Case study | Atlassian
Optimizing IT Help Desk Operations: Transitioning from ManageEngine to Jira Service Management
- Geography: India
- Industry: Outsourcing
- Employees: 10K +
- 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
