More Effective Tools and Processes
Digital transformation of IT service request management system supported by Atlassian Jira Service Management.
"Matti from Rebooted Solutions helped us clarify the core elements and provided the necessary external perspective and experience from similar projects, based on which the target state was clearly defined."
Samu Kuosmanen
Director of ICT, Siun Sote
Description
Customer's challenge
North Karelia Wellbeing Services County Siun Sote's ICT services faced challenges with the efficiency of current tools and processes. The goal was to explore how Atlassian Jira Service Management could support the organization's resource and process optimization. The client's objective was to initially develop a simple system for managing service requests in ICT services, which could later be expanded into a more comprehensive solution.
Our solution
Rebooted Solutions started the project with a brief assessment and designed the workshop framework in collaboration with the client. During the workshop, the expert facilitated the discussion and provided solution proposals for process development and best practice sharing. Through interactive discussions, valuable insights and concrete action proposals for improving ICT services emerged. Additionally, potential use cases and expansion opportunities for Jira Service Management were identified.
Results
At the end of the project, a comprehensive final report was created, serving as a roadmap for the client on their digital transformation journey. The report included:
- Detailed high-level architectural description
- Phased implementation plan
- Challenges identified in the workshops and concrete proposals for addressing them
- Proposals for Jira Service Management service portal service categories and work requests, as well as descriptions of efficient service management workflows
Duration:
1 month
Client feedback
At the end of the project, feedback was collected from the client regarding the content of the workshops, the facilitator's expertise, and the insights gained.
How useful did you find the workshop content for your organization's needs?
- The workshops were extremely useful and our time together was efficiently utilized.
How have the topics addressed in the workshops helped you understand solutions to your organization's challenges?
- The expert from Rebooted Solutions helped us clarify the core elements and provided the necessary external perspective and experience from similar projects, based on which the target state was clearly defined.
In what way did the expert-guided discussion and solution proposals during the workshop bring added value or new perspectives to solving your organization's challenges?
- Experience from numerous similar implementations provided perspective and best practices. The workshops were discussion-based and the expert actively sought to understand our needs and positively challenged our thinking.
How would you evaluate the specialist's expertise and ability to lead the workshops?
- Excellent!
Why would you recommend Rebooted Solutions Oy and their expert to other clients?
- Expert tailored to specific needs. We only paid for expert work and no unnecessarily heavy project organization was built around the need.
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