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air-forceGlobal InfoTek (GITI), provides a wide variety of technology solutions and services to the U.S. government. When a U.S. Air Force unit with 2000+ airmen needed to modernize I.T. Service Management (ITSM) processes, GITI teamed up with Isos Technology for Atlassian and Jira Service Management expertise.

The Challenge 

The U.S. Air Force client faced challenges with multiple-point solutions that lacked visibility into progress, causing delays in resolving tickets. The Air Force unit was searching for a single, integrated ITSM solution to enhance service delivery and improve efficiency, efficacy, speed, and staff morale. The team was interested in utilizing Jira and Confluence to improve organizational communication and processes. The challenges included poor adoption of the existing ITSM solution, lack of visibility into progress, complex dependencies causing delays, procurement inefficiencies, and complicated, multi-office, ancillary processes.


The Solution

Isos Technology worked closely with the Air Force unit's senior DoD leadership, ITSM support staff, and small units to better understand their complex request types and approval processes and map out desired workflows, handoffs, and automation triggers. Isos Technology implemented Jira Service Management (JSM), Confluence, and several Marketplace applications in a FedRAMP cloud environment and implemented CAC-enabled SSO login to the entire Atlassian stack. As part of the implementation, Isos addressed several key areas, including creating a "single pane of glass" view, implementing complex workflows, automating procurement requests, streamlining personnel, financial, and contract management, enabling capacity planning and tracking, aligning commander priorities to tasks, desk and space reservation system, and a form automation tool.


The Results

Isos Technology worked closely with Global InfoTek to understand their needs and Modernize ITSM Practices for the U.S. Air Force unit using Jira Service Management. The results included:

  • Improved adoption and customer satisfaction
  • Increased visibility
  • Reduced time to resolution
  • Streamlined complex workflows 
  • Enhanced security
  • And more! 

Interested in learning more about how Isos Technology partnered with Global InfoTek to Modernize ITSM Practices Using Jira Service Management? Download the case study!

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