you’re paying for, with no hidden fees or gotchas.  
  • Easy to use: JSM is user-friendly and easy to implement, even for non-technical users. Your team can be up and running quickly, without the need for extensive training.  
  • Flexible: JSM can be customized to meet the specific needs of your agency. You can easily create new workflows, add new features, and integrate with other systems.
  • Scalable: JSM can grow with your agency. Whether you’re a small team or a large organization, JSM can handle your needs.  
  • Secure: JSM is a secure platform that meets the stringent requirements of government agencies.


The Complete Solution for Modern Government: JSM’s Feature-Rich Platform

JSM also offers several features that are particularly beneficial for government agencies, such as:

  • Collaboration: JSM’s unified platform allows for seamless collaboration between IT teams and other business units. This can help to improve communication and coordination and speed up service delivery.  
  • Citizen Service Desk: JSM’s Citizen Service Desk provides a user-friendly portal for citizens to submit requests and track their progress. This can help to improve citizen satisfaction and engagement.
  • ITIL Compliance: JSM is fully compliant with the ITIL framework, the industry standard for ITSM best practices. This can help agencies to improve their IT service management processes.


Ensure Mission Success: Secure Your Agency’s Future with JSM

In addition to the benefits listed above, switching to JSM can also help government agencies to:

  • Future-proof their IT infrastructure: JSM is a cloud-based solution that is always up to date. This means you’ll always have access to the latest features and security updates.  
  • Improve their agility: JSM’s flexible and scalable platform can help agencies to adapt to change quickly and easily.
  • Reduce their total cost of ownership: JSM can help agencies save money on IT costs by reducing the need for expensive hardware and software.


The Future of Government Service Delivery is Here: Embrace it with JSM

The time for government agencies to embrace the future of IT service management is now. Legacy systems are no longer sufficient in meeting the evolving needs of citizens and the demands of a rapidly changing technological landscape. Jira Service Management offers a compelling solution to these challenges, providing a modern, flexible, and cost-effective platform for enhanced service delivery.

By switching to JSM, government agencies can unlock a world of possibilities:

Enhanced Citizen Service Delivery: Empower your team to deliver exceptional service faster and more efficiently, improving citizen satisfaction and engagement.

Reduced Costs: Streamline processes, automate tasks, and unlock trapped resources, resulting in significant cost savings.

Improved User Experience: Cultivate a user-friendly service environment that fosters collaboration and satisfaction for both internal teams and citizens.

Future-proof your agency: Ensure your technology can adapt to evolving needs and scale alongside your growth.


Don’t let your agency fall behind. Embrace the future of ITSM with Jira Service Management. Contact Oxalis today to embark on your journey towards a brighter, more agile, and citizen-centric future. Our team of experts will guide you every step of the way, ensuring a smooth transition and unlocking the full potential of JSM for your agency.


Carahsoft Technology Corp. is The Trusted Government IT Solutions Provider, supporting Public Sector organizations across Federal, State and Local Government agencies and Education and Healthcare markets. As the Master Government Aggregator for our vendor partners, including Atlassian, we deliver solutions for Geospatial, Cybersecurity, MultiCloud, DevSecOps, Artificial Intelligence, Customer Experience and Engagement, Open Source and more. Working with resellers, systems integrators and consultants, our sales and marketing teams provide industry leading IT products, services and training through hundreds of contract vehicles. Explore the Carahsoft Blog to learn more about the latest trends in Government technology markets and solutions, as well as Carahsoft’s ecosystem of partner thought-leaders.

The Secret Behind High Performing Teams in Public Sector

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Using Atlassian, small agile teams across the DoD and Federal Government are breaking down bureaucracy and putting knowledge into the hands of users. Atlassian’s Jira Service Management and Confluence are two powerful tools from Atlassian’s suite. They synergize to enhance both task management and knowledge continuity within any organization. Read on to learn how they function together, boosting efficiency and providing an accessible platform for both rapid action and deep learning.

Jira Service Management: The Empowerment Hub

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Jira Service Management (JSM) is a dynamic, intuitive tool for service management, perfect for teams that need to respond quickly to requests or incidents. It acts as the front line for all queries and issues, where users can submit tickets for technical problems, service requests, or operational needs. The system’s user-friendly design ensures that even non-technical users can easily navigate its interface to find help or request services. This accessibility empowers all users by simplifying the engagement process with essential services, making it quicker and more intuitive to get the help they need or initiate processes.

Confluence: The Knowledge Base

Confluence complements JSM by serving as a comprehensive repository for organizational knowledge. It’s where all documentation – ranging from service manuals, troubleshooting guides, project reports, to meeting notes – is stored and managed. The platform is robust and versatile, supporting rich text content, multimedia, and dynamic content. It also features powerful search tools and a hierarchical structure that helps users easily find and access the information they need.

Better Together

When JSM and Confluence are used together, they create a cohesive environment that supports both immediate problem-solving and long-term knowledge management:

  • Integrated Service and Knowledge Delivery: As users report issues or request services through JSM, they can be directly linked to relevant Confluence pages where guides, troubleshooting steps, or policy documents are stored. This speeds up resolution times by empowering users to help themselves and ensures they are guided by the most current and comprehensive information.
  • Feedback Loop for Continuous Improvement: Insights and data from JSM can be used to update and refine the knowledge articles in Confluence. Common issues identified in JSM can be addressed in how-to guides or FAQs in Confluence, creating a feedback loop that continually enriches the organizational knowledge base.
  • Organizational Learning and Memory: Confluence ensures that solutions and information aren’t just shared in the moment but are stored for future reference. This helps build an “organizational memory,” crucial for training new staff and learning from past incidents.
  • Enhanced Collaboration: Both tools enhance teamwork by keeping everyone on the same page. While JSM facilitates the management of tasks and tracking of progress on projects or issues, Confluence ensures that all team members have access to the same background information, guidelines, and resources.

Together, Jira Service Management and Confluence not only streamline workflows but also ensure that knowledge is preserved and leveraged effectively, creating a more informed, responsive, and efficient organization.

Access the case study and learn more about how Atlassian and Contegix can support your organization’s learning management efforts and discover your team’s digital potential.