The state unitary enterprise whose business includes supporting several dozen IT systems planned the implementation of an ITSM system.
The company's user support business had developed erratically for a long time, bringing about a state of affairs where many processes were overstressed, user support was delivered by different contractors, and the operators' instructions at all sites were quickly falling out of date. The customer made plans to optimize the processes in question and assume full responsibility for user support. The company initially contacted ICL Services for a consultation, and later requested ICL's service in setting up the operating processes in the ITSM system.
Key Challenges
- To provide solutions and organize the customer's processes to enable the customer to support all IT systems on its own.
Solution
Implemented our solution
- The customer's plan was to take over the first line of support only during the initial phase, leaving the second and third lines to contractors. To set up interfaces between all actors involved, what the company needed was a centralized IT services management system.
The ICL Services specialists advised the customer on the available choice of ITSM systems, assessed the principal needs of the actors involved, and homed in on the right solutions to satisfy those needs.
When the customer had made up their mind about the IT service control and management system they need, the customer then needed assistance with exporting the existing business processes to Jira Service Desk.
ICL Services specialists examined the documentation and analyzed the business process flow chart, which was built on other platforms' logic.
The customer's role model was never aligned with the vendor's recommendations. Therefore, in order to avoid access errors, it was decided to upgrade it for the necessary number of lines with compartmentalized access privileges.
It took three months to organize, profile and set up the roles and access procedures for technical support operators and engineers in Jira Service Desk, and to set up report templates, dashboards for administrators, and other incident management processes.
SLAs were also defined for the different support lines, telephony integration was completed, and guidance was given on how to use Confluence as knowledge base.
Products and technologies
- Jira Service Desk + Confluence
Results
- Users obtained a single access point for service requests, while the customer acquired a universal toolkit versatile enough to deliver support for several dozen IT systems from a centralized location.
- With Jira Service Desk in place, the enterprise has a much easier time controlling the performance of employees and contractors, processing requests, collecting reports, and setting up integration with analytical systems and new user communication channels.
- The customer has full latitude to scale up its new ITSM when the customer takes on the service of more IT systems, without any loss in process quality.