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