Embedding Jira Service Management in a Pioneering IP Firm

Case study at a glance

The Challenge

Our client, a leading European intellectual property firm, needed to consolidate their ITSM tools and processes.
They had Jira Software in place for project management, but used a different helpdesk tool, alongside a separate knowledge base.
Information and processes were often siloed, leading to inefficiencies and potential inaccuracies.
To address this, we introduced Jira Service Management (JSM) as our client’s primary ITSM tool.
With a built-in knowledge base and integration with Jira, JSM would centralise our client’s IT Service Management processes and data.
We led our client through the adoption and roll-out of JSM.

The Solution

With disconnected ITSM tools and processes, we focused on JSM configuration and training.
Transferred and enhanced configuration from existing tools to JSM, including request forms, knowledge bases and workflows.
Matched JSM change requests and incident management features to client’s internal policies to ensure all processes were compliant.
Used automation rules to improve incident handling efficiency and accuracy.
Delivered comprehensive documentation and training sessions to Admins and users.
JSM is now used across multiple business areas, including IT, Building Facilities, HR and Change Management.

The Benefit

Increased efficiency Reduced context-switching, centralised information and integrated processes deliver time efficiencies for agents and users.
Enhanced productivity Automations reduce manual processing and repetitive tasks – freeing up teams’ time to focus on higher value work.
Client satisfaction Continued support through our Managed Services provision ensures our client can maintain effective, efficient and compliant processes using JSM.

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Background

Our client is a full service European intellectual property firm, with a 200 year history. In 2023, they asked us to configure and embed Jira Service Management as their ITSM tool.

The Challenge

This company previously used a number of disparate tools to manage their IT Service Management. They had Jira Software in place for project management, but used a different help desk tool, alongside a separate knowledge base.

This meant that information and processes were often siloed, leading to inefficiencies and potential inaccuracies.

The organisation, therefore, wanted to introduce JSM as its primary ITSM tool. With a built-in knowledge base and integration with Jira, JSM would enable teams to centralise its IT Service Management processes and data, making work easier for its agents and end-users.

The Solution

AC led this company through the adoption of JSM.

Configuration and training lay at the heart of this project. We began by transferring and then enhancing configuration from their existing tool to JSM, for various teams. This included setting up request forms, knowledge bases and workflows.

This organisation had their own internal policies which directed how processes and tasks should be completed. Using some creative configuration, we were able to match JSM change requests and incident management features to these policies to ensure all processes were compliant.

We also made use of automation rules, to ensure efficiency around incidents and incident reporting.

This work was supported by comprehensive documentation and training sessions, which we delivered to Admins and users.

The Benefits

JSM is now used across multiple business areas, including Building Facilities, HR and Change Management, and as their general IT Helpdesk.

Teams have benefitted from reduced context-switching, centralised information and the integration between JSM and Jira Software.

Combined, these have undoubtedly contributed to time efficiencies in responding to tickets or incidents. The automations, meanwhile, have reduced manual processing and repetitive tasks.

The client was satisfied with the JSM adoption project, sharing that the project was delivered ‘efficiently and professionally’.

AC continues to support the teams at this company with our Managed Services provision.