Optimizing Change, Incident, and Request Management at Lion Brewery Co. with Atlassian

See how Lion Brewery Co. optimized workflows and accelerated IT issue resolution with Atlassian JSM!

Highlights

Automated workflows for change requests, service requests, and incident management.

Custom dashboards and reports to monitor key ITSM metrics.

Automated escalations and notifications to improve response times.

Challenges

Manual ticket tracking, causing delays and mismanagement.

Lack of automation, leading to approval bottlenecks.

Limited visibility into IT performance metrics.

The Solution

We implemented Jira Service Management (JSM) with a focused approach, delivering four key solutions:

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.

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.

We developed custom dashboards for real-time monitoring, configured SLA compliance reports, and implemented resource utilization reports to optimize workload distribution.

We trained end-users on ticket submission and tracking, provided admin training on workflow management, and launched a self-service portal.

Value Delivered

With Atlassian JSM, Lion Brewery Co. Streamlined their workflows and reduced the time required to resolve IT issues.

A user-friendly portal and automated notifications have made it easier for employees to submit and track requests.

Comprehensive reporting and dashboards have provided insights into IT performance and areas for improvement.

Clear workflows and SLA tracking have improved accountability and ensured timely resolution of issues.

See how Jira Service Management can revolutionize your IT. Request a demo now.