Optimizing Change, Incident, and Request Management at Lion Brewery Co. with Atlassian

Geography:: Sea
Industry:: Food & Beverages
Solution:: ITSM
Services:: Incident Management, Change Management
Employee size:: 500 +

The client

See how Lion Brewery Co. optimized workflows and accelerated IT issue resolution with Atlassian JSM!

Client requirements

Automated & Efficient Ticket Management The client required a system to replace manual tracking, eliminate delays, and prevent mismanagement of IT support tickets.
Automated Workflows & Improved Visibility The client needed automated approval processes to remove bottlenecks and enhanced visibility into key IT performance metrics.
Unified Workflows & Consistent Notifications The client required integrated workflows for seamless request management across teams and consistent notification/escalation mechanisms to improve response times.

Our approach & solution

We collaborated with Lion Brewery Co. to thoroughly understand their requirements and pain points. Through workshops and document reviews, we identified their specific needs for each ticket type (incident, request, and change), including workflows, approvals, notifications, and reporting requirements. This discovery phase was crucial for designing a solution that met their unique needs.

System Configuration & Customization

We tailored JSM to Lion Brewery Co.'s specific needs. This included configuring change request, incident, and service request workflows, establishing a three-tier ticket hierarchy (department > pillars > categories), and automating approvals using Azure AD for dynamic approver assignment.

Workflow Automation

We streamlined key IT processes through automation. For change requests, we implemented a multi-stage approval process, integrated risk assessment, and configured rollback plans. For incidents, we designed an automated triage system with escalation mechanisms and real-time notifications. For service requests, we created templates, automated assignments and approvals, and enabled user self-service.

Reporting & Analytics

We developed custom dashboards for real-time monitoring, configured SLA compliance reports, and implemented resource utilization reports to optimize workload distribution.

Value delivered

Improved Efficiency Streamlined workflows and automation have reduced the time required to resolve IT issues.
Enhanced User Experience A user-friendly portal and automated notifications have made it easier for employees to submit and track requests.
Better Visibility Comprehensive reporting and dashboards have provided insights into IT performance and areas for improvement.
Increased Accountability Clear workflows and SLA tracking have improved accountability and ensured timely resolution of issues.
Simplified User Management Azure AD integration has streamlined user access and permission management.

Technology stack

Optimizing Change, Incident, and Request Management at Lion Brewery Co. with Atlassian

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ITSM

Optimizing Change, Incident, and Request Management at Lion Brewery Co. with Atlassian