About the customer
Industry:Public sector
A public sector agency responsible for managing all historical and heritage assets in the country had a bright vision for the future. However, the team realized that the organization was constrained by the lack of automation and a unified view. Moving from a more manual to an automated setup and modernized systems that offered a single pane view could help improve operational efficiency and optimize costs.
Challenge
Absence of automation and unified view impeding efficiency
The public sector agency wished to bring in more automation, reduce manual effort and develop a secure and cost-effective solution for service management. The presence of multiple systems operating in silos meant that a cohesive single-pane view was not possible.
- Incident management via different systems with no unified view of incidents and SLA tracking
- No automated assignment
- Lack of self service
- Manual efforts to consolidate incident reporting
- Need for secured and cost-effective solution for service management
Solution
Automation and centralization with Atlassian JSM & AMS
Cloud Kinetics was brought in to help drive this change. The team implemented Atlassian Jira Service Management(JSM) and automated the allocation of incidents; tickets would be automatically assigned to the relevant support teams.
- Implemented Jira Service Management to drive unified incident management and auto
- allocation of incidents to managed services and AWS managed services team.
- Built a centralized service portal with automated workflows, tiered SLAs, and approval processes
- Enabled auto-assignment and categorization to route tickets to appropriate support teams
- Real time bi-directional integration between Atlassian JSM and AWS Managed Services
Success Metrics
Automation and streamlining help drive 22% efficiency gains
Post deployment, the organization noted significant efficiency gains that could be attributed to both the streamlining of processes and systems as well as the increased automation. User experience was improved with a unified single pane view.
Speed Faster incident resolution and service request handling with automated workflows
User Experience Unified single pane view for incident allocations, SLA tracking and reports
Efficiency
- ~22% efficiency gains driven by automation and streamlined processes
- 50–70% fewer AWS console logins for incident tracking
- Improved Audit Trail tracking
Equipped with this new centralized view and strategic automation, the public sector agency responsible for preserving the heritage of the nation will be able to efficiently handle any demands that the future brings.
