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Challenge
- Our client required best practice service support & delivery standards in accordance with ITIL*
- Data synchronisation needed to be maintained across our clients multiple Issue Management systems
- Our client required a suitable platform which would capture and store organisational knowledge and add value to the company
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Solution
- Performed an Audit of the existing support process in accordance with ITIL standards
- Implemented the Atlassian JIRA issue tracking system to supersede the existing Issue Management systems
- Implemented JIRA customisation encompassing:
- Company service level agreements for incidents & requests
- Escalation issues & notifications
- Implemented Confluence to capture and store organisational knowledge
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Result
- Onsite training provided on JIRA and Confluence Fundamentals
- Company support requests were able to be resolved as quickly as possible & in a prioritised fashion
- Our client was able to take advantage of a single system for Issue and Incident Management
- Our client was able to take advantage of a single repository for organisational knowledge
- Onsite consulting and mentoring provided
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