Uniting five IT teams on one service desk, ticket history included

The challenge

This mid-sized WA mining company had grown quickly. It wanted its service desk to match its new size and maturity, and it wanted fewer platforms to run.

It used FreshService for its IT service desk but also held a Jira Service Management licence, and chose to consolidate on Atlassian. Its five Information Systems and Technology teams were at different levels of service desk maturity, and the company wanted them all in one tool.

The job was to set up Jira Service Management as the IT service desk, migrate the existing FreshService tickets with their full history, and support the rollout of the new service desk.

Our approach

We reviewed the high-level requirements and proposed a configured Jira Service Management solution, with a plan for the migration and rollout. A five-day, time-boxed proof of concept showed that the business's must-have needs could be met.

We then delivered in an agile way, with a focus on aligning the IT teams on one process for service desk responses and change management. New features arrived every fortnight for the client to review and accept.

The build covered 4 issue types and more than 25 request types, workflows that include the approval process for fulfilling requests, and scheduled and event-driven automation that simplifies raising new requests and sends custom notifications. An add-on integration handles email and Active Directory attributes. Team training and a test space prepared end users for the new system, and more than 13,500 active and historical tickets were migrated from FreshService.

The outcome

Every new request and incident is raised and resolved in one tool, Jira Service Management, and every active and historical ticket was migrated.

Dashboards and native Jira reporting track request counts, workload and service levels. Rich integration with Outlook and Teams means every conversation about a ticket is captured in the ticket.