Story
Atlassian
8x88x8 Uses Jira Service Management for Institutional Knowledge
8x8, an information technology organization in the United States, uses Jira Service Management from Atlassian to support documentation for specialists and new hires.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for institutional knowledge |
| Capability | Documentation stays visible to adjacent teams through Jira Service Management |
| Capability | Specialists and new hires work from the same Jira Service Management record for institutional knowledge |
Story
Information Technology work at 8x8 spans more than one site, even when headquarters sits in the United States. Institutional knowledge was splitting across regional habits. Specialists and new hires asked for a shared way to run documentation without freezing local judgment.
Atlassian (Jira Service Management) is what they standardized on. Atlassian provides work management and DevOps software, including Jira and Confluence, used by software and business teams. 8x8 uses it as the system of record for institutional knowledge, with specialists and new hires as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
