Complete Implementation of Jira Software for Blind Veterans UK

Case Study at a Glance

The Challenge

Impelmentation of a modernised IT service desk: able to solve bugs and enable more efficient operations

Software must provide clear visibility of the progress it is making to resolve issues

The Solution

Full installation of Jira Service Desk to track and manage issues

Full installation of Confluence to document required information

Software testing and training

Designing and creating complex workflows to map processes

The Benefit

Ease of issue management and documentation using customised, navigable software

Continued support in partnership with our IT technicians

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About the Company

Blind Veterans UK (BVUK) is a charity that provides services and support to ex-service men and women of all generations with visual impairments. The overall mission is centered towards helping them regain fulfillment, independence, and re-discovering life after sight loss.

The Challenge

Due to the increasing size of their customer base, BVUK had a requirement to implement a more up-to-date IT service desk where their technicians could track and monitor bugs and issues, as well as manage teams, processes and projects more efficiently. One of BVUK’s main requirements was that the software implemented must provide clear visibility of the status/progress of the work done on the issues raised.

The Solution

AC suggested the use of Atlassian applications Jira Service Desk (to track and manage all issues) and Confluence (to document all information needed both by the technicians and service desk users). AC advised Blind Veterans UK on the infrastructure they would need to smoothly run both applications, before carrying out the full installation and set-up of the products.

This included:

Setting up mail servers and handlers to process incoming and outgoing messages

Creating automation rules to automate a variety of areas, including setting Service Level Agreements (SLAs), approvals and triggering Jira status transitions, based on external input

Designing and creating complex workflows to map the processes used by the charity – without needing to alter their already streamlined processes

Creating a range of queues to group issues together, to be used by the IT technicians to easily manage the service requests created via the service desk

Extensive testing of the set-up of both applications and fully training all technicians on how to use them

The Benefits

Blind Veterans UK benefited from AC’s experience in implementing a vast range of IT and software solutions, with particular expertise with the Atlassian toolset…

Easy and customisable service desk

BVUK’s several hundred staff and volunteers have access to the customised, easy-to-use service desk that is provided by the configured Atlassian software, where they can log issues, communicate with the IT technicians and refer to the charity’s documentation that they have access to.

Improved management

They now have the software in place that has been tailored to their needs, allowing them to easily and clearly manage all of the charity’s IT issues.

Continued supoprt

The charity has continued to use AC’s services to receive IT support to ensure their applications continue to run smoothly, a testament to the services delivered.