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A Leading Television Manufacturer Partners with Isos Technology to Replace ServiceNow with Jira Service Management and Assets
52
collaborations sessions per year
20+
years in operation
4
years of collaboration
Project Snapshot
- The leading television manufacturers’ engineering teams were using Jira Software, but its ITSM team was using ServiceNow to power the service desk. Assets were being manually managed in Excel.
- The company wanted to streamline ITSM processes, simplify change management, increase automation, and improve asset management.
- Isos Technology implemented JSM, customized intake forms, redesigned workflows, enabled change, incident, and knowledge management, and leveraged automation.
- Isos implemented Assets to simplify hardware and software management and support improved and automated onboarding and offboarding processes.
- The company now benefits from streamlined ITSM, change management, and asset management processes that increase efficiency and provide greater visibility.
Our client
A well-known electronics company was founded more than 20 years ago with the belief that customers deserve the best technology for the best value. Today, the company is a leading manufacturer of televisions and sound systems, and its products are widely used in homes and businesses throughout North America.
Challenge
While the company’s software development teams were already using other Atlassian solutions, including Jira Software, to manage the software development lifecycle, the organization’s ITSM team used ServiceNow to support the service desk. This created a disconnect, and the company was looking for a way to bring DevOps and ITSM into the same system to support collaboration and streamline change management.
The company had previously worked with Isos Technology to migrate its Jira Software Server instance to Atlassian Cloud. After the successful migration, the company asked Isos to demonstrate the functionality of Jira Service Management (JSM). It soon became apparent that JSM could do much more than change management. The company saw an opportunity to streamline and simplify complex ITSM processes, take advantage of automation, and create much-needed visibility. The company was also interested in leveraging JSM’s knowledge and incident management capabilities.
The popular television manufacturer also had several outlying processes that they were looking to improve. First, the company kept track of assets like hardware, software, and specialized equipment in Excel. The process was manual, time-consuming, and error-prone. Second, the company had complex onboarding and offboarding practices that its HR and ITSM teams needed to collaborate on. Different parts of the process were being managed in different systems, making it difficult for the teams to collaborate and limiting visibility.
Solution
Isos Technology successfully implemented Jira Service Management by following a well-defined fourphase process which included plan, build, test, and deploy. In the planning phase, Isos collaborated closely with the company to gain a comprehensive understanding of the company’s use of ServiceNow and identify areas where improvements could be made. This allowed Isos to create a tailored solution that would address the company’s unique needs. Isos developed customized intake forms to collect the right information upfront, then streamlined workflows, leveraging automation as much as possible. When a ticket is opened, the system automatically generates any related subtasks and auto-assigns the ticket to the right team, which can be triaged and assigned to an individual agent.
Next, Isos enabled change management, incident management, and knowledge management capabilities. By bringing change management functionality into JSM, change requests are connected to the appropriate Jira issues, and visibility and traceability are created throughout the approval process. Knowledge management functionality means that when customers come to the service desk, they can self-serve by searching articles to solve their problems without opening a ticket.
Then, Isos implemented JSM’s built-in asset management solution, Assets. Now, software, software licenses, hardware, and other equipment can be tracked in the system and assigned to people. Isos also leveraged JSM and Assets to streamline and automate complex onboarding and offboarding processes. When a ticket is opened to onboard a new employee, related sub-tasks are automatically generated, requests for approval are sent, software and hardware can be assigned, and both HR and IT have visibility throughout the process. In addition, Isos implemented EazyBI to support in-depth, real-time reporting on Assets.
Results
Isos and the leading television manufacturer have been collaborating for over four years. The relationship between the two has evolved into a long-term, strategic partnership. The teams of Isos and the company meet on a weekly basis to set key objectives and address tactical approaches.
Simplified asset management: By moving asset management out of Excel and into JSM, the company has streamlined access to accurate, real-time data on asset usage.
Maximum value from Atlassian investment: As Isos brings more processes into JSM and implements more of its capabilities, the company realizes increased ROI on its investment in the solution.
Enhanced reporting: With more accurate data being collected in intake forms, automation that ensures no steps are missed, and EazyBI to supplement out-of-the-box dashboards and reports, the company benefits from cleaner, more accurate reporting.
Improved visibility and collaboration: By bringing change management and onboarding/offboarding processes into a single system, stakeholders have improved visibility into processes and can collaborate more closely.
Increased efficiency: Customized intake forms, streamlined workflows, auto-assigned queues, and automation increase efficiency and save agents time to dedicate to other tasks.
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