In-house development of ITSM tools has achieved faster trouble response for 35,000 people and improved support quality!
We would like to introduce a case study on the implementation of the inquiry management and incident management tool "Jira Service Management" at JAL Infotech Co., Ltd. With the support of Ricksoft, we achieved the in-house development of an ITSM system aligned with ITIL using JSM, as well as the integration of inquiry contact points. While keeping costs to nearly one-hundredth of the initial estimate, in-house development has enabled rapid adaptation of workflow design to changes and needs on the ground, significantly contributing to the optimization of internal IT resources and the improvement of end-user satisfaction. [Case Overview] ■ Background and Challenges: Information and knowledge were dispersed due to a siloed help desk structure, resulting in inconsistent support quality for users. ■ Implementation Effects: - Established a system where 100 people handle 35,000 inquiries through the unification of inquiry contact points. - Achieved faster trouble resolution and improved support quality. *For more details, please download the PDF or feel free to contact us.
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Since the dawn of Atlassian products, our company has been implementing Atlassian products for our customers. In particular, as an Atlassian Platinum Solution Partner, we have a proven track record of building a value chain for the implementation and stable operation of these products for customers of various sizes. We provide the introduction and utilization of Atlassian tools that create value for our customers. Please feel free to contact us if you have any requests.
