Case Study
Jira Service Management
FINSIA chose Jira Service Management and Systemology to implement an ITIL compliant service desk solution for its IT team. Read more about why and what was achieved.
DETAILS
Company Name: FINSIA
Date: Q4 2020
Website: www.finsia.com
FINSIA is Australia’s leading professional body for financial services. Industry-Leading Insights and 130+ Years Of Experience.
The need for change
Responding to strong growth in customer numbers, the client determined an urgent need to establish a professional service delivery management solution to receive, manage and respond to customer support requests. These interactions represented a first high-touch experience for new clients and as such was a high priority to deliver when factoring in the high growth the organisation was experiencing.
The organisation also highlighted that it faced the additional challenge of providing this service to customers within a very short period of time. The client’s team needed to determine the right solution, find the right partner and deliver a working solution within a matter of weeks; there were serious business and commercial implications if this was not achieved.
Jira Service Management Cloud: The Right Solution
The client had successfully used Jira Software in the cloud to manage the agile development of its IT applications and services that customers enjoyed. A scan of service management solutions in the market quickly determined that Atlassian’s Jira Service Management in the cloud was the best solution to use. Key to that choice where a number of features that delivered real business benefits, including:
- Easy DevOps integration, linking service desk tickets to software development work. This allows customer service agents to see when bug fixes and other software developments will be released, enabling them to keep affected customers informed.
- A flexible customer portal with knowledge base using Confluence cloud. This delivers a web portal for external customers to browse the service catalogue and easily submit requests for service. FAQs and other knowledge articles automatically appear allowing customers to self-service where possible, providing immediate service and reducing the number of inbound requests.
- Configurable ITSM processes for flexibility and right sizing. ITSM processes such as Incident, Problem, Change and Service Request processes are provided as default processes. These are easily modified to quickly establish processes that fit in with how the client team operate.
Jira Service Management – From Solution to Rollout
Systemology configured and deployed Jira Service Management and Confluence in the cloud within four weeks which provided the client a few more weeks for team training and preparation. With Systemology’s support the client went live within eight weeks of project start, achieving its key objective in delivering superior customer service within a tight timeframe.
Other important business outcomes the solution delivered included:
- A clear approval process that records the detail of all request approvals and provides a detailed audit trail.
- The ability to execute a range of configured SLA’s which provides easy visibility of performance and ensures high priority tickets are addressed in a timely manner.
- Jira’s dashboard provides detailed reports to a range of stakeholders making report access and analysis quick and easy.
The use of Jira Service Management has been so successful that the client is moving ahead with further innovation including integrating Jira with external vendor service desk systems to create vendor support tickets automatically from within Jira. This will save time and improve customer service resolutions times even further.
“If your company is new to service management and needs to implement an ITSM tool quickly, JSM is simple, cost effective, and easy to implement if you choose the right implementation partner like Systemology …it’s great having access to Jira knowledge and faster than having to figure out everything internally when the combined knowledge level is low. We also appreciate having a partner to manage our licensing.”
Identify the Business Problem
The client’s team advised that the requirement for the solution came as a result of their developing a 828 business model – they needed to implement an IT support model including a customer support portal, Service Desk Analyst recruitment, training, and mentoring, and ITIL service management.
The success measure was an MVP service management capability at go live including a helpdesk function and incident management.
Deciding on the Solution Your Business Needs
The Solution Decision: To enable a fast review and decision the client engaged a specialist consulting firm to assist in service management implementation including selection of an ITSM tool. Three tools were considered: Jira Service Management, Salesforce Service Cloud, and ServiceNow. Jira Service Management was the preferred option as it offered key functionality, was the most cost effective, and could be adopted easily as the organisation already had Jira for software development.
Solution Criteria: The criteria used in this decision process included: Ease of use, cost and implementation speed.
Partner Selection: The client quickly identified the requirement to engage an Atlassian Partner, resulting with Systemology being engaged. This was determined as a key requirement by the client: “we needed a partner as we didn’t have Jira Service Management skills in-house. We considered two implementation partners and chose Systemology.”
The Results
A range of great outcomes were achieved and the Jira Service Management solution provides a showcase within the company that other support teams can aspire to.
- Increase in Productivity 50%
- Increase in Customer Satisfaction 60%
- Decrease in Outages 60%
- Decrease in Emails to Service Desk 90%