Summary
Challenge: The client, a leading European intellectual property firm, had fragmented ITSM tools and siloed processes, causing inefficiencies and potential inaccuracies. Jira Software was used for project management, but IT service requests relied on separate tools and knowledge bases.
Solution: We implemented Jira Service Management (JSM) as the central ITSM platform, transferring and enhancing configurations, aligning workflows with internal policies, introducing automation for incident handling, and providing documentation and training. JSM was rolled out across IT, HR, Facilities, and Change Management.
Outcome: CentraliSed processes reduced context-switching and improved efficiency, automation cut manual tasks boosting productivity, and ongoing Managed Services support ensures compliant, effective ITSM operations.
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.
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.
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.
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.
