ITSM Solution Implementation
Implemented and configured Jira Service Management for Temenos' specific needs, including custom workflows, intelligent stakeholder identification and collaboration, and a centralized knowledge base.
- Geography:
- India
- Industry:
- Banking
- Solution:
- ITSM
- Services:
- Atlassian Managed Services
- Employee size:
- 5K +
The client
Our client is a Swiss-based company with a mission to revolutionize banking, is a global leader in banking software. Their open platform enables over 1.2 billion people to carry out their daily banking needs, representing 30% of the world's banking population. Founded in 1993, our client is the 3rd largest European software company.
Client requirements
- Inefficient Incident Response Difficulty in identifying and engaging the right stakeholders during critical incidents.
- Tool Integration & Migration Challenges integrating Opsgenie with internal systems and migrating data seamlessly from PagerDuty.
- Need for Continuous Support Requirement for uninterrupted, around-the-clock managed support to ensure business continuity.
Our approach & solution
To address the client's challenges and optimize ITSM processes, we began by conducting a detailed discovery to understand their existing infrastructure gaps and technology stack. Our team of experts proposed a customized ITSM solution for enhanced customer experience, leveraging Atlassian’s Jira Service Management. To enable seamless data flow we proposed the usage of plugins - Pagerduty, Opsgenie, Exalate, and Scriptrunner.
Data Migration from ServiceNow
Executed a meticulously planned migration strategy to ensure a smooth and seamless transition to Jira Service Management, maintaining data integrity.
Opsgenie Integration for Observability
Seamlessly integrated Opsgenie with the ITSM solution for enhanced observability and on-call alerting, facilitating proactive incident monitoring, rapid response, and efficient resolution.
24/7 Managed Support
Provided round-the-clock incident management, problem resolution, and preventive measures to maintain high service availability for Temenos' product team and external customers.
Value delivered
- 30% reduction in mean time to resolve (MTTR) for incidents.
- 99.9% uptime for their ITSM solution.
- 25% reduction in information search time for employees.
- 20% reduction in reliance on support staff.
- 15% increase in customer satisfaction ratings.
- Minimal downtime during the migration from ServiceNow to Jira Service Management.
Technology stack
Empowering A Leading Banking Software Company to Deliver Exceptional IT Services with Atlassian Managed Services
Optimize, Integrate, and Excel with our Atlassian Managed Services
ITSM