Case study | Atlassian
Beyond Freshservice: Telecom giant achieves high-velocity ITSM with enreap & JSM Cloud
- Geography: Southeast Asia
- Industry: Telecom
- Employees: 10K +
- Solution: ITSM
- Services: Migration
The client
Our client is an award-winning international communications company operating across the Middle East, North Africa and Southeast Asia. Serving a customer base of more than 138 million people in 10 countries, they deliver a leading data experience through a broad range of content and services via their advanced, data-centric mobile and fixed networks.
Client requirements
Centralized and Scalable ITSM Platform
A unified solution to replace siloed tools, streamline workflows, and support future growth.
Automation and SLA Enforcement
Automated processes with defined SLAs to ensure consistent service delivery and reduce manual effort.
Advanced Reporting and Problem Management
Robust analytics and structured problem management to drive performance improvements and faster issue resolution.
Our approach
enreap conducted a comprehensive assessment of the client’s ITSM ecosystem, identifying critical pain points such as siloed processes, lack of SLA management, and limited scalability. We highlighted inefficiencies in change management, reporting, workflow integration, and in-house tools—laying the foundation for a strategic ITSM transformation tailored to the client’s growth and operational excellence.
Our solution
Integrated ITSM Ecosystem with JSM Cloud
Jira Service Management Cloud was established as the core platform, integrated with Freshservice and in-house tools to manage incidents, changes, problems, and work orders.
Enhanced Security, Automation, and User Management
Atlassian Access enabled Single Sign-On (SSO), JMWE powered automated workflows, and the Azure Attribute add-on streamlined user management with efficient SMS-based notifications.
A Centralized Knowledge Management
Confluence was implemented as a shared knowledge base, enhancing self-service and knowledge sharing across the ITSM ecosystem.
Business benefits
- Centralized Platform: A unified platform provides a holistic view of all ITSM activities, enhancing collaboration and visibility.
- Improved Workflows: Streamlined workflows with automation ensure efficient request processing and resolution.
- Enhanced SLA Management: A structured SLA framework guarantees consistent service delivery, improving customer satisfaction.
- Effective Problem Management: Confluence as a knowledge base facilitates efficient root cause analysis and problem resolution.
- Robust Reporting & Analytics: The client can now generate detailed reports to gain performance insights and identify areas for continuous improvement.
- Increased Scalability: The new ITSM solution can adapt to the client’s future growth needs.
- Reduced Operational Costs: Automation and streamlined workflows reduce manual effort and associated costs.
- Improved Staff Productivity: Automated tasks and centralised knowledge base empower staff to focus on higher-value activities.
Technology stack
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