Modernizing IT Service Management For A Lifestyle & Retail Brand

How a leading lifestyle brand streamlined IT service and asset management across its diverse business units to build scale, automation and integration capabilities.

About the customer

Leading lifestyle brand with diverse businesses in jewellery retailing, real estate, hospitality, financial services, and precious metal trading
Industry:
Retail
Location:
Asia

Challenge

No standardized ITSM processes

Limited flexibility for third-party integrations

Inefficient customizations, not aligned to business needs

Lack of reporting & dashboard capabilities

User interface not intuitive or efficient

Manual error-prone asset management

Solution

CK implemented ITSM & ITAM solutions covering:

ITSM: Incident, problem, service request, change request

ITAM: Hardware asset management and software asset management)

Self-service portal

Release management

Workflow automator and orchestrator

Contract management

Employee onboarding/deboarding

Integrations with third-party systems

Success Metrics

The transformation led to a 30% reduction in resolution times, improved agent efficiency, and successfully migrated 100,000+ tickets to a standardized, integrated ITSM platform.

 

Speed

Higher ticket resolution and agent utilization through auto-allocation and skill-based routing

Process Improvement

~30% reduction in FTR and MTTR through automation and ITSM process improvements

Seamless Migration

Migrated ~100,000 tickets and 1000s of knowledge articles to the new platform

Tags: Atlassian IT Asset Management (ITAM) IT Service Management (ITSM) Jira Service Management JSM Retail & Ecommerce

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