Jira Service Management for Clarebout: so much more than just an IT helpdesk!

Clarebout, a food processing company in the frozen potato products industry, needed a scalable IT service desk to support rapid growth but relied on an insufficient open-source system. ACA Group implemented an IT service management (ITSM) solution to standardize processes and improve support operations. This solution increases efficiency, enhances service quality, and provides a reliable, scalable platform for managing IT services across the organization.

Challenge

Clarebout required a modern service desk to replace its outdated system, accommodating rapid company and IT department growth.

Solution

Jira Service Management was implemented as a scalable and adaptable system, later expanding to support infrastructure and construction needs.

Approach

With an agile methodology, we completed the implementation swiftly, trained staff for autonomy, and iteratively expanded the system’s scope through collaboration.

Result

The comprehensive Jira system streamlined IT and infrastructure processes while bolstering construction management, aligning with Clarebout’s dynamic growth.

Clarebout had already chosen for Atlassian’s Jira Service Management as its solution for a service desk. Jira is a modern service desk aimed at collaboration, quick service and an excellent integration with other Atlassian products. Through a focused collaboration and an efficient approach, we were able to implement Jira a whopping 50% faster than expected. We used the extra time available to train Clarebout’s staff members.

This way, Clarebout is able to take a large portion of Jira’s configuration in its own hands, but still count on ACA for any specialized knowledge.

First expansion: inventarization of 800 cameras, 300+ mobile phones, servers and more

Thanks to the success of the project, combined with the mutual trust between Clarebout and ACA, the project soon expanded beyond its initial scope. The next step of the project consisted of an inventarisation of Clarebouts entire infrastructure in Jira using Lansweeper and Insight. (Its production environment houses about 800 cameras, more than 300 mobile phones, servers, …). Because of this step, Clarebout now enjoys a joined ticketing system for its IT-service desk as well as its infrastructure management.

Second expansion: support during construction

To further support its strong growth, Clarebout is currently building a few new production facilities. Jira turned out to be an excellent supporting tool for this as well. The construction’s planning, current status, associated risks, those responsible and other details of a construction site are all stored in Jira. This allows Clarebout to precisely follow up on the construction of a new production facility.

Clarebout successfully replaced its outdated IT service desk with Jira Service Management, implemented 50% faster than expected by ACA. The project expanded beyond IT support, integrating inventory management for 800+ cameras and 300+ mobile phones and supporting new production facility construction with real-time issue tracking and automated notifications. This transformation showcases Jira’s versatility and ACA’s expertise in turning a simple helpdesk into a comprehensive business operations tool.

Let's collaborate!

Ready to streamline your operations with Jira Service Management?

Contact our experts for more info.

Let's collaborate!

Ready to streamline your operations with Jira Service Management?

Contact our experts for more info.

Let's collaborate!

Ready to streamline your operations with Jira Service Management?

Contact our experts for more info.

Let's collaborate!

Ready to streamline your operations with Jira Service Management?

Contact our experts for more info.

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