[Case Study on Business Efficiency Improvement] JAL Infotech Co., Ltd.

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.

Other Management Services