Description

The customer was looking for an Information Technology Service Management (ITSM) system to improve and enhance the customer support for both our internal-facing Service Desk and an external-facing Global Operations Center. It is a Software Company from the USA with more than 1,5K staff. 

Goal

The main goal was to find a solution that is aligned with Modern Incident Management processes; Define the ITSM process deployment roadmap and develop a high-level implementation plan to best meet priorities and support strategic initiatives.

Solution

We provided a general overview of the architecture for the Jira Service Management solution, described how Jira Service Management Suite supports the list of processes as asset management, incident management, status pages, IT Service Continuity Management, and much more.