Case study | Atlassian
Strengthening ITSM Governance and Compliance for a Leading Bank in Singapore
- Geography: Singapore
- Industry: Banking
- Employees: 500+
- Solution: IT Service Management
- Services: IT Service Management
The client
Our client is a leading bank that runs its IT service operations on Jira Service Management across multiple functions, including IT support, asset management, access governance, incident handling, and release approvals. As adoption scaled, the platform's workflows, issue types, and approval paths had grown complex and inconsistent, creating governance, compliance, and efficiency challenges that needed to be resolved while staying aligned with ITIL best practices.
Client requirements
Workflow Standardization
Simplify and standardize workflows across multiple Jira Service Management projects to reduce complexity and manual effort.
Issue Type Optimization
Consolidate redundant issue types and fields into standardized categories for improved consistency and usability.
Governance & Access Control
Strengthen process governance with role-based permissions, standardized statuses, and controlled ticket transitions.
Automated Approval Management
Implement structured multi-level approval workflows for Legal, Compliance, Security, and CXO stakeholders.
Enhanced Collaboration & Traceability
Improve ticket visibility, escalation management, and end-to-end traceability across support teams.
SLA Management & Reporting
Align SLAs with standardized workflows and enable comprehensive reporting for linked issues and service performance.
Our approach
enreap's Jira Service Management specialists followed a phased, ITIL-aligned approach across all five JSM projects: the CMDB Project, IT Service Desk, Identity & Access, Incident Management, and Release Approvals. The engagement began with a detailed assessment of each project to identify cleanup areas, customization needs, and process improvements. Each project then moved through a consistent four-stage model: analysis and planning, execution and optimization, testing and validation through UAT, and training and deployment. This structured methodology reduced risk, ensured stakeholder alignment, and embedded governance and compliance into every workflow change.
Our solution
Workflow Optimization
Removed redundant transition steps, simplified escalation and approval paths, and automated status movements such as Resolved to Closed after SLA completion, reducing manual effort across all five projects.
Issue Type Standardization
Consolidated duplicate issue types and fields into standardized categories, introduced consistent status naming, and improved issue classification for better tracking.
Role-Based Governance
Implemented role-based access controls, secure transition permissions, and structured multi-level approval workflows for Legal, Compliance, Security, and CXO stakeholders.
SLA & Reporting Enhancements
Aligned SLAs with standardized workflows while enhancing reporting, linked issue visibility, and end-to-end ticket traceability.
Enhanced Collaboration & Escalation
Improved support group collaboration with controlled ticket ownership, streamlined escalations, and complete audit trails.
User Enablement & Change Management
Delivered user training, implementation guidance, governance documentation, and ongoing support to ensure successful adoption and continuous improvement.
Business benefits
- Streamlined workflows across five JSM projects with reduced manual intervention through automation
- Consolidated issue types and standardized status names for easier manageability and consistency
- Strengthened governance and compliance through role-based access control and defined closure criteria
- Improved collaboration via support groups, issue linking, and traceable escalation across teams
- Better SLA tracking and reporting aligned with business objectives
- Enhanced end-user experience and full alignment with ITIL best practices
Technology stack
