The implementation of Jira Service Management at Globus led to a significant increase in efficiency in IT service management. Existing methods were supplemented by automated, digital processes, which improved service quality and responsiveness.
The Challenge
Following the separation of Switzerland’s high-end department store Globus from the Migros Group,Globus’s IT service management was to be rebuilt using Jira Service Management. The existing services were to be adapted gradually, completing the required process changes, new IT infrastructure and client integration with the new Jira software tools.
Solution
Integration of Jira Service Management to manage incidents, service requests and changes with a decentralized service desk structure:
A central portal was developed to serve as a platform for hosting the knowledge database and for recording specific customer inquiries and fault reports. This solution advocates a decentralized IT support structure. The configuration items from Jira Asset are identified in the Support tickets and assigned to the corresponding incidents. The portal can be used for internal ordering of software and hardware assets, and for login requests to external service portals. bitvoodoo has designed this software kiosk portal so that almost all processes are automated, including an integrated approval workflow, which saves Globus hundreds of hours of manual work.
Various interfaces enable collaboration with external service partners. This includes joint user management, ticket processing and synchronization. The recording and management of IT assets (from devices and models to contracts and license management, including users and locations) are also automated as far as possible. This is done via interfaces to central data sources and is linked to IT security asset management. Documentation is carried out dynamically in Confluence using macros. Finally, comprehensive reporting enables the combination of key aspects from Jira Ticket and Jira Asset Management, which helps to quickly identify trends and problems.
Integration of a central knowledge database with instructions for independent problem-solving or suggestions for specific request forms.
Improved search and filter functions for finding tickets.
Connection of partner systems for recording, managing, consolidating and synchronizingtickets.
Integration of a service portal for knowledge transfer and a kiosk for asset ordering withapproval workflow.
Comprehensive and networked asset management with connection to fault, request andchange processes.
Integration of IT security asset management with referencing to the IT assets.
The responsible member of the Support team is notified by e-mail as soon as the ticket has been assigned.
Recorded cases and changes made can now be tracked in the system.
The cooperation with bitvoodoo was inspiring, goal-oriented and pragmatic, which is why we wereable to take innovative paths for a highly integrated solution for ticket and asset management andthe development of the new IT service management. The changeover to the new IT infrastructureand workplace environment went smoothly and bitvoodoo provided excellent support, enabling usto offer progressive and intuitive services to our approx. 3,000 stakeholders at HQ, in warehousemanagement and in the branches.
Michel Ruhlé, Head of IT Service & Security Management
About our customer
Globus offers a comprehensive range of high-quality products and services for discerning customers. As a renowned department store, Globus stands for exclusive brands and first-class quality in the areas of fashion, beauty, household and food.
3000 employees
Zürich
Retail Trade
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