Case study | Atlassian
Empowering A Leading Banking Software Company to Deliver Exceptional IT Services with Atlassian Managed Services
- Geography: India
- Industry: Banking
- Employees: 5K +
- Solution: ITSM
- Services: Atlassian Managed Services
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
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.
Our solution
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.
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.
Business benefits
- 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.
- 20% reduction in critical incidents.
- 15% increase in employee productivity within the ITSM team.
Technology stack
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