Case study · WA Government
Replacing an IT service desk before the old licence ran out
DLGSC had four weeks to replace its IT service desk before the old licence expired. We had Jira Service Management live in under four weeks, with every agent trained and no downtime.
Outcomes
- < 4 weeks to replace the IT service desk with Jira Service Management
- 35 internal IT staff trained to manage the platform in-house
- No downtime and no issues after go-live
The challenge
The Department of Local Government, Sport and Cultural Industries (DLGSC) works with government, community organisations, peak bodies and other stakeholders towards a vibrant, inclusive and connected WA community.
DLGSC wanted to replace its existing IT service desk with Jira Service Management. The licence for the old service desk expired within four weeks, so the new one had to go live in time to avoid paying twice: on 18 December, just before Christmas. DLGSC also wanted better reporting, and advice on how to manage its assets in Jira.
Our approach
We delivered in an agile way so the solution met the business requirements early, with daily customer reviews and regular formal and informal catch-ups. The work was remote because of COVID-19, and the teams collaborated well over Microsoft Teams. Direct lines of communication with DLGSC's project manager let us find and clear blockers quickly to meet the deadline.
We configured and customised Jira Service Management with frequent input from DLGSC's IT staff for a smooth transition, and trained 35 internal IT staff to manage the platform in-house. We also prototyped asset management, with the Insight asset management app for Jira and with direct Jira configuration.
The outcome
Jira Service Management went live on 18 December with four customised service desk help options and every agent trained, and there was no downtime and no issues after go-live. DLGSC decommissioned its previous service desk in time to avoid an extra licence fee, and went ahead with Insight for asset management.
DLGSC can now support changes to its service desk in-house, where the previous one needed external resources.
“I don't think Interfuze could have done a better job.”
Where to next
Related work
The partner
- Atlassian at Interfuze Licensing, Cloud migrations, upgrades, training and support
Start small
JSM uplift sprint A fixed-scope first engagement.