Power BI - Jira Service Desk
The Company is a Microsoft Gold Partner and provides tailored outsourced technology services for the financial sector. For more than a decade, they have been exclusively focused on the demands of this particular sector allowing them to become a true specialist. Every one of their clients is FCA-regulated, and that gives us a unique insight into the importance of high-performing, secure and innovative technology required to best support them.
The company supports financial organisations in their adoption of the Cloud and appreciates the scrutiny faced and the demands of regulatory compliance, particularly in the context of outsourcing risk and public cloud (Microsoft Azure).
Case Study50%
reduction in Data Retrieval Time, enabling faster access and improved productivity.
100%
real-time data availability, ensuring up-to-date insights for informed decision-making.
40%
faster incident resolution, enhancing visibility, and accelerating response times
30%
increase in report engagement, improving adoption and interaction across teams
The Challenge
We were approached by the client who had recently implemented Jira Service Desk within their organisation and had aspirations of achieving SDI (Service Desk Institute) Accreditation driven by the Service Management team.
The Client had active Power BI Pro licences and wanted to explore the possibility of replacing their existing reporting process, which was produced manually by exporting a CSV extract of Jira Issues into Excel and distributing to clients in a PDF presentation pack, with a low maintenance, automated solution. The client also had aspirations of sharing the report to their clients over the web, allowing self service and anytime access.
Our Solution
Leveraging the AIO Jira for Power BI plugin, we designed a suitable data connection between Jira and Power BI service with the use of Power BI Dataflows. Dataflows schedule a pull of data from a data source into the Power BI cloud, and depending upon licensing, this can be done multiple times per day. Within a Power BI Dataflow, we transformed the data to ensure it was suitable for Reporting. This involved the use of Power Query Online and the advantage of doing transformation in the Dataflow is that all future reports can leverage all of this work!
Once the data was in Power BI Desktop, we developed a simple model (Fact table with multiple Dimension tables) which would allow for RLS (Row-Level-Security) to filter data by the Client. Finally, we worked on delivering the specific KPI requirements in the Visualisations tab of the Report working closely with the Service Delivery Management Team.
The Result
A huge focus was on ensuring the report was easy to use, professionally branded and aesthetically pleasing. To do this we used a combination of tools outside of Power BI (e.g. Adobe XD) to create a glass morphic effect across all pages with a navigation homepage and left-hand navigation control throughout the report. The report is actively used by the client’s customers at their convenience via the Power BI Service. 12 independent report pages were created to fulfil all requirements, linked together with imported icons to ensure a seamless experience for the User.
“We work with Synapx as our go-to and trusted partner for anything Power BI, or data in general, so much so we recommend them to all our clients! The team always work to first understand what our challenges are, what it is we want to achieve and with their expertise, are able to take us through, in simple terms, what the solution would be.
For delivery of data projects or support with our existing data products, the team at Synapx work with us in a way that makes it feel like they are part of our business, our “data team”, this means projects and on-going support is executed easily and effortlessly.
Synapx has recently built our new security reporting capability, bringing in data from multiple, distinct systems to provide a single pane of glass view on the security posture for our clients – this project was delivered on time, to requirements and the reporting has been a hit! We will continue to use Synapx in the future for our data needs.”
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