Revitalizing ITSM with Jira Service Management for O.C. Tanner
Our client
O.C. Tanner is a global leader in employee recognition and workplace culture solutions, headquartered in Salt Lake City, Utah. Founded in 1927 by Obert C. Tanner, the company has evolved from a jewelry business into a provider of comprehensive recognition programs designed to help employees feel appreciated and perform at their best. Their flagship platform, Culture Cloud®, offers tools for daily recognition, service milestones, and personalized awards. O.C. Tanner is also known for its commitment to research, publishing the annual Global Culture Report to analyze and forecast workplace culture trends worldwide.
Challenge
O.C. Tanner takes the business of ‘keeping employees happy’ very seriously as they develop and deploy strategic employee recognition and reward solutions for more than 8,000 customers. Their SaaS-based suite of products are designed to help people accomplish and appreciate great work, so that happy employees can help create happy customers.
Their mission includes keeping 1,500 employees happy by delivering a user-friendly experience with IT services. But the internal IT team was struggling with a homegrown IT service management (ITSM) application that created more headaches than it cured. The system was inflexible, over-complicated, and made it difficult for the company’s agents to efficiently serve internal customers with a poor agent and end-user experience.
Solution
Isos Technology worked closely with O.C. Tanner to design and implement a custom Jira Service Management (JSM) solution with the goal of improving their overall ITSM response times. Isos developed a detailed matrix to map out the company’s specifc SLA requirements against two key criteria: impact to systems and urgency. The resulting matrix defined the following priority levels:
The priority matrix helped define precisely how to customize the SLA terms and therefore, how to customize JSM to automate very granular issue-tracking queues in order to isolate issues for the appropriate agents. This means the subjectivity of issue priority was removed completely, and JSM was configured to automate the process of applying the rules consistently to every triaged issue. Once ‘impact’ and ‘urgency’ rules are set, the issue priority can populate automatically and push the issue through the appropriate agent queue.
Today, O.C. Tanner has a best-in-class, fully-customized ITSM application with Jira Service Management, built for their specific SLA terms and requirements for rules handling. The help desk team can quickly determine issue impact and urgency, identify the priority, and apply the rules consistently to every triaged issue. This means improved response times, an enhanced experience for agents and happy, well-served internal customers.
"Isos Technology was able to take the subjectiveness of priority out of our typical help desk issues. They helped us define specific requirements to determine impact and urgency for rules handling. As a result, they were able to automate our queues to determine priority, providing consistency for every triaged issue."
Director of Service Delivery
Results
- User-friendly ITSM application: O.C. Tanner’s help desk team and end users now have a clean, user-friendly interface that allows for fast and easy issue tracking from beginning to end. Defined workflows and clear queues with consistent priority assignments help shepherd tickets to the proper agents, and more accurately identify high-impact issues.
- Faster issue resolution and improved service: Now with clear workflows and a prioritization process, agents are able to reduce issue resolution time and consistently deliver on SLAs necessary to support more than 1,500 employees. Agents are able to uncover root causes and clear queues faster while minimizing issue impact to everyday operations.
- Reduced administration time and cost: With faster issue resolution times and improved adherence to SLAs, the company saves time and expense in running everyday operations. Employees, in turn, are able to better serve customers and be more responsive to new business inquiries.
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