Case study | Atlassian
Transforming Service Delivery at Oman Data Park with Jira Service Management
- Geography: India
- Industry: IT Services
- Employees: 100+
- Solution: ITSM
- Services: Helpdesk Management
The client
Oman Data Park is a leading provider of data center, cloud, and managed IT services in the Sultanate of Oman. They offer a comprehensive suite of technology solutions to businesses and government organizations across the region, playing a crucial role in driving digital transformation.
Client requirements
Streamline ticket management
Improve issue resolution times and enhance customer satisfaction.
Improve incident and request management
Establish robust processes for handling unplanned events and fulfilling customer requests.
Enhance reporting and analytics
Gain valuable insights into service performance and identify areas for improvement.
Our approach
We collaborated with Oman Data Park to implement Jira Service Management as a unified ITSM solution. Our approach focused on streamlining ticketing, incident response, change management, and service requests through automation and self-service capabilities. We also established real-time reporting and a centralized knowledge base to enhance visibility and resolution efficiency.
Our solution
Robust ticket management
Streamlined ticket creation, routing, and resolution with automated workflows and customizable forms.
Comprehensive incident management
Established clear incident response procedures, including SLAs, escalation paths, and root cause analysis.
Efficient request fulfillment
Implemented a self-service portal with a catalog of services, enabling customers to easily request and track service fulfillment.
Enhanced change management
Introduced a structured change management process to minimize disruption and improve the quality of service changes.
Comprehensive reporting and analytics
Developed custom dashboards and reports to provide real-time insights into service performance, identify trends, and measure key performance indicators (KPIs).
Strong knowledge base
Created a centralized knowledge base to empower customers and agents with self-service options and improve problem resolution.
Testimonial
I have been extremely satisfied with the outstanding service and support provided by enreap. The team's expertise, proactive approach, and dedication to excellence have consistently exceeded our expectations. Their ability to deliver high-quality solutions efficiently and effectively has made a significant positive impact on our operations. I highly recommend enreap for their professionalism, reliability, and exceptional customer service.
Fahad Al Zakwani
Technical Project Manager, Oman Data Park
Business benefits
- Improved Customer Satisfaction: Faster resolution times, enhanced communication, and proactive issue prevention have led to increased customer satisfaction and loyalty.
- Increased Operational Efficiency: Streamlined workflows and automated processes have significantly reduced manual effort and improved team productivity.
- Enhanced Service Quality: Proactive incident management and improved change control processes have minimized service disruptions and ensured higher service availability.
- Data-Driven Decision Making: Real-time data and insights from JSM enable data-driven decision making and continuous improvement of service delivery.
Technology stack
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