{"id":1036,"date":"2017-09-11T17:50:55","date_gmt":"2017-09-11T21:50:55","guid":{"rendered":"https:\/\/blog2wrkdev.wpenginepowered.com\/consulting-jira-itsm-solution\/"},"modified":"2026-09-29T06:39:09","modified_gmt":"2026-09-29T10:39:09","slug":"consulting-jira-itsm-solution","status":"publish","type":"post","link":"https:\/\/blog2workato.wpengine.com\/consulting-jira-itsm-solution\/","title":{"rendered":"How One Successful Consultancy Leverages Workato in a Robust ITSM Toolchain"},"content":{"rendered":"\nIn the world of consulting, <a href=\"https:\/\/www.praecipio.com\/pc\/display\/pc\/HOME\">Praecipio Consulting<\/a>\u00a0has quickly made a name for itself. Specializing in the Atlassian suite of products \u2014 including JIRA \u2014 they consult on Agile SDLC, DevOps, ITSM, and many other areas to ensure client success and provide a solid ROI. Founded in 2006, the company has rapidly evolved from a startup into an established consulting firm, experiencing hyper growth and setting an all time NPS of 65; the industry average is 31. In 2016, Atlassian awarded them the Atlassian Innovation Award for their work with the Metropolitan Museum of Art. The firm also develops add-ons for the Atlassian Marketplace, in addition to being a <a href=\"https:\/\/resources.workato.com\/partners\/?utm_source=blog\">Workato Consulting Partner<\/a>.\n\nPraecipio Consulting is distinct for applying <a href=\"https:\/\/www.workato.com\/blog\/2017\/04\/kaizen-consulting-firm\/#.WbANhnd96Rs\">kaizen<\/a>, the Japanese philosophy of continuous improvement, to its internal operations. The firm seeks to continually improve its own processes to more efficiently and effectively deliver client solutions.\n\nBut the company also prides itself on its holistic approach to problem-solving. \u201cWe\u2019re a process-first consulting company,\u201d explains Jack Harding, a Senior Consultant at the firm. He explains that, whereas many consultancies are primarily operators, implementing client requirements at face value, Praecipio Consulting seeks to fully understand the reasoning behind the requirements before advising on and implementing a solution.\n\nAutomation is key to delivering on both these promises. With Workato, the firm can help its customers:\n<ul>\n \t<li>Sync Jira with other key ITSM apps for a fully-automated ITSM workflow<\/li>\n \t<li>Automatically create HipChat rooms and crowdsource expert help when an incident occurs<\/li>\n \t<li>Save $7,900 per minute by predicting incidents and downtime before they happen.<\/li>\n<\/ul>\n<h3><b>\n<\/b>Creating a Robust ITSM Toolkit with JIRA ServiceDesk<\/h3>\nTo deliver services and support to its Managed Services clients, Praecipio Consulting relies on an IT Service Management (ITSM) process with many moving parts. But the core tool supporting that process is <a href=\"https:\/\/www.workato.com\/integrations\/jira?utm_source=blog\">JIRA<\/a> Service Desk (JSD). \u201cIt\u2019s perfect for use in an ITSM environment,\u201d Harding says. \u201cIt has a lot of really powerful features right out of the box, but it\u2019s also highly configurable and extensible through add-ons and partner technologies.\u201d In addition to using JIRA Service Desk internally, Praecipio Consulting also advises many of its clients on implementing and configuring the tool to fit their ITSM processes.\n\n[bctt tweet=&#8221;.@Praecipio wanted to build the best Incident Management process they could using Atlassian tools.&#8221; username=&#8221;Workato&#8221;]\n\nIn order to demonstrate the power of JSD as a complete ITSM solution, Praecipio Consulting delivers workshops across the country that focus on the opportunities for integration and automation with JIRA Service Desk. \u201cWe wanted to show how the Atlassian products combined with other technologies can be used to augment JSD,\u201d says Harding, who was responsible for building out the workshop environment. \u201cI was asked to build the best Incident Management process I could using the Atlassian toolset and our partner technologies,\u201d he explains. The workshop toolchain continues to evolve over time; currently, it includes JIRA, <a href=\"https:\/\/www.workato.com\/integrations\/confluence?utm_source=blog\">Confluence<\/a>, <a href=\"https:\/\/www.workato.com\/integrations\/bitbucket?utm_source=blog\">BitBucket<\/a>, <a href=\"https:\/\/www.workato.com\/integrations\/hipchat?utm_source=blog\">HipChat<\/a>, StatusPage, xMatters, <a href=\"https:\/\/www.workato.com\/integrations\/splunk?utm_source=blog\">Splunk<\/a>, Puppet, BigPanda, and Riada\u2019s Insight platform.\n<h3>Streamlining Incident Management Between xMatters, Big Panda, and JIRA<\/h3>\nThe goal of Incident Management is to restore service as quickly as possible; depending on the severity, the costs associated with a major incident can be exorbitant. In fact, the industry average cost is $7900 per minute of unplanned downtime. \u201cIt\u2019s all about mean time to resolution (MTTR),\u201d Harding says. \u201cYou want to restore service as quickly as possible.\u201d\n\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-7803 size-full\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/Untitled-design-77.png\" alt=\"\" width=\"1000\" height=\"716\" \/>\n\nIn a well-oiled Incident Management workflow, making sense of the data from alert systems is crucial. So is communication: the right people must quickly be informed about what\u2019s wrong and how to fix it. Harding explains that, to resolve incidents quickly, data must flow from system to system automatically\u2014and accurately. \u201cYou have to ensure that there\u2019s one system of record and that it\u2019s entirely accurate,\u201d he continues. \u201cIf you update an issue in JIRA, the update must be replicated to StatusPage, in the relevant HipChat room, in BigPanda, and so on. Everyone must be on the same page, regardless of the system they\u2019re looking at.\u201d\n\nAt their workshops, Praecipio Consulting\u2019s ITSM workflows begin with an event\u2014such as a server crashing\u2014which triggers alerts from Pingdom and NewRelic. Those alerts all flow into BigPanda, an alert correlation engine. Harding explains, \u201cBigPanda makes sense of all the alert noise in an environment by picking up on patterns and shared characteristics.\u201d\n\n[bctt tweet=&#8221;Unplanned downtime costs $7900 per minute on average. @praecipio helped their customers avoid that.&#8221; username=&#8221;Workato&#8221;]\n\nUpon creation in JIRA, the incidents are automatically tied to the affected IT asset in Insight, the appropriate individuals receive xMatters notifications, and the workflow also updates StatusPage to provide visibility to a larger audience. A HipChat room provides a venue for communicating about potential incident solutions, and after the incident is resolved, the workflow leverages Confluence to perform an incident retrospective for organizational learning.\n<h3>Connecting the ITSM Dots with Workato<\/h3>\nBut getting these apps to work together sounds easier than it actually is. Harding explains that, though many systems have native JIRA connectors, they don\u2019t always handle edge cases well. \u201cThere were scenarios where I needed the integration to do something the out-of-box connector just couldn\u2019t do,\u201d he says. \u201cIn many cases, it would have required development that I didn\u2019t have the time or resources to do.\u201d\n\nOnce Harding realized the integration quandary that he faced, he immediately turned to Workato. \u201cAs soon as I started working on this project, Michael Kuhl\u2014a principal here at the firm &#8211; recommended Workato,\u201d he says. \u201cHe knew what I was trying to do and assured me I\u2019d be able to make it work.\u201d The Workato platform allowed Harding to address even the trickiest use cases, without troubling the Praecipio Consulting DevOps team or learning how to code himself.\n\nUsing Workato also affords greater flexibility. \u201cFrom an ITOps perspective, if an integration is written in Python or JavaScript, and something breaks, only developers can fix it,\u201d says Harding. As an example, he cites an integration he encountered in a client engagement last year. \u201cBecause it was hard-coded and managed by a 3rd party vendor, the client had no visibility into the actual integration,\u201d he explains.\n\nIn contrast, Workato enables a wider pool of people to respond to and implement fixes if there\u2019s ever a problem with an integration.\u201cWith Workato, DevOps has visibility into the integration recipes\u2014but so do IT and business users,\u201d he says. It also means that iterative design happens more rapidly; with more eyes watching over an integration, there are more people dreaming up improvements.\n\nWhile formulating this toolchain workshop, Harding leveraged Workato heavily to integrate the systems in the exact ways he needed them to connect. He created a Workato recipe to facilitate a specific notification solution between JIRA and xMatters. He also used a recipe to pipe alert data into custom fields in JIRA and another to create an incident retrospective in Confluence, automatically linking the retrospective to the original JIRA issue. \u201cIn the first iteration of the workshop,\u201d Harding says, \u201c[&#8230;] Workato was the glue that held it all together.\u201d\n\nThe greatest benefit of using Workato? A significantly improved ITSM environment with better integration and more automation. By using Workato, Harding says, organizations are able to avoid a myriad of problems. To begin with, ITSM teams can automate a significant amount of manual work, as they no longer have to enter data into multiple systems as an issue progresses. With immediate synchronization, users no longer have to check multiple systems to get truly accurate updates on an incident. If this synchronization doesn\u2019t exist, Harding continues, \u201c[&#8230;] there can be a lot of confusion, and many more potential points of failure.\u201d\n\n\u201cWorkato allows organizations to be quick and nimble in implementing solutions, and then see the ROI sooner.\u201d Harding estimates that he wrote the initial recipes in less than 48 hours. As the solution took shape, he explains, he benefitted from <a href=\"https:\/\/resources.workato.com\/webinars\/?utm_source=blog\">Workato\u2019s Daily Expert Hours<\/a>. \u201cThey were extremely customer-centric,\u201d says Harding. \u201cThey saved me a lot of time and frustration.\u201d\n\nA shorter build time translated into direct savings for Praecipio Consulting. \u201cI was working on this in addition to my regular client work,\u201d Harding points out. \u201cWorkato enabled me to get the functionality I needed without bothering the development team or spending tons of time trying to learn how to code it myself.\u201d The accelerated timeline came as a pleasant surprise. \u201cI knew right away that Workato would be helpful, but once I started using it, I realized that I could use it for so much more than I had originally expected. It just works\u2014really well.\u201d\n<h3><em>Ready to revolutionize your JIRA workflows? <a href=\"https:\/\/workato.com\/integrations\/jira?utm_source=blog\">Get started here<\/a>.<\/em><\/h3>\n","protected":false},"excerpt":{"rendered":"<p>In the world of consulting, Praecipio Consulting\u00a0has quickly made a name for itself. Specializing in the Atlassian suite of products \u2014 including JIRA \u2014 they consult on Agile SDLC, DevOps, ITSM, and many other areas to ensure client success and provide a solid ROI. Founded in 2006, the company has rapidly evolved from a startup [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":11820,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[31,34],"tags":[],"class_list":["post-1036","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-automation-integration","category-customer-stories"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How One Successful Consultancy Leverages Workato in a Robust ITSM Toolchain - Workato<\/title>\n<meta name=\"description\" content=\"To deliver services to its Managed Services clients, Praecipio Consulting relies on an integrated IT Service Management (ITSM) workflow based in JIRA.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog2workato.wpengine.com\/consulting-jira-itsm-solution\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How One Successful Consultancy Leverages Workato in a Robust ITSM Toolchain - 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