Structured processing
of tickets instead of a flood of mails.

Solution

The software team of the Aargau-based company was already familiar with Jira software from Atlassian. The decision to use Jira Service Management Cloud as the IT service management solution was therefore an obvious one. bitvoodoo supported the Stobag AG project team during the implementation and, as an expert, was able to provide one or two tips along the way. The web-based ITSM solution in the Atlassian Cloud was ready for use within a few weeks and has the great advantage that neither a time-consuming server installation was necessary nor maintenance tasks or time-consuming updates will be required. bitvoodoo helped Stobag AG to define the incident and procurement process with internal workflows so that the processing status of all requests can be viewed and tracked at any time. The requests can be entered as different types and, at the customer's request, a function for assigning requests to categories was also integrated. The status of open enquiries can be viewed by all agents at any time on a clear dashboard, and comprehensive reports on the enquiries can be easily created with just a few clicks. Due to the multilingualism, the new help desk is much more user-friendly, especially for non-German speaking employees. The newly implemented ITSM solution is therefore a benefit both for the IT team as support agents and for the employees as users.