OMNITEC and the Department of Defense Partner with Isos Technology to Implement Jira Service Management

Tasked with supporting help desk operations for a host of mission-critical military websites as well as IT support for the Department of Defense (DoD) internal resources, government contractor OMNITEC was struggling with a legacy IT Services Management (ITSM) system. They chose to partner with Isos Technology to update their systems and improve efficiency.

The Challenge

Data silos and inefficiencies were impacting the contractor’s ability to deliver a great support experience to the DoD military and civilian employees. The company needed a new, enterprise-level ITSM solution fast, and without disrupting everyday support that was already underway.

The Solution

Using the Atlassian toolset and proprietary Isos Technology tools, Isos provided end-to-end implementation, customization, project management, and migration support to ensure a smooth system transition with minimal disruption to everyday operations. The project was carefully managed to the stringent timeline and successfully met the go-live deadline.

The Results

• Best-in-class ITSM leveraging a custom Jira Service Management solution with a Confluence-driven knowledge base
• Automation of granular issue-tracking queues to route issues to appropriate help desk agents to  speed resolution time
• Improved user experience for ITSM agents and internal employees
• And more!

Interested in learning more about how Isos Technology partnered with OMNITEC and the DoD to implement Jira Service Management? Download the case study now!