Case study

Transforming Service Delivery at Oman Data Park with Jira Service Management

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Partner

Atlassian

Partner

Atlassian

Solution

ITSM

Industry

IT Services

Services

Helpdesk Management

The client

Oman data park logo

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

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Robust ticket management

Streamlined ticket creation, routing, and resolution with automated workflows and customizable forms.

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Comprehensive incident management

Established clear incident response procedures, including SLAs, escalation paths, and root cause analysis.

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Efficient request fulfillment

Implemented a self-service portal with a catalog of services, enabling customers to easily request and track service fulfillment.

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Enhanced change management

Introduced a structured change management process to minimize disruption and improve the quality of service changes.

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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).

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Strong knowledge base

Created a centralized knowledge base to empower customers and agents with self-service options and improve problem resolution.

Testimonial

Oman data park logo

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

Technology stack

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