Separate tools for change, incident, problem, work orders, and service requests hindered communication and collaboration.
Reliance on in-house portals for change and work order management increased manual effort and the risk of errors.
The lack of a structured framework resulted in inconsistent response and resolution times, impacting customer satisfaction.
The Solution
enreap partnered to implement a high-velocity ITSM solution, building upon their investment in Freshservice for service requests.
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.
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.
Confluence was implemented as a shared knowledge base, enhancing self-service and knowledge sharing across the ITSM ecosystem.
