As the team made the official transition to Atlassian Cloud a few months later, Dave and Bruce’s teams breathed a sigh of relief. “From a user’s perspective, it was seamless and uneventful. They signed in, and everything was the same, but better,” Dave says.
Once Praecipio Consulting and Ginkgo Bioworks confirmed the migration was successfully completed, they began integrating new tools, features, and automations for efficiency, security, and visibility. “There's no longer this friction of ‘I can't see that ticket because it's in a different system entirely.’ For example, we got a report of some unhappy customers in one system. We were able to do the research and go from one ticket to another ticket and another team because they were linked in the same system,” Bruce explains.
Post-migration, Dave says “usage exploded across the company,” uncovering a need for enhanced security and streamlined permissions management. By integrating Atlassian Access and Okta, Ginkgo Bioworks now has single sign-on and role-based administration, which enables IT to quickly grant employees access to exactly what they need by assigning them to a group, rather than providing access person by person or tool by tool. “People want access immediately, and getting them started quickly is super important,” Dave says. “We reconfigure people and teams regularly, so we need to keep data segregated but available. Role-based permissions via one central location make it easy.”
Ease and speed are common themes for Ginkgo Bioworks, so they have also been working with Praecipio Consulting to leverage more tools and features within Jira Service Management. “Jira Service Management Premium allows us to use Insight for asset management and more tightly integrate Opsgenie [for major incident management], so we have everyone’s schedule and shifts. That has been huge,” Bruce says. He and Dave point to Ginkgo Bioworks’s extensive lab equipment inventory as one area where Jira Service Management will make a huge impact. The asset management capabilities will help IT keep track of well over 700 pieces of equipment, which are frequently moved from lab to lab. When one goes down, the major incident response features alert the on-call employee for maintenance, which not only speeds up resolution, but also enables lean staffing. Bruce says, “Insight is going to be a linchpin of our IT asset management and change management strategy.”
Triple the output, half the costs, exponential possibilities
Access to the latest and greatest cloud features is fueling Ginkgo Bioworks’s growth and innovation. The first year post-migration was all about foundational capabilities. The second year will be focused on data-based decision-making and compliance. The team has a long wish list of optimizations on the horizon, including expanding Jira Service Management across the company, making it easier to find data in Slack, analyzing ticket data to identify training needs and profitability trends, and enhancing search in Confluence – all of which will have ripple effects throughout the organization. “This is well outside of just ticket handling. We’re working with Praecipio Consulting to set up projects that are really transformational for the business,” Bruce says.
These impacts are made possible by Ginkgo Bioworks’s partnership with Praecipio Consulting and Atlassian. “Since we don’t have to worry about hardware or operating systems, we can focus on governance and procedures, Sarbanes-Oxley [financial recordkeeping and reporting], quality assurance, auditability, compliance, and other recommendations, so Ginkgo Bioworks can stay ahead,” says Bruce.
Staying ahead of their past performance and industry peers is exactly what Ginkgo Bioworks plans to do. They have big dreams, and with a solid cloud platform and partner, the team is well on their way to achieving them. “We’ve been tripling our output and trying to cut costs per strain by half,” Dave explains. “That means in three years, we would theoretically need 27 times the network and storage we have today. But by moving to the cloud and converging around Atlassian products for service management, we can scale non-linearly, have the metrics to support making the investments we need, and drive profitability.”