Automating manual processes to ITSM/ESM environments

Automating manual processes to ITSM/ESM environments


Our Consulting cooperation with a global enterprise software development company began by supporting one of their external clients. After 2–3 years, the number of our external customers jumped to 10, and they were all using Atlassian products. As a result, the client needed to get IT and cloud consulting services in order to understand how to efficiently run their processes.


Automating manual processes for end clients and increasing productivity were the key two drivers for making changes to the clients' ESM environments and conducting consulting sessions with our certified Atlassian Experts. The company was also interested in additional configuration efforts that would help them to achieve good security and cost optimization.


The Consulting process consists of standard touchpoints, such as initial requirement analysis, clients' infrastructures review, client's products audit, products security checks.

The results were followed by a set of recommendations that showed the client what they were doing wrong. One of the key findings was that the client didn’t have good security because too many users had the level of access that they didn’t need. With our recommendation, the company changed the security model. During the consulting sessions, we showed the client how they could easily change the configuration of their third-party stakeholders, how to implement workflow schemas, how to screen schemas, and more.

On top of that, we guided the client step-by-step towards increasing infrastructure efficiency while decreasing costs. Instead of using agent accounts for their external clients, we suggested a number of plugins to reach the same goal.


Jira Service Management, Confluence, Jira Core, Trello, ScriptRunner for Jira, Tempo Timesheets, JSU Suite Utilities for Jira.


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