Jira Service Management Implementation in Outsourcing Company

Home case study Jira Service Management Implementation in Outsourcing Company

Overview

Client Overview

The client is a business process outsourcing (BPO) company delivering services including document processing, payment services, HR consultancy, and IT support across multiple industries.

Operating in a multi-location environment with distributed teams, the organization manages a significant volume of internal IT issues, HR requests, and operational service tasks. With over 500+ users across the UK, Central Europe, and India, the company required a centralized and scalable service management platform.

Challenges Faced

Email & Spreadsheet Dependency: Internal IT, HR, and operations requests were managed through emails and spreadsheets, leading to inefficiencies and lack of traceability.

Unstructured Workflows: Absence of standardized workflows resulted in delays, missed SLAs, and poor visibility into service performance.

Lack of Centralized Service Desk: There was no unified platform to track, prioritize, and report on service requests across departments.

Limited Performance Visibility: Leadership lacked dashboards and real-time reporting to monitor service metrics and operational health.

Need for Scalable ITSM Platform: The organization aimed to implement Jira Service Management Cloud to streamline service delivery and improve accountability.

Avatu - Atlassian Gold Partner

Our Approach

Centralized Service Desk Implementation

Implemented Jira Service Management Cloud for IT, HR, onboarding, access management, and procurement.
Established structured request types tailored to departmental needs.
Built a unified service portal for streamlined request submission and tracking.

Workflow & SLA Configuration

Designed modular workflows with status transitions, approvals, and automation rules.
Configured SLAs for each request type (Time to First Response, Time to Resolution).
Automated ticket assignment, priority escalation, and email notifications.

Real-Time Alerting & Integrations

Integrated Opsgenie for real-time alerts on critical incidents via SMS and mobile notifications.
Enabled integrations with Email, Slack, and Microsoft Teams to improve collaboration.

Enablement & Governance

Delivered user training sessions for agents and requesters.
Developed documentation for process standardization and knowledge transfer.
Created dashboards and reports for leadership visibility and performance tracking.

Results Delivered

Reduction in Incident Resolution Time

0 %

Boost in User Satisfaction

0 %

Uptime Achieved

0 %

Centralized Service Management: Established a unified service desk across IT, HR, and Operations, improving coordination and accountability.

Improved SLA Adherence: Structured workflows and automation enhanced response times and reduced SLA breaches.
Enhanced

Collaboration: Real-time alerts and integrations improved cross-team communication and incident handling.

Leadership Visibility: Dashboards and reports enabled data-driven decisions and proactive service management.

Operational Efficiency: Automation reduced manual effort, streamlined request handling, and improved service delivery standards.

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