Quabu
How we work

Method, channels and governance.

Three operational pillars supporting the services: how you reach us, how we control quality, and how we take ownership when we start.

Support channels

Two models, one experience

You can interact with the service from our portal or from your own Atlassian instance. Each model has different implications for capabilities and efficiency.
RECOMMENDED

Quabu JSM Portal

Requests are handled entirely with Quabu's tooling, configurations and automations, on Premium versions of JSM and Confluence.

  • Advanced features and add-ons already configured
  • Fewer additional licenses in your instance
  • Full service traceability
  • Bidirectional sync with your tenant at no cost
ALTERNATIVE

Your own instance

Requests are handled directly in the client's Atlassian instance, using the versions and add-ons available in your environment.

  • Depends on your versions and contracted add-ons
  • Some efficiencies may be limited
  • Advanced automations may not be reproducible
  • Some SLA and playbook features may not be available
Synchronous communication

Shared channel in Google Chat, Microsoft Teams or Slack for quick clarifications, incident coordination and follow-up.

Email

Quabu address that creates tickets automatically, or forwarding from a generic mailbox of yours. Every request is centralized in JSM.

Quality control

Quality gates and monthly governance

We systematically review service quality through random sampling and quality gates applied to every ticket type.

Common quality gates

  • Proper logging · clear description with enough information
  • Adequate classification · ticket type and affected service
  • Prioritization aligned with the agreed matrix
  • Correct assignment to team and agent
  • Use of the defined workflow with justified transitions

Monthly governance meeting

  • Key service indicators · SLAs, volume, trends
  • Quality control results
  • Open major incidents and problems
  • Evolutionaries in progress and prioritized backlog
  • Detected risks, mitigations and improvement proposals
Due diligence

How we take ownership of the service

Before assuming maintenance, we spend 2 to 4 weeks diagnosing the Atlassian instance across four complementary dimensions.
  • 01

    Volume analysis

    Users per license, projects, ticket volume by type, historical growth and actual vs. contracted use.

  • 02

    Functional and operational analysis

    Project structure, workflows, custom fields, automations and quality of the logged information.

  • 03

    Instance health check

    Stability, unresolved critical errors, integrations, automations and permission consistency.

  • 04

    Problems, risks and deviations

    Explicit inventory of inherited items that don't meet the target state, with impact, risk and recommendation.

  • 05

    Improvement opportunities

    Workflow simplification, automation optimization, license cost reduction. Everything feeds the evolutionary backlog.

  • 06

    Minimum required documentation

    Functional, technical, governance and maintenance. If missing, it's logged as an evolutionary proposal.

The result is a clear, shared view of the initial state, a risk inventory, an initial evolutionary backlog and a continuous improvement roadmap.