Victoria’s Secret Jira Service Management Implementation

How Empyra simplified the processes for Victoria’s Secret by facilitating a smooth transition to Atlassian’s Jira Service Management.

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About Victoria’s Secret

Victoria’s Secret is an American fashion brand founded in 1977. It’s the world’s largest intimates specialty retailer with over 1,350 retail stores worldwide and a workforce of more than 30,000. Victoria’s Secret is committed to inspiring women worldwide while creating lifelong relationships and advocating for positive change.

Challenges

The initial challenges were around identifying a system that could properly facilitate all the appropriate workflows, request process, and collaboration. Empyra worked closely with the customer to build a proof-of-concept to demonstrate Jira Service Management’s capabilities. Once the tool was chosen, Empyra worked alongside the customer to begin designing the solution. A more specific challenge that arose initially was one having to do with user permissions. There was a unique business requirement that required Empyra to think creatively and harness Jira’s capabilities in a non-conventional way to satisfy the requirement.

From a technical perspective, challenges arose primarily due to business requirements that cannot be satisfied just by using standard product functionalities. These included business requirements for very specific permissions based upon Group membership, as well as a need for automated request routing and dynamic forms. Empyra worked to identify marketplace apps (at the time) that best satisfied the business requirements.

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Problem Statement

The Victoria’s Secret e-commerce portal (https://www.victoriassecret.com/) captures millions of dollars of revenue per month via online orders and is increasingly one of VS & Co.’s primary business channels. The website advertises multiple brands (VSL, PINK, etc.) as well as multiple different business units (Lingerie, Swim, Sport, etc.). It is constantly updated with new merchandise, branding, and promotions. On top of this, there is both, domestic and international versions of the sites.

To support all of this, dozens of teams are involved in keeping the e-commerce portal fresh, accurate, functional, and profitable. Therefore, when issues arise or changes are requested, a complex triage, routing, and tracking process

There was no single tool in place that could facilitate these ITSM processes. There was a need to have a better system in place to manage Change Requests efficiently.

There were multiple systems utilized to raise requests. Ability to report on aggregate incident or change totals, trends, root causes, etc was major challenge.

There was a need for better collaboration between teams and an easy escalation process when multiple support tiers were involved such as development, infrastructure, etc.

Delivering The Solution

Empyra follows a proven, step-by-step approach to deliver reliable and scalable Solution.

Agile Working Approach

The team worked in an agile fashion, establishing smaller pieces of requirements and taking them to completion step by step.

Requirement Gathering & Gap Analysis

We conducted detailed requirement gathering and gap analysis to determine the customizations needed and identify the requirements that would require appropriate apps from the marketplace.

Navigation Requests Configuration

‘Navigation Requests’ was defined as a category with different request types. We worked to establish all requirements for Navigation Requests.

Detailed Setup & Components

This included defining each request type, form, fields, workflow, permissions, and other necessary configurations.

Proof of Concept & Approval

Empyra conducted a Proof of Concept (POC), which was validated by stakeholders at Victoria’s Secret before giving final approval. After receiving the go-ahead, we completed the final implementation and configuration.

UAT, Training & Issue Fixes

The customer conducted User Acceptance Testing (UAT), and end users were provided with the required training. Minor issues identified during UAT were fixed accordingly.

Benefits Delivered toVictoria Secret

Implementing Jira Service Management through Victoria’s Secret organization was the work of patience as specific implementation was iterative as the program slowly onboarded new teams, off old systems, onto Jira service management. After successfully delivering the solution Victoria Secret is benefited with

Optimized ITSM processes

Real-time reporting within Jira & Confluence

Single source of truth regarding ticket status and collaboration (no more email or multiple other systems)

Single channel for intake (internal teams, customer complaints, customer call centres, etc.—all use a single portal for request creation.)

Automated ticket routing based on request type, business unit, etc.

Easy escalation process
developmentand infrastructure

teams all use the

same Jira environment.

Why Choose Empyra For Atlassian Support Services

30+ Years of Experience

End-to-End Service Coverage

Industry-Specific Solutions

Proven Delivery Methodology

Dedicated Support & Training

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What Our Customers Have to Say

"Empyra has been extremely helpful in getting Cohen & Company’s Atlassian environments up and running. They have been able to provide great guidance in the options available and also have been able to execute on implementation of those options in a timely and effective manner. They have helped us bring in other departments outside of IT to utilize the service desk options to manage requests and workflows with great reviews from those teams."

Chief Technology Officer

Cohen and Company

"The Empyra consultant has allowed us to take the use of Atlassian's Jira product to new levels across the organization, providing significant improvements in workflows in IT as well as many Finance and Operations teams. There have been some complex requests that Empyra have dealt with, and all have been completed professionally, collaboratively, and efficiently. Empyra have always been super responsive, and are keen to work with the various OTC teams to solve their individual business needs."

Roger Abrahams, Senior Vice President - IT

OTC Industrial Technologies

"As our exclusive Atlassian partner, we brought Empyra in to plan, execute and manage our Atlassian migration to the cloud. From pre to post migration activities and support, Empyra was there to support our project team every step of the way. The migration went as smoothly as possible, and there was no major impact to our business operations."

Sr. Manager, Portfolio Management

"I was very pleased with the consistent can-do attitude the Empyra team brought to each meeting, they quickly came up with solutions, suggestions, recommendations on our various challenges and pitfalls during the migration. My team and I really appreciated that the Empyra team made themselves available 24/7 to troubleshoot with us or answered any questions raised in a timely manner."

Sr. Manager, Portfolio Management

"I'd like to extend a heartfelt thank you to the Empyra team for their exceptional support during our migration of Confluence and Jira from server to cloud including 14 managed apps. Their expertise and dedication were instrumental in navigating this complex transition smoothly. We truly couldn't have achieved this milestone without their guidance and hard work. Their efforts were a crucial factor in the success of our migration project, and we are deeply appreciative of their partnership. Thank you, Empyra, for being such a reliable and effective ally in our journey to the cloud!"

Gavi Ornelas-Morales, Tools Support, Supervisor

University of California Office of the President