• Replace a homegrown ticketing system that had become a spiderweb of complexity with Atlassian Jira Service Management
• Improve customer response speed, streamline maintenance, and enable comprehensive reporting
• Achieve the agile, modern service management needed to support further global growth
A leading enterprise-class infrastructure-as-a-service (IaaS) provider trusted by MacOS, iPadOS, iOS developers, mobile testing teams, and DevOps engineers at thousands of companies worldwide. It provides customers with scalable, secure, and reliable cloud services when building and testing Mac and iOS apps for Apple devices.
This company serves as a prominent IaaS provider for developers and engineers within the Apple ecosystem, and its service request ticketing system experiences significant usage due to the high volume of activity. When a customer needs a change to accommodate a new code build or when an updated iOS version is necessary for app testing, they commence the process by submitting a support ticket. As usage grows, the in-house solutions developed by the IaaS company have evolved into a complex web of interconnected components.
An advanced approach to managing ticketing and change request services was required to facilitate:
1. Support for business growth
2. Increased ability to adapt to new business use cases
3. Improved service desk response speed
4. Improved system maintenance
5. Faster customer support
6. Improved flexibility and accuracy in reporting support activities
The challenge was that the existing homegrown tool had become so integrated into their solution it would be difficult to decouple from infrastructure components without losing data structures or functionality.
With insight and assistance from Arctiq and after considering their options, including products from Freshdesk and ManageEngine, this Mac/iOS IaaS provider identified that Jira Service Management offered the most agility and capability without a cumbersome footprint. The intuitive self-service portal designed by Arctiq would enable business customers to get help fast while empowering the IaaS provider's service desk & management team to respond to and resolve incoming requests more quickly from a single, centralized tool. Arctiq also assisted with effectively migrating the data and functionality from the homegrown solution to the new Jira Service Management implementation.
An Atlassian Enterprise Platinum Solution Partner and Atlassian Partner of the Year (2017, 2019, 2020, 2021, 2022, 2023), Arctiq has a broad range of experience and expertise to migrate complex ITSM and service desk instances to Jira Service Management. Knowing that the IaaS provider prioritized change management workflows for change requests, the Arctiq team started there.
After standing up the Jira Service Management implementation, with added services from Data Dog and Splunk, Arctiq decoupled the company's in-house solution from the infrastructure. They brought the data structure and assets to an optimized Jira Service Management implementation. Performing the migration in phases, Arctiq was able to address the company's need to adopt a more modern and centralized solution for improved customer responsiveness as well as more seamless maintenance and reporting across data center operations in Atlanta, Las Vegas, Silicon Valley, and Dublin, Ireland.
Once the initial migration was complete, Arctiq performed dedicated training workshops to help empower the IaaS company's internal support team. The training further enhanced the solution's efficiency and allowed the company to get up to speed faster than initially anticipated.
As a result of the migration, the Apple Mac IaaS provider has not only seen improved responsiveness and speed to service requests but has also streamlined maintenance workflows for a more agile and adaptive environment. The customer support and change enablement processes have significantly improved, accompanied by heightened visibility into service and ticketing data through more robust reporting mechanisms.
Ultimately, by centralizing their ITSM solution on Jira Service Management, the Apple Mac IaaS provider has a more advanced and flexible ticketing solution to support future customer growth and global expansion. The results have been so significant that the company wants to expand its Jira Service Management implementation to support its internal development processes.
• Atlassian consulting, professional services, and custom training workshops
• Atlassian Jira Service Management
• Data Dog
• Splunk