Optimising ITSM within the financial sector

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Delivering comprehensive application support and continuous innovation tailored to meet the dynamic business requirements of one of Ireland's leading financial providers. Our dedicated team ensures seamless operation and maintenance of critical applications, providing support to address any issues promptly.

A well-known name in the financial services sector in Ireland, our client has played a pivotal role in Ireland’s economic development. It maintains a strong presence both domestically and internationally, offering a range of financial services and solutions to individuals and businesses.

VMotion partnered with the organisation’s environment management team, in order to optimise their ITSM infrastructure.

The Challenge

Jira service management (formerly known as Jira Service Desk) had been implemented for a team within the company. However, their instance was designed in a way that was not architecturally sound. This led to a plethora of problems including complicated workflows, formation of silos and reliance on tedious spreadsheets. Multiple Jira administrators were recruited with the intention of cleaning up the environment and facilitating communication within teams, but adoption of the tool-stack in use at the time remained unsatisfactory. The primary concern was to maintain structured data sets and to transform Jira applications in a way that fulfilled the business needs. For example the PMO received timesheet requests for logged in work hours from multiple internal customers. They were unable to determine each customer’s eligibility for reimbursement.

An integrated solution for agile demand management

Our skilled Atlassian consultants were tasked with streamlining and enhancing the complicated Jira environment. It was crucial to align workflows to processes and to optimise them. Our solution allowed for automated triaging of issues, thus eliminating the need for manual triage. Permissions for billing centers were attributed to customers, this resolved the challenge the PMO was facing. Subsequently, only authorised customers were allowed to raise requests against specific billing accounts.

Enabling approval boards

A number of approval board processes were automated and simplified by linking Jira to Confluence. Additionally, a back and forth automation feature was scripted which allows – acceptance of submissions; preparation of board presentation pack; and to log the decisions, exceptions and waivers. This process and workflow automation was introduced to facilitate timely management of outstanding action items. In effect, our solution made the approval board processes more transparent, streamlined and easily reportable.

Scalable solutions across teams

Impressed with our work within a department the solution was sought by several teams. Automation and simplification of processes was achieved in delivery management, resource management, demand management etc. Leadership team had access to a consolidated dashboard allowing them to monitor issues at a glance.