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
Simplified & Standardized Workflows
Streamline service management workflows by eliminating redundant steps and reducing manual intervention.
Optimized Issue Management
Consolidate issue types and standardize fields to improve consistency and simplify service desk operations.
Enhanced Governance & Compliance
Implement role-based controls, standardized status workflows, and clear closure criteria to strengthen process governance.
Automated Approvals & Escalations
Simplify multi-level approval workflows and escalation paths to improve efficiency, visibility, and auditability.
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 Cleanup & 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 Consolidation
Merged similar issue types into unified categories such as Service Requests and Access Requests, eliminated obsolete types and redundant fields, and added resolution capture and transition screens for status changes.
Role-Based Access Control & Approval Matrices
Restricted critical transitions such as Approved and Closed to authorized roles, configured secure handling of sensitive statuses, and implemented parallel and incremental approval matrices routing Legal and Compliance sign-offs to managers and then to CXO level.
SLA & Reporting Enhancements
Aligned SLAs with standardized workflows and enabled reporting on linked issues, such as incidents tied to problems or changes, to improve visibility and tracking.
Training & Change Management
Delivered user training on the revised workflows and issue types, provided implementation guidance, and offered ongoing support with feedback loops for 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
