Case study | Atlassian
ASEAN Fintech Streamlines IT Resource Management with enreap’s Jira Service Management Solution
- Geography: Southeast Asia
- Industry: Financial Services
- Employees: 500 +
- Solution: ITSM
- Services: Resource Management
The client
A prominent fintech organization operating across ASEAN, our client serves a diverse clientele including banks, telecommunications, and consumer finance companies. With a strong focus on delivering efficient consumer credit management services, the company sought to optimize its IT resource management processes to support its rapid growth and operational excellence.
Client requirements
Streamlined IT Onboarding and Offboarding
The client required automation and centralization of onboarding/offboarding processes to eliminate errors, delays, and inconsistencies caused by manual workflows.
Unified Security and Access Controls
A need to implement centralized access management and standardized security protocols to ensure regulatory compliance and enhance overall system security.
Structured Change Management
The client sought a clearly defined change management process with categorization of changes (standard, minor, major) to reduce confusion and improve operational efficiency.
Our approach
A thorough assessment of our client’s IT Service Management ecosystem revealed that the client was not using Jira Service Management to its full potential and that their IT infrastructure was fragmented, with several disconnected systems. Key findings included: Lack of a centralized platform for IT resource management Non-standardized workflows for IT provisioning and de-provisioning Ineffective change management processes Limited reporting and analytics capabilities.
Our solution
Centralized IT Request Management with JSM
A dedicated Jira Service Management (JSM) project was established to streamline IT onboarding/offboarding, enforce SLAs, automate workflows, and capture detailed request information via custom fields.
Enhanced Change Management Process
Leveraged JSM’s change management features to define structured workflows and approval processes for various change types, including impact assessment mechanisms to mitigate risks.
Self-Service Empowerment through Knowledge Base :
Integrated Confluence with JSM to provide a centralized knowledge portal featuring FAQs, how-to guides, and robust search functionality to support user self-service and reduce support load.
Business benefits
- Increased Efficiency: Automated workflows reduced manual effort and errors in IT resource provisioning and recovery, leading to faster turnaround times.
- Improved Security and Compliance: Centralized access controls, standardized processes, and JSM's audit logs enhanced security posture and ensured adherence to regulations.
- Enhanced Change Management: Streamlined change management processes minimized disruptions, improved operational agility, and reduced risks associated with changes.
- Empowered Employees: The knowledge base and self-help portal enabled employees to independently resolve common IT issues, reducing dependency on IT support and improving overall productivity.
- Data-Driven Decision Making: Comprehensive reporting and analytics from JSM provided valuable insights for optimizing IT resource management strategies and resource allocation.
Technology stack
Our case studies
enreap is a partner in client’s digital transformation journey to help achieve Operational Delivery Excellence
Empowering a Global Engineering Leader to Modernize DevSecOps
Learn how a global engineering leader standardized CI/CD, automated compliance, and fostered a DevSecOps culture through security scans, SCA, and training.
Empowering a Global Travel Innovator to Accelerate DevOps
Discover how a global travel innovator enhanced agility and scalability by transforming their DevOps with GitLab.
Optimizing IT Help Desk Operations: Transitioning from ManageEngine to Jira Service Management
Discover how enreap enhanced IT help desk efficiency for a leading global BPO by migrating from ManageEngine to Jira Service Management (JSM).
Optimizing Change, Incident, and Request Management at Lion Brewery Co. with Atlassian
See how Lion Brewery Co. optimized workflows and accelerated IT issue resolution with Atlassian JSM!
Optimizing IT Operations and Development with Atlassian Tools for a leading healthcare organization
Explore how enreap optimized IT operations & development in a leading healthcare with Atlassian Jira and Confluence.
Transforming Work Management with Jira and Confluence for Finance House
Explore how enreap helped Finance House in transforming Work Management with Jira and Confluence.
Streamlining Project Delivery with Jira at Sobha Realty
Read how enreap streamlined project delivery for Sobha Realty using Jira. Discover how our solutions can optimize your project management processes.
Transforming Service Delivery at Oman Data Park with Jira Service Management
Discover how enreap transforming Service Delivery at Oman Data Park with Atlassian Jira Service Management –
Transforming Project Management for Efficiency and Transparency at a leading credit bureau in the UAE
Read how enreap helped AECB to enhance project transparency & efficiency with Jira & Confluence.
Boosting Efficiency and Compliance: Mashreq Bank’s Knowledge Management Success
Read on how Mashreq bank enhanced operational efficiency, mitigated risks, and ensured regulatory compliance through a centralized knowledge repository and collaboration platform.
Transforming DIFC’s IT Landscape with Jira and Confluence
Read on how enreap helped Dubai International Financial Centre (DIFC) by implementing a comprehensive solution leveraging Jira and Confluence and achieved streamlined workflows and increased productivity.
Maximising Operational Efficiency: Unifying Systems through JSM Adoption for a Global GRC Leader
Read how a global GRC leader streamlined operations and enhanced customer experiences by implementing a comprehensive ITSM solution.