Case study | Atlassian
Beyond Freshservice: Telecom giant achieves high-velocity ITSM with enreap & JSM Cloud
- Geography: SEA
- 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
Unified IT Service Management
Consolidate fragmented ITSM processes into a centralized platform for improved efficiency and collaboration.
Standardized Service Workflows
Streamline incident, problem, change, work order, and service request management through consistent workflows.
Workflow Automation
Reduce manual effort by automating service management processes and eliminating reliance on disconnected tools.
SLA-Driven Service Delivery
Implement structured SLA management to ensure consistent response and resolution times.
Enhanced Reporting & Visibility
Enable centralized dashboards and reporting to improve operational insights and decision-making.
Scalable ITSM Platform
Establish a future-ready service management solution capable of supporting business growth and evolving operational needs.
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
Implemented Jira Service Management Cloud as the central platform for incident, change, problem, and work order management.
Enhanced Security, Automation, and User Management
Enabled Single Sign-On using Atlassian Access to strengthen security and simplify user authentication.
A Centralized Knowledge Management
Deployed Confluence as a shared knowledge base to improve collaboration and self-service.
Freshservice Integration
Integrated JSM with Freshservice and the client’s in-house portal to deliver a seamless service management experience.
Automated Workflows
Leveraged JMWE to automate workflows, reducing manual effort and improving process efficiency.
Streamlined User Management
Integrated Azure Attribute add-on and SMS notifications via the client’s API for efficient user provisioning and communication.
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.
Technology stack
