- Pamiatkowa 2/18, Poznań
A real estate company with over 200 employees partnered with several IT service providers, but lacked a centralized system for handling requests. Communication was handled exclusively via email, leading to confusion, duplicate requests, and difficulty tracking progress. Furthermore, there was no mechanism for verifying subcontractor work time or monitoring key IT service quality indicators, such as response and resolution times.
After analyzing the company's needs and processes, we implemented Jira Service Management as a central platform for managing IT requests. JSM is a modern, cloud-based tool distinguished by its intuitive operation and flexible configuration. A key element of the implementation was the launch of a self-service portal, which allowed employees to easily report issues – including directly from Microsoft Teams, even from their smartphones.
The system was configured to allow MSPs to access their own requests while also enabling effective collaboration through internal commenting. Additionally, we implemented mechanisms for approving selected request types and recording technicians' work time, allowing for better control over billable hours and improved cost transparency.
By implementing Jira Service Management, the company gained complete control over its IT processes. Resolve times were significantly reduced, and SLA monitoring allowed employees to continuously track the progress of their cases. The new system also enabled the collection of user feedback on support quality, enabling continuous improvement of the helpdesk.
Thanks to the unified system, the company gained a more efficient and structured model for collaboration with IT service providers. Other teams followed the helpdesk department's example, migrating their work to Jira Service Management. Implemented workflows for approving requests for granting and revoking authorizations allowed the company to seamlessly navigate audits, strengthening its compliance with regulations and security policies.
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