Workflow Optimization
Removed redundant transition steps, simplified escalation and approval paths, and automated status movements such as Resolved to Closed after SLA completion, reducing manual effort across all five projects.
- Geography:
- Singapore
- Industry:
- Banking
- Solution:
- IT Service Management
- Services:
- IT Service Management
- Employee size:
- 500+
The client
Discover how enreap strengthened ITSM governance & compliance for a leading bank in Singapore, improving services & regulatory readiness.
Client requirements
- Workflow Standardization Simplify and standardize workflows across multiple Jira Service Management projects to reduce complexity and manual effort.
- Issue Type Optimization Consolidate redundant issue types and fields into standardized categories for improved consistency and usability.
- Governance & Access Control Strengthen process governance with role-based permissions, standardized statuses, and controlled ticket transitions.
- Automated Approval Management Implement structured multi-level approval workflows for Legal, Compliance, Security, and CXO stakeholders.
- Enhanced Collaboration & Traceability Improve ticket visibility, escalation management, and end-to-end traceability across support teams.
- SLA Management & Reporting Align SLAs with standardized workflows and enable comprehensive reporting for linked issues and service performance.
Our approach & solution
enreap's Jira Service Management specialists followed a phased, ITIL-aligned approach across all five JSM projects: the CMDB Project, IT Service Desk, Identity & Access, Incident Management, and Release Approvals. The engagement began with a detailed assessment of each project to identify cleanup areas, customization needs, and process improvements. Each project then moved through a consistent four-stage model: analysis and planning, execution and optimization, testing and validation through UAT, and training and deployment. This structured methodology reduced risk, ensured stakeholder alignment, and embedded governance and compliance into every workflow change.
Issue Type Standardization
Consolidated duplicate issue types and fields into standardized categories, introduced consistent status naming, and improved issue classification for better tracking.
Role-Based Governance
Implemented role-based access controls, secure transition permissions, and structured multi-level approval workflows for Legal, Compliance, Security, and CXO stakeholders.
SLA & Reporting Enhancements
Aligned SLAs with standardized workflows while enhancing reporting, linked issue visibility, and end-to-end ticket traceability.
Enhanced Collaboration & Escalation
Improved support group collaboration with controlled ticket ownership, streamlined escalations, and complete audit trails.
User Enablement & Change Management
Delivered user training, implementation guidance, governance documentation, and ongoing support to ensure successful adoption and continuous improvement.
Value delivered
- Streamlined workflows across five JSM projects with reduced manual intervention through automation
- Consolidated issue types and standardized status names for easier manageability and consistency
- Strengthened governance and compliance through role-based access control and defined closure criteria
- Improved collaboration via support groups, issue linking, and traceable escalation across teams
- Better SLA tracking and reporting aligned with business objectives
- Enhanced end-user experience and full alignment with ITIL best practices
Technology stack
Strengthening ITSM Governance and Compliance for a Leading Bank in Singapore
Looking for a Digital Transformation Partner?
Atlassian ITSM
Strengthening ITSM Governance and Compliance for a Leading Bank in Singapore