Case study | Atlassian
Optimizing IT Help Desk Operations: Transitioning from ManageEngine to Jira Service Management
- Geography: India
- Industry: Outsourcing
- Employees: 10,000+
- Solution: IT Service Management
- Services: Helpdesk Management
The client
A leading global BPO company specializing in customer service, customer experience, and digital solutions. With operations across North America, Asia, Europe, and the Caribbean, and a workforce of over 40,000 employees, the company provides multilingual support, software development, automation, and process excellence to global brands.
Client requirements
IT Help Desk Setup with JSM
Establish an IT Help Desk using Jira Service Management (JSM) to streamline ticketing and support operations.
Change Management Implementation
Design and implement a structured change management process to ensure controlled and compliant change execution.
JSM Integration with Teams & AD
Integrate Jira Service Management with Microsoft Teams and On-premises Active Directory (AD) for seamless collaboration and centralized user management.
Our approach
A detailed assessment of the existing IT support workflows revealed inefficiencies in tracking and managing service requests. The absence of automation, SLA tracking, and integration capabilities highlighted the need for a more efficient solution.
Our solution
Optimized JSM for IT Help Desk
enreap configured JSM with customized workflows, automation rules, approval processes, and SLA tracking for efficient IT support operations.
Enhanced Efficiency through Automation & Integration
Automated ticket assignments, notifications, SLA breach alerts, and auto-closure were implemented, along with integrations with MS Teams and Atlassian Guard for improved communication and SSO.
Empowered End Users & Ensured Smooth Adoption
A self-service portal was designed for end users, complemented by comprehensive training sessions and post-implementation support.
Business benefits
- Increased efficiency: Reduced manual efforts with automated workflows
- Improved tracking: Enhanced visibility into service requests and change management
- Better user experience: Dedicated help desk portal for seamless interactions.
- Real-time updates: Microsoft Teams integration for instant notifications.
- Enhanced security: SSO authentication via Atlassian Guard
Technology stack
Our case studies
enreap is a partner in client’s digital transformation journey to help achieve Operational Delivery Excellence
Empowering a Global Engineering Leader to Modernize DevSecOps
Learn how a global engineering leader standardized CI/CD, automated compliance, and fostered a DevSecOps culture through security scans, SCA, and training.
Empowering a Global Travel Innovator to Accelerate DevOps
Discover how a global travel innovator enhanced agility and scalability by transforming their DevOps with GitLab.
Optimizing IT Help Desk Operations: Transitioning from ManageEngine to Jira Service Management
Discover how enreap enhanced IT help desk efficiency for a leading global BPO by migrating from ManageEngine to Jira Service Management (JSM).
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!
Optimizing IT Operations and Development with Atlassian Tools for a leading healthcare organization
Explore how enreap optimized IT operations & development in a leading healthcare with Atlassian Jira and Confluence.
Transforming Work Management with Jira and Confluence for Finance House
Explore how enreap helped Finance House in transforming Work Management with Jira and Confluence.
Streamlining Project Delivery with Jira at Sobha Realty
Read how enreap streamlined project delivery for Sobha Realty using Jira. Discover how our solutions can optimize your project management processes.
Transforming Service Delivery at Oman Data Park with Jira Service Management
Discover how enreap transforming Service Delivery at Oman Data Park with Atlassian Jira Service Management –
Transforming Project Management for Efficiency and Transparency at a leading credit bureau in the UAE
Read how enreap helped AECB to enhance project transparency & efficiency with Jira & Confluence.
Boosting Efficiency and Compliance: Mashreq Bank’s Knowledge Management Success
Read on how Mashreq bank enhanced operational efficiency, mitigated risks, and ensured regulatory compliance through a centralized knowledge repository and collaboration platform.
Transforming DIFC’s IT Landscape with Jira and Confluence
Read on how enreap helped Dubai International Financial Centre (DIFC) by implementing a comprehensive solution leveraging Jira and Confluence and achieved streamlined workflows and increased productivity.
Maximising Operational Efficiency: Unifying Systems through JSM Adoption for a Global GRC Leader
Read how a global GRC leader streamlined operations and enhanced customer experiences by implementing a comprehensive ITSM solution.