Case study | Atlassian
Optimizing Change, Incident, and Request Management at Lion Brewery Co. with Atlassian
- Geography: Southeast Asia
- Industry: Food & Beverages
- Employees: 500 +
- Solution: ITSM
- Services: Incident Management, Change Management
The client
Lion Brewery Co. is a renowned craft beer company committed to delivering premium beverages while optimising internal operations. Our client previously used a legacy tool for IT service management, which presented challenges in efficiently tracking and resolving IT issues. They sought to modernize their IT service management to improve efficiency and user experience across the organization.
Client requirements
Automated & Efficient Ticket Management
The client required a system to replace manual tracking, eliminate delays, and prevent mismanagement of IT support tickets.
Automated Workflows & Improved Visibility
The client needed automated approval processes to remove bottlenecks and enhanced visibility into key IT performance metrics.
Unified Workflows & Consistent Notifications
The client required integrated workflows for seamless request management across teams and consistent notification/escalation mechanisms to improve response times.
Our approach
We collaborated with Lion Brewery Co. to thoroughly understand their requirements and pain points. Through workshops and document reviews, we identified their specific needs for each ticket type (incident, request, and change), including workflows, approvals, notifications, and reporting requirements. This discovery phase was crucial for designing a solution that met their unique needs.
Our solution
System Configuration & Customization
We tailored JSM to Lion Brewery Co.'s specific needs. This included configuring change request, incident, and service request workflows, establishing a three-tier ticket hierarchy (department > pillars > categories), and automating approvals using Azure AD for dynamic approver assignment.
Workflow Automation
We streamlined key IT processes through automation. For change requests, we implemented a multi-stage approval process, integrated risk assessment, and configured rollback plans. For incidents, we designed an automated triage system with escalation mechanisms and real-time notifications. For service requests, we created templates, automated assignments and approvals, and enabled user self-service.
Reporting & Analytics
We developed custom dashboards for real-time monitoring, configured SLA compliance reports, and implemented resource utilization reports to optimize workload distribution.
Testimonial
Partnering with enreap to implement Jira Service Management has been a game-changer for us. Their expertise in ITSM optimization helped us move from a legacy system to a modern, automated platform that streamlines change, incident, and request management. With custom workflows, real-time reporting, and self-service capabilities, our IT operations are now more efficient and user-friendly. The enreap team truly understood our challenges and delivered a seamless solution that enhances visibility, accountability, and response times. We highly recommend enreap for their professionalism, deep technical knowledge, and commitment to delivering results.
Hansika Geekiyanage
Assistant Manager - IT Infrastructure & Operations at Lion Brewery
Business benefits
- Improved Efficiency: Streamlined workflows and automation have reduced the time required to resolve IT issues.
- Enhanced User Experience: A user-friendly portal and automated notifications have made it easier for employees to submit and track requests.
- Better Visibility: Comprehensive reporting and dashboards have provided insights into IT performance and areas for improvement.
- Increased Accountability: Clear workflows and SLA tracking have improved accountability and ensured timely resolution of issues.
- Simplified User Management: Azure AD integration has streamlined user access and permission management.
Technology stack
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