Case Studies

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Fortune 20 Electronics Company Optimizes Jira and Confluence for ITSM Best Practices

By Praecipio Consulting on Jan 31, 2019 3:52:50 PM


Problem, change, and incident management requires ITSM best practices and properly configured tools in order to be effective. This is especially true for a Fortune 20 Enterprise that needs scalable processes (and the software to support it). When our client, a global electronics leader, recognized their need to have their Atlassian applications reflect and facilitate ITIL (Information Technology Infrastructure Library), they turned to us for help. Applying our extensive experience and knowledge with ITIL/ ITSM, we optimized their work practice and patterns and successfully implemented Jira Software and Confluence to help them achieve a streamlined set of processes for managing, tracking, and communicating their incidents, problems, resulting in significant reductions in meantime to recovery and resolution, increased meantime between failures, and greatly improved customer and IT Support personnel job satisfaction.

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