Sunnyfield leverages Jira Service Management to streamline
vendor workflows and
enhance operational visibility
See how Quirk helped them get there
Quick Facts
- Industry: NDIS Provider & Disability Support Services
- Challenge: Limited scalability of existing tools, fragmented support systems, and need for knowledge continuity
- Solution: Custom Jira Service Management implementation with SSO integration through Microsoft identity provider
- Outcome: Streamlined vendor management, improved operational visibility, and sustainable governance framework
Executive Summary
Sunnyfield, a well-established not-for-profit organisation and registered NDIS provider serving individuals with intellectual disabilities across New South Wales and the ACT, faced operational challenges as they scaled their services. With over 1,500 staff delivering nearly 2,000 daily support services, their existing systems lacked the structure needed to support growth. Quirk implemented a focused Jira Service Management solution that established secure single sign-on integration, streamlined vendor management, and enhanced operational visibility, creating a sustainable foundation for future growth.
The Challenge: Managing Growth and Complexity
Initial State
When Sunnyfield engaged Quirk, they had recently completed a system upgrade that introduced Jira as a basic visual tracker for their workflows. While this met their immediate need for task visibility, it lacked the structure and scalability required to support their diverse and growing operational requirements. Their ageing ticketing system struggled to effectively manage both project support and production incident management, placing additional strain on a small team balancing reactive support with proactive project work.
The organisation faced significant challenges with user management and permissions, particularly concerning vendor access. Their existing setup relied heavily on manual processes, with limited automation or standardisation across workflows. Without a structured approach to documentation, maintaining operational consistency and effective knowledge sharing was challenging as the organisation continued to grow.
Transformation Goals
Recognising these challenges, Sunnyfield established clear transformation objectives. They needed to implement a robust foundational infrastructure with proper SSO integration that authenticated users through their Microsoft identity provider. The organisation sought to create a unified JSM configuration providing a streamlined front-end for all vendors and support services, with minimal input requirements for frontline workers. Creating a structured governance framework that extended beyond their basic Kanban boards was essential to improving visibility and resource allocation, ensuring their small support team could effectively manage both incidents and project work.
Our Approach: Building Sustainable Foundations
Discovery Phase
Quirk’s engagement with Sunnyfield began with a comprehensive kick-off session to understand their current environment and specific requirements. We conducted detailed discussions with key stakeholders to document their operational needs and technical infrastructure. Through this analysis, we identified that Sunnyfield required a solution that would enable on-demand authentication rather than importing all directory users, with appropriate group structures and permission models to secure access across Atlassian products.
A key discovery was the need to carefully manage licensing costs with approximately 1,500-1,700 potential users, while ensuring the system remained accessible to frontline workers who might only occasionally interact with it. We also identified the absence of a staging environment for testing, which would require careful planning for the SSO implementation.
Solution Design
Based on our discoveries, we developed a focused approach that would deliver immediate value while establishing a foundation for sustainable growth. The solution was designed to address the critical foundational elements:
Foundation Building and Core JSM Implementation:
- Configure SSO integration with Microsoft identity provider enabling on-demand authentication
- Implement a unified vendor ticketing system with streamlined user interface
- Develop and execute a migration plan for existing users and tickets
This focused approach allowed Sunnyfield to manage costs while delivering immediate improvements to their most pressing operational challenges.
Implementation: Delivering the Solution
Technology Stack
The solution was built around a carefully integrated set of Atlassian tools. Jira Service Management formed the foundation as the core service desk platform, configured with custom request types and workflows tailored to Sunnyfield’s specific needs. This was integrated with Microsoft Azure Active Directory to enable SSO authentication, ensuring secure access while controlling licensing costs. The implementation included customised permission schemes and careful group management to maintain appropriate access controls.
A particularly valuable component was our implementation of Atlassian Guard for all Sunnyfield’s users and vendors. By leveraging Sunnyfield’s not-for-profit status to secure community discounts, we were able to provision secure SSO access controls across the entire user base, significantly enhancing security while keeping costs manageable. This comprehensive approach to identity management ensured consistent access controls and authentication processes throughout the organisation, addressing a key security concern while maintaining operational efficiency.
Process Transformation
The technology implementation was matched with significant process improvements. We established standardised vendor management workflows that reduced manual intervention and improved consistency. Clear processes for incident classification and prioritisation helped staff differentiate between various request types, improving response times and resource allocation.
By implementing a structured approach to service management, we helped Sunnyfield transition from their existing email-based ticket system to a more sophisticated portal-based approach, while maintaining continuity during the transition period. This laid the groundwork for improved knowledge management and self-service capabilities in the future.
Results: Enhancing Operational Efficiency
Efficiency Gains
The implementation delivered substantial efficiency improvements across Sunnyfield’s operations. By establishing a properly structured service management platform, we reduced the administrative burden on their small IT team, allowing them to focus on higher-value activities. The automated workflows and standardised processes eliminated many manual steps, improving response times and consistency.
A key efficiency gain came from the implementation of Atlassian Guard with community discounts. This enabled Sunnyfield to provide secure SSO access to all users and vendors while keeping licensing costs manageable, significantly reducing the administrative overhead of user management while enhancing security across the organisation.
Operational Improvements
Operational improvements were equally significant. The new platform provided clearer visibility into service performance and resolution times, enabling better resource allocation and accountability. The structured approach to vendor management improved consistency and reduced the risk of miscommunication or missed requirements.
The implementation of Atlassian Guard with SSO integration created a seamless authentication experience, reducing login issues and support requests while providing appropriate levels of access to all users based on their roles and responsibilities.
The foundation laid during this implementation established a clear structure for service management, enabling more consistent and reliable support operations.
Business Impact
The business impact of these changes was clear and substantial. The improved service management capability enabled Sunnyfield to stabilise their BAU operations, creating capacity for strategic initiatives. The implementation established clear SLAs and processes for vendor management, improving accountability and service quality.
The secure access controls provided by Atlassian Guard enhanced compliance with privacy requirements, a critical concern for organisations working with vulnerable populations. This comprehensive approach to identity and access management reduced security risks while ensuring that staff and vendors could access the systems they needed to perform their roles effectively.
Perhaps most importantly, the solution provided a sustainable foundation for Sunnyfield’s continued growth, enabling them to maintain quality service delivery while scaling their operations across New South Wales and the ACT.
Client Perspective
“The implementation has been transformative for our IT operations. By stabilising our BAU processes through proper service management, we’ve gained the capacity to focus on strategic initiatives that drive our mission forward. The community discount for Atlassian licensing was a game-changer, allowing us to deploy the solution across our entire organisation while maintaining cost effectiveness. This foundation will enable us to better serve our clients as we continue to grow.”
- Sunnyfield Leadership Team
Looking Forward
Sunnyfield now has a scalable foundation for managing their service delivery operations. The integrated solution provides:
- Secure authentication through SSO integration with Microsoft identity provider and Atlassian Guard
- Streamlined vendor management with clear workflows and accountability
- Enhanced operational visibility through standardised reporting
- A governance framework that supports sustainable growth
While the organisation chose to pause further development to focus on stabilising BAU operations and managing other priorities, the foundation established through this implementation provides a solid platform for future enhancements when the time is right.
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