Delhi, 1st October, 2024: Nagarro, a global leader in digital engineering and innovation, stands out as an Atlassian Platinum Solution Partner with deep expertise in optimizing Atlassian tools for diverse industries. In this interview, Nagarro shares its insights into cloud migrations, AI integration in ITSM, and tackling security in DevOps. They also shed light on their approach to scaling ITSM for complex infrastructures and solving project management challenges with Atlassian products, driving enhanced collaboration, productivity, and operational efficiency for their clients.
Join Marquis Fernandes, Business Head at Quantic India, as he sits down with Vivek Bhati, Associate Director at Nagarro Software Pvt Ltd.
As Co-Head of the Global Atlassian Practice at Nagarro, Vivek is committed to empowering customer teams to build and optimize PPM, ITSM, and DevOps solutions for business and engineering teams. With nearly two decades of experience spanning product and IT service companies in Europe and India, Vivek brings a deep passion for building high-performing teams and driving productivity through ever-evolving technology.
Tell us more about Nagarro’s expertise as an Atlassian Platinum Solution Partner.
As a global Platinum Solution Partner and one of the very few Enterprise partners, Nagarro is recognized for its deep expertise and experience optimizing Atlassian tools for diverse teams across industries. We leverage best practices to ensure seamless collaboration, improved workflows, and enhanced team productivity. Our digital engineering DNA, expertise across industry verticals, and proven methodologies help us customize new-gen Atlassian solutions to fulfil unique business requirements.
How does Nagarro approach cloud migrations?
Nagarro has successfully executed numerous cloud migrations across tool stacks, hyper-scalers, focusing on the journey to the Atlassian Cloud. Our customer-centric approach ensures seamless transitions to Cloud with no to minimal disruption and enhanced collaboration for our clients. Our approach is rooted in tailored, data-driven strategies that incorporate both all-at-once and phased migration methodologies, depending on the organization’s specific requirements. We prioritize meticulous planning with comprehensive assessments of current environments to ensure a smooth and risk-mitigated migration process. Cloud adoption through our approach not only boosts accessibility but also strengthens scalability and security, enabling remote and distributed teams to work more efficiently.
Can you tell us about AI integration in ITSM solutions?
AI integration in ITSM solutions, such as Jira Service Management, drives operational efficiency by automating ticket categorization, prioritization, and resolution. AI enhances workflows by routing issues to the right teams, providing data-driven resolution suggestions, and enabling predictive incident management. Virtual agents and chatbots handle routine queries, reducing manual effort and improving response times. Additionally, AI-powered predictive analytics help identify trends and prevent incidents, reducing downtime. As AI continuously learns from data, it evolves with organizational needs, ensuring a more agile, responsive, and efficient IT service management environment.
What are some of the challenges in project management and SDLC you are solving with Atlassian products like Jira and others?
I would start by saying, “a tool is as good as the hands that hold it.” Over the years, while managing complex projects, we’ve understood that it’s critical to ensure proper governance and identify dependencies and risks early-on. Our approach involves customizing the tools to create clear, visual workflows and reporting structures, allowing teams to stay aligned and informed while addressing the aforementioned needs. Continuous training and regular health checks ensure that tools are optimized and users are confident in their adoption.
Security in DevOps is a critical topic. What kind of work has Nagarro been doing in this area?
While DevOps has matured in a lot of organizations, many still need help with standard CI/CD setup, and more importantly, security and compliance topics. Nagarro’s Cybersecurity Practice works across customers and platforms, be it Atlassian, SAP, Salesforce, or Greenfield projects. When implementing solutions for regulated industries, we prioritize security and compliance by leveraging built-in security features, data encryption, and compliance certifications such as GDPR, HIPPA, SOC2, and ISO 27001 for Atlassian Cloud Products. Additionally, we customize workflows and access control to meet specific regulatory requirements, ensuring secure and compliant usage of the tools.
What are your thoughts on scaling ITSM for Complex IT Infrastructures and integrating ITSM processes like Change Management and DevOps?
Atlassian calls it High-velocity ITSM. Scaling Jira Service Management (JSM) for complex IT infrastructures leverages its flexibility to support large, distributed teams while maintaining operational efficiency. JSM’s modular approach allows organizations to customize workflows, automate tasks, and integrate with DevOps and monitoring tools, making it ideal for large-scale environments. Its advanced automation engine streamlines ticket routing, escalation, and resolution, reducing manual effort and improving service request management.
JSM’s asset and configuration management provides centralized visibility into IT assets, enabling teams to track hardware, software, and dependencies, minimize risks, and improve incident response. JSM ensures efficient, responsive IT service management as businesses grow and is scalable across teams and locations. When you integrate a well-thought-out Change Management process with an efficient DevOps setup, it leads to faster turnaround time, allowing businesses to function more efficiently.
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