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), improving automation, scalability, and service delivery.

Highlights

Transitioned IT Help Desk operations from Manage Engine to Jira Service Management (JSM)

Implemented automated workflows to enhance efficiency

Integrated Microsoft Teams and On-prem Active Directory with JSM

Challenges

A manual ticketing system leading to delays and inefficiencies

Limited automation capabilities, increasing workload for IT teams

Lack of real-time collaboration tools, making internal communication inefficient

The Solution

enreap conducted a thorough assessment of the client’s existing IT Help Desk workflows, analyzing gaps in service request management, reporting inefficiencies, and automation needs. The evaluation identified key areas for improvement, including process optimization, workflow automation, and system integrations.

Configured Jira Service Management (JSM) to align with IT Help Desk operations.

Enabled automated ticket assignment and resolution notifications.

Configured Atlassian’s default change management workflow with CAB approvals.

Integrated JSM with Microsoft Teams for real-time ticket updates.

Value Delivered

Following the successful implementation of Jira Service Management, the client experienced measurable improvements:

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.

Looking to optimize your IT support operations? Discover how enreap can help streamline your service management with Jira Service Management !