Solution
To address these challenges, ECC partnered with Isos Technology to implement Jira Service Management (JSM) as a centralized platform for managing requests, resources, and workflows. The project began with an extensive three-week onsite discovery process. Isos worked closely with stakeholders from 21 departments to understand their unique workflows, pain points, and desired outcomes, ensuring the solution was tailored to ECC’s needs.
The implementation focused on building a unified service portal that served as a single point of access for requests across IT, HR, Distance Learning, Institutional Research, and non-IT analyst departments. Dynamic workflows and approval processes were designed to automate repetitive tasks and ensure that requests were routed to the appropriate teams. Sensitive HR workflows were secured using issue-level security to restrict access to confidential information.
To support ECC’s extensive resource management needs, Isos transitioned the college to JSM Premium, enabling the use of Assets to track hardware, software, and other resources. This functionality was key to automating complex processes like onboarding, where parent and child tickets were generated to manage tasks such as provisioning equipment, software access, and workspace setup.