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To improve efficiency, auditability, and overall service delivery, Expert360 were engaged to implement Jira Service Management (JSM) with JSM Assets as the centralised platform for handling requests.
The customer team faced challenges managing requests across the business using an inefficient email-based system. The lack of visibility and traceability led to delays and limited the ability to track and manage requests effectively.
To improve efficiency, auditability, and overall service delivery, Expert360 were engaged to implement Jira Service Management (JSM) with JSM Assets as the centralised platform for handling requests.
The customer team faced challenges managing requests across the business using an inefficient email-based system. The lack of visibility and traceability led to delays and limited the ability to track and manage requests effectively.
The solution introduced a new JSM project and successfully transitioned to a structured, auditable, and efficient JSM-based service desk.
Expert360 successfully delivered a comprehensive JSM implementation.
- Tailored request types and automated workflows
- Structured sub-categorisation system that efficiently directs requests utilising JSM Assets
- Automated request assignment with defined turnaround times, and escalation points ensured timely resolution.
- Additionally, implemented comprehensive reporting capabilities and enhanced visibility allowing to better manage requests, track statuses, and improve decision-making.
This JSM implementation uplifted efficiency and reduced delays across the client's operations:
- Increased efficiency.
- Requests are now processed faster, reducing delays in business operations.
- Improved visibility and tracking. Every request is now logged, tracked, and managed through to completion.
- Enhanced reporting capabilities: Stakeholders can easily access insights on request types, statuses, and resource allocations.
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