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Revitalizing IT Service Management at O.C. Tanner with Jira Service Management

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O.C. Tanner was struggling with a homegrown ITSM application that was inflexible, over-complicated, and made it difficult for the company's agents to efficiently serve internal customers with a poor agent and end-user experience. 

Isos Technology was able to design and implement a custom Jira Service Management solution with the goal of improving their overall ITSM response times.

What You'll Learn...

How Atlassian's Jira Service Management solution resulted in:

  • Best-in-class ITSM leveraging a custom JSM solution with a Confluence-driven knowledge base
  • Automation of granular issue-tracking queues to route issues to appropriate help desk agents to speed resolution time
  • Automated rules application to ensure consistency for every triaged issue and expedite the most urgent issues
  • Improved user experience for ITSM agents and internal employees

Download the Case Study