Isos Technology Implements JIRA Service Desk Solution to Help Boost IT Service Management Response Times for O.C. Tanner

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New Solution Enhances SLA Functionality to Improve IT Help Desk Experience

JIRA Service Desk Help Center
Isos Technology was able to automate our queues to determine priority and provide consistency to every triaged issue.

Isos Technology, an Atlassian Expert and leader in enterprise software development, announced the successful implementation of Atlassian JIRA Service Desk for O.C. Tanner, a leading provider of employee recognition and appreciation programs.

O.C. Tanner, in an effort to modernize its internally developed IT Service Management (ITSM) application, invested in a service desk solution that would allow it to effectively manage rapid growth, as well as serve their agents more efficiently.

Isos worked with O.C. Tanner to design and implement a custom JIRA Service Desk (JSD) solution to increase their SLA handling and overall ITSM response times. Through this custom JSD solution, O.C. Tanner can easily and intuitively create and track IT service requests.

Built on the Atlassian JIRA platform, JIRA Service Desk provides:

  • Custom JIRA task types and fields
  • Custom JIRA workflows based on actual business processes
  • Custom Queues
  • Access to Confluence Knowledge Base
  • Enhanced email handling to automate the creation of JIRA issues

Isos' expertise helped O.C. Tanner improve its SLA rules by defining a matrix to determine impact to systems and urgency. Using the resulting matrix, Isos helped customize their SLA terms and created specific agent queues, which isolates and flags issues for the appropriate agents. The result of this investment is increased effectiveness, an enhanced experience for their agents and improved response times.

“Isos Technology was able to take the subjectiveness of priority out of our typical help desk issues,” said Amy Knapp, Director of Service Delivery at O.C. Tanner. “They helped us define specific requirements to determine impact and urgency for rules handling. As a result, Isos was able to automate our queues to determine priority and provide consistency to every triaged issue.”

About O.C. Tanner
O.C. Tanner helps the world inspire and appreciate great work. Through its innovative cloud-based technology, tools, awards and education services, the company provides strategically aligned recognition solutions for thousands of clients globally. Designed to engage talent, increase performance and drive corporate goals, these solutions create powerful experiences that fuel the human spirit. Learn more at http://www.octanner.com.

About Isos Technology
Isos Technology is a leader in solving complex business, people and technology challenges in today’s enterprise. The company’s in-depth expertise in process automation, agile software development, mobile applications and IT recruiting means clients get top engineering talent to help make their project, team, products and company an unequaled success. Isos has strategic partnerships with industry-leading organizations including Atlassian, Liferay, Amazon and IBM, and is an Atlassian Platinum Expert. The company’s management team and software engineers all share their expertise on the corporate blog as well as Twitter, LinkedIn, Google+ and Facebook. For more information, visit http://www.isostech.com.

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Danny Riley

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Isos Technology
since: 12/2011
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