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Revolutionizing IT Support at H.Essers with Jira Service Management

H.Essers, a European logistics company, needed to modernize its IT support processes to improve efficiency and transparency. ACA Group implemented an IT service management (ITSM) solution using Jira Service Management, Confluence, and Insight to streamline workflows and automate operations. This integrated platform enhances service delivery, improves user experience, and increases operational efficiency through better visibility and structured IT support processes.

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01

Challenge

H.Essers faced challenges with its complex and inefficient IT service desk, which lacked transparency, was difficult to navigate, and wasn’t fully utilized by its 2,500+ users.

02

Solution

We implemented an innovative ITSM solution with Jira Service Management, Confluence, and Insight. This introduced a centralized customer portal, automation for approvals and workflows, real-time dashboards, and a knowledge base, making IT support more efficient and user-friendly.

03

Result

H.Essers achieved greater transparency, improved efficiency, and an enhanced user experience. Now the IT team can focus on critical issues while empowering users with self-service options. 

Challenge

A complex and inefficient IT Service Desk

H.Essers, a leading European transport and logistics company, needed a more user-friendly and efficient IT service desk. Their existing Microsoft System Center-based service desk was difficult to navigate, lacked transparency, and wasn’t being fully utilized. With 2,500 end users submitting around 100 requests per day, the company sought a new solution that would:

  • Improve transparency in ticket resolution times.
  • Increase user experience through simplification and automation.
  • Streamline processes to allow the support team to focus on critical issues.
  • Provide better insights via business intelligence and analytics.
Solutuion

Innovative ITSM with Jira, Confluence & Insight

To address these challenges, H.Essers transitioned to a modern IT Service Management (ITSM) system based on Jira Service Management, Confluence, and Insight. This solution offered:

  • A centralized customer portal (AskIT) integrated with Confluence (DocIT) for a streamlined and intuitive interface.

  • Automation for ticket approvals, request processing, and workflow management, reducing manual effort.

  • Dashboards for real-time tracking of ticket statuses, backlogs, and key performance indicators (KPIs).

  • A knowledge base that empowers users to resolve issues independently, reducing the burden on support agents.

  • Integration with Insight (CMDB) for asset and configuration management, ensuring a clear overview of IT infrastructure.

Visuals of the ITSM service desk for essers
Result

A transparent, automated and efficient IT Support System

H.Essers implemented an innovative IT Service Management (ITSM) system using Jira Service Management, Confluence, and Insight. A centralized customer portal (AskIT) with an intuitive interface made it easier for users to submit and track requests, while automation streamlined approvals and workflows, reducing manual efforts.

Real-time dashboards provided clear visibility into ticket statuses and key performance indicators (KPIs), enhancing transparency. A knowledge base (DocIT) allowed users to quickly find solutions, reducing service desk workload. Additionally, Insight CMDB ensured efficient asset tracking and IT infrastructure management.

This new ITSM solution improved efficiency, enhanced user experience, and increased service transparency, transforming IT support at H.Essers. 🚀

Let's collaborate!

Upgrade your IT Support with Jira Service Management

Have questions or want more info? Contact our experts!

Contact us
Contact us
ACA mug mok
Let's collaborate!

Upgrade your IT Support with Jira Service Management

Have questions or want more info? Contact our experts!

Contact us
Contact us
ACA mug mok
Let's collaborate!

Upgrade your IT Support with Jira Service Management

Have questions or want more info? Contact our experts!

Contact us
Contact us
ACA mug mok
Let's collaborate!

Upgrade your IT Support with Jira Service Management

Have questions or want more info? Contact our experts!

Contact us
Contact us
ACA mug mok

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