Defence Cyber Security Capability Improvement Program Management Office
Seamless integration and deployment of an ITSM Service Desk using Atlassian Jira
Metricon Homes, which in 2019 was Australia’s largest home builder and 26th largest private company, engaged SYPAQ to completely replace their legacy BMC-based service desk with Jira Service Desk (JSD) Cloud within 6 weeks. This project aimed to empower Metricon to provide IT support to approximately 2000 personnel across Australia.
After a seamless, incident-free launch in October 2019, Metricon now uses JSD to manage 3000-4000 customer requests, incidents, problems and changes per month.
SYPAQ designed and implemented workflows based on ITSM processes for Request Fulfilment, Incident Management, Problem Management, and Change Management in JSD, including integrating Confluence as a knowledge base.
Significant levels of automation were implemented using JSD’s built-in automation and Automation for Jira to reduce agent workload, automatically triage issues, and notify key stakeholders.
To ensure the rollout was successful, SYPAQ developed and ran bespoke training sessions for Metricon’s JSD Agents to ensure that they were familiar with JSD and Confluence, and had an understanding of Metricon’s processes and workflows. SYPAQ will be extending this successful solution to include OpsGenie for incident management during February 2020.