Case study | Atlassian
Maximising Operational Efficiency: Unifying Systems through JSM Adoption for a Global GRC Leader
- Geography: India
- Industry: Software Development
- Employees: 1K +
- Solution: ITSM
- Services: Implementation
The client
A leading global provider of integrated risk management (IRM) and governance, risk, and compliance (GRC) solutions faced challenges managing its IT service management (ITSM) operations. Multiple tools created data silos, hampered collaboration, and limited scalability. This ultimately hindered our client’s ability to deliver exceptional customer service. They partnered with enreap to implement a comprehensive ITSM solution, streamlining operations and enhancing customer experiences.
Client requirements
Unified and Scalable ITSM Platform
A centralized solution to eliminate tool silos, improve communication, and support future growth.
Advanced Reporting and Analytics
Capability to generate real-time reports and derive actionable insights for better decision-making.
Enhanced Automation and Self-Service
Implementation of automated workflows and a self-help portal to reduce manual effort and improve efficiency.
Robust Security and Compliance
A secure ITSM solution with built-in compliance support and centralized access control.
Cost-Effective and Future-Ready Infrastructure
A cloud-based platform to reduce maintenance overhead and address end-of-life concerns of legacy systems.
Our approach
Through a comprehensive assessment, enreap identified critical process, technical, and operational challenges in the client’s ITSM setup. Our approach focused on consolidating fragmented tools into a centralized, scalable system to eliminate silos and improve collaboration. We prioritized automation and self-service enablement to reduce manual workloads and enhance user efficiency. To address compliance, security, and long-term stability, we advised replacing homegrown tools and third-party plugins with native solutions, while also preparing for a seamless transition from Jira Server to a secure, supported platform.
Our solution
Consolidating ITSM tools
We migrated our client to Jira Service Management (JSM) on the Atlassian Cloud platform, streamlining their environment and eliminating the need for multiple tools.
Standardizing processes
We designed and implemented standardized workflows within JSM to improve efficiency and reduce redundancy.
Enhancing scalability
The migration to JSM Cloud provided a scalable platform that could adapt to our client's growing needs.
Empowering users
We integrated Confluence, a knowledge base solution, with JSM to empower users with self-help resources and reduce reliance on support agents.
Providing actionable insights
We integrated robust reporting tools with JSM, delivering valuable data for informed decision-making.
Business benefits
- Increased Efficiency and Transparency Centralized asset management improved operational efficiency and transparency, making vendor and contract information easily accessible.
- Cost Reduction Eliminating third-party tools and migrating to a cloud-based JSM reduced licensing, hardware, and maintenance costs.
- Enhanced Operational Efficiency Consolidating workflows within JSM minimized manual efforts and increased productivity through standardized processes.
- Improved Security and Compliance Reducing third-party dependencies strengthened data security and ensured compliance with industry standards, reducing risks.
- Holistic Support and Maintenance Unified support and maintenance processes simplified platform optimization and eliminated the need for managing multiple tools.
- Continuous Updates and Support Cloud-based JSM ensured ongoing updates, access to new features, and long-term support, addressing concerns about end-of-life for legacy systems.
Technology stack
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