Independent Federal Agency Partners with Isos Technology to Implement Jira Service Management

This independent agency of the U.S. government, which helps manage and support the functioning of other government agencies, has several different business lines. One such business line is focused on the procurement of goods and services. Within that procurement-focused business line, there is a large IT organization supporting the cloud infrastructure that all of the parent agency’s applications run on. The IT service desk for that group has more than 120 service desk agents, serving around 100 customers, which they refer to as tenants, and supporting over 40,000 total users.

The Problem

While the federal agency’s program management and engineering teams were working in Jira Software, their ITSM team was using ServiceNow, which presented several challenges. First, with work taking place in two separate systems, there was a disconnect between governance, project planning, and tenant support. This meant that when a feature or support request was submitted to the service desk, there was no way to pass that information and data to Jira, where the work was being done. Instead, this work, as well as critical processes like change and incident management, were being tracked in spreadsheets, while communication was happening via email. The two-system setup made it difficult to track organizational metrics, in addition to making it harder for teams to collaborate.

The Solution

Isos Technology worked closely with the federal agency to understand their needs, and to develop a strategic plan for implementing Jira Service Management (JSM) to replace ServiceNow. The team decided to approach the implementation as a new build, rather than a migration, so they could get up-and-running quickly. This provided the opportunity to completely reevaluate and optimize processes, so that their team could operate with maximum efficiency and enhance functionality over time.

The Results

Isos Technology worked closely with the federal agency to understand their needs, and to develop a strategic plan for implementing Jira Service Management (JSM) to replace ServiceNow. Results include:

• A Single, Integrated Platform
• Simplified, Automated Processes
• Increased Visibility and Transparency
• Streamlined Incident Management
• Flexibility & Customizability
• And more!

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