Context : Currently, the IT Ops team(researcher, designer, product designer, product manager) at Atlassian has varied, multiple viewpoints about the people involved in the operations. They lack a solid understanding of who are the people involved in Operations, what are their needs, goals, different groups that these people are part of units (teams and organisations), etc. This inadequate information creates barriers in identifying the actual pain points and challenges faced by the IT Operations users, specifically Jira Service management (JSM) users and potential JSM users (using Atlassian product), which eventually obstructs in providing a better experience and solution to the user.
Problem statement : To build a shared understanding of the IT Ops users, defining persona that help in aligning the different team in understanding IT Ops users, their needs, goals, etc. and also help in creating s single source of information about Ops users which eventually helps in decision making across multiple business units.
Aim : To establish foundational research artefacts for the ITOps team at Atlassian, to engage with IT Operation communities around nature and actors of tech operations who work in various organisations.