Support, development and IT in one place
We introduced a shared internal Service Desk for multiple Partners Group SK companies. Built on Jira Service Management, the solution connects support, development and HR processes while automating repetitive tasks.
Brief
Partners Group SK managed requests in Redmine. The existing solution covered only part of the development process and offered limited configuration options and agile boards. Requests were assessed, approved where larger changes were involved, and then processed.
The aim was to unify IT process management, connect support with development and create a solution that could serve multiple companies. Requests needed to remain separate between companies, while a shared resolution team needed to manage them all in one place.
Solution
We began by analysing existing processes. Together with the client, we identified inefficient steps, defined team responsibilities and designed a process model.
In Jira Service Management, we introduced an internal Service Desk and incident, service request and change management based on ITIL principles. We added application and asset records, HR processes and automated rules for routing, approvals and follow-up tasks.
Client challenges
- Define the right level of process detail and structure project spaces around the client's needs.
- Bring requests from multiple companies together for a shared team while keeping them separate between organisations.
- Connect support with application and development teams, as well as project planning.
- Design a process model that supports further development and scaling.
Product scope
Services provided
- Process analysis and ITSM process design
- Jira Service Management implementation
- Approval workflow design and automation
- Connecting support, development and project management
- Setting up application, asset and organisational structure records
Technologies used
- Jira Service Management
- Assets
- Forms
- Operations
- Playbooks
- Automations
- Plans
Project solution
A shared Service Desk for multiple companies
We brought requests from individual companies together in one internal Service Desk. Each organisation can access its own requests, while the shared resolution team has them all in one place. Alongside incidents, service requests and changes, the solution also covers employee onboarding, changes and offboarding.
Connecting support with development teams
The system routes work to the appropriate first-line support team based on the application or request type. That team can pass a task to an application team in its development space. Developers can therefore follow up on support work without requiring a Jira Service Management licence.
Tasks can be grouped by application or resolution team in plans and boards. Teams can see related Service Desk work alongside independent development tasks. The hierarchy in Plans also supports project portfolio management.
Records that support processes
We configured application, hardware and organisational structure records in Assets. This information is used directly in processes, including work handovers and approvals. The solution also includes configuration management database (CMDB) management and a catalogue of systems and applications.
Automating repetitive manual steps
Rules and triggers handle request routing, initiate approvals, create follow-up tasks, manage status transitions and notify the people responsible. Selected requests are automatically sent to the business owner or direct manager for approval.
The client identifies automation capabilities and newly defined processes as the main benefits. Automation reduced manual administration, simplified day-to-day work and supported faster request processing with fewer errors. The unified environment made request management clearer and improved control over IT processes.
Open collaboration on changes
We handled smaller changes as they arose. We discussed larger changes with the client in more detail and adjusted the scope of work where necessary. The client describes the collaboration as positive and open.
