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Challenge
- Our client were in the process of re-launching their site and required an issue management tool that could be used by their service desk to log, track and escalate issues
- Our client required a knowledge management tool that could be used as a knowledge base for product support
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Solution
- Implemented the Atlassian JIRA issue tracking system to manage service desk operations
- Implemented Confluence as a knowledge base platform for product support
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Result
- Provided staff training onsite accompanied by documentation on how to use JIRA and Confluence
- JIRA enabled structured resolutions of incidents which allowed the service desk to minimise service disruptions to customers
- Onsite consulting conducted
- The Confluence knowledgebase is used on a daily basis to help resolve service desk requests and incidents
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