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 (JSM) Cloud became the core platform, seamlessly integrating with Freshservice & the client’s in-house tool for incident, change, problem, and work order management.
Atlassian Access bolstered security with Single Sign-On, while JMWE facilitated automated workflows within JSM, reducing manual errors.
Confluence served as a centralized knowledge base accessible to both JSM, improving knowledge sharing.
We leveraged the Azure Attribute add-on to fetch user details, ensuring seamless user management and efficient notification routing (SMS) via the client’s API.
