How iFood accelerated incident resolution with Jira Service Management
Through Atlassian’s ITSM, iFood unified Dev and Ops teams, slashed incident response times, and massively improved customer satisfaction by optimizing its service delivery.
This blog is adapted from the Team 25 presentation, How iFood Accelerates Incident Resolution with Jira Service Management.
Meet iFood: Delivery at scale
iFood is a technology powerhouse in Brazil, focused on food and grocery delivery, and banking as a service. Since their founding in 2011, iFood has grown exponentially. Today, they deliver 110 million orders per month, have 55 million active users, and over 360,000 partner drivers. To give a sense of their scale, iFood’s transactions account for .55% of Brazilian GDP.
iFood’s business operates 24/7, with 2,500 tech employees in support, product, design, and development striving to deliver the best convenience experience for consumers, drivers, and partner stores.
Recurrent incidents led to long waits for food
Before adopting Jira Service Management, iFood’s Ops team relied heavily on Slack threads to record incidents, document SLAs, and collaborate. Meanwhile, development teams were working in Jira. This siloing made shared visibility difficult and slowed issue resolution. It was also cumbersome to gather information about incident resolution for problem management and post-incident reviews, so similar incidents recurred.
Response and resolution were especially slow on nights and weekends when response teams weren’t at their desks and missed Slack notifications. Anyone who has hungrily ordered a pizza at the end of a long Saturday knows that every minute counts when waiting for your food. This led to angry customers waiting hours for their orders, causing reputational issues.
Incident Management with Atlassian
iFood looked to Atlassian to bring Dev and Ops teams together on a unified platform, fast-track their ability to implement changes, and provide critical insights to reduce recurring incidents.
The result was faster incident response and resolution, and far happier customers. With Jira Service Management, iFood was able to:
- Cut response time from 74 minutes to 17 minutes
- Accelerate incident resolution from 150 minutes to 55 minutes
During his presentation, Eugenio Onofre, Senior Command Center Manager at iFood walked through a demonstration of how his team uses Jira Service Management to manage alerts and resolve incidents.
Migration from Opsgenie to Jira Service Management
This year iFood, migrated its incident management from Opsgenie to Jira Service Management to accelerate its IT Operations with additional AI, automation, and analytics functionality.
The transition resulted in various improvements, outlined in the table below.
| From Opsgenie | To Jira Service Management |
|---|---|
| Monitoring teams switching tabs to see alerts in Opsgenie and manually creating alerts in Jira Service Management | Dev and IT Ops teams seamlessly collaborate to resolve incidents |
| Teams used both the Jira mobile app and the Opsgenie mobile app | Teams use a single app for everything |
| Alerts to incident mapping, disjointed, and manual | All alerts and incidents are automatically synced |
| Manual alert and incident work slowed resolution time | AI capabilities detect, resolve, and prevent issues, increasing service uptime |
Reflecting on how the migration process works, Eugenio recalled that he was with his teammate in the office on January 2nd, when many coworkers were still on vacation. They were a bit concerned that something could break while everyone was away.
I said, let’s give it a try. The documentation says it works like a charm. So let’s just click a button and watch the magic happen. And the magic happened. We just clicked a button, and ten minutes later, all the schedules, rotations, and all the people on call were migrated from Opsgenie to Jira Service Management. Easy peasy.”
– Eugenio Onofre, Senior Command Center Manager at iFood
Click here to learn more about migrating from Opsgenie to Jira Service Management.