A local government entity responsible for managing IT service operations across multiple departments (including Utilities, Fire, Clerk’s Office, City Manager’s Office, Finance, HR, and more) needed to modernize its IT service management system. Their existing ITSM platform was costly, difficult to maintain, and fragmented across departments, making it inefficient to manage service operations. To streamline operations, they selected Atlassian’s Jira Service Management (JSM) as a scalable, cost-effective solution that could be rapidly deployed to support IT and departmental service needs.
ANB Technologies partnered with the government entity to implement JSM, leveraging ANB’s high-velocity accelerators to optimize processes, reduce costs, enhance delivery speed, and automate workflows.
Key Challenges:
The local government entity faced several challenges with its legacy ITSM system, including:
- Fragmented Service Operations: Each department had its own service workflow, causing inefficiencies and inconsistencies in handling service requests.
- High Costs: The existing system was expensive, requiring significant investment in maintenance and lengthy upgrades.
- Difficult to Maintain and Scale: Expanding the system to support additional departments and use cases was slow and complex.
- Manual and Inefficient Workflows: The lack of process standardization led to delays, increased workloads, and poor visibility into service requests.
Our Solution:
To address these challenges, ANB Technologies implemented JSM as a modern, centralized IT service management platform, leveraging ANB’s High-Velocity Accelerators—built on industry best practices and preconfigured JSM components—to enable rapid deployment and streamlined operations.
- Incident Management: Incident management processes was optimized with a structured JSM workflow for consistent issue resolution across departments. SLAs and an impact-urgency-priority matrix improved categorization, routing, and response efficiency, while automated notifications kept stakeholders informed.
- Service Request Management: JSM implementation also included development of automated workflows of service request types across multiple departments. The implementation included workflows for IT-related requests such as software and hardware provisioning, email access, and account setup. HR processes like employee onboarding and offboarding were streamlined.
- Self-Service Portal: A JSM based self-service portal was implemented, allowing employees to submit and track requests in real time. The portal was backed by a comprehensive knowledge base, equipping users with self-help resources to resolve common issues independently.
- Comprehensive Knowledge Management: A centralized knowledge base in Confluence was introduced, providing end-users and service agents with structured access to troubleshooting guides, department procedures, and internal support documentation for seamless collaboration and issue resolution.
- Asset Management: For asset tracking, JSM Asset management application was configured to manage IT and city-owned resources, including laptops, desktops, software licenses, and department-specific equipment such as vehicles and facility assets. Data relationships between users, groups, locations, and divisions were established to provide comprehensive asset visibility and lifecycle tracking.
Outcomes:
By leveraging Jira Service Management (JSM), ANB Technologies rapidly delivered a modern IT service management solution, enabling the local government entity to:
- Empower Users with Self-Service & Knowledge Management: Employees could self-resolve issues and track their requests, reducing IT and administrative workload.
- Reduce Costs: Transitioning to JSM eliminated costly maintenance and licensing fees, lowering overall expenses.
- Streamline Service Operations & Reduce Resolution Times: Unified JSM incident and request workflows improved service delivery and significantly reduced resolution times.
- Improve Transparency & Visibility: Departments gained real-time insights into service requests, incidents, and asset tracking.
- Speed to deliver: By eliminating lengthy platform upgrades and enabling rapid development, the time to market for launching new JSM features was significantly reduced.
Conclusion
By implementing Jira Service Management (JSM), ANB Technologies enabled the local government entity to replace its costly, fragmented, and difficult-to-maintain system with a centralized, scalable solution. The rapidly deployed JSM platform streamlined workflows across departments, reduced operational costs, improved service efficiency, and enhanced visibility—ensuring long-term success.
Join Atlassian, ANB Technologies, and Carahsoft during our webinar on March 18, 2025 to learn more about this use case and implementing Jira Service Management into your agency.
Carahsoft Technology Corp. is The Trusted Government IT Solutions Provider, supporting Public Sector organizations across Federal, State and Local Government agencies and Education and Healthcare markets. As the Master Government Aggregator for our vendor partners, including Atlassian, we deliver solutions for Geospatial, Cybersecurity, MultiCloud, DevSecOps, Artificial Intelligence, Customer Experience and Engagement, Open Source and more. Working with resellers, systems integrators and consultants, our sales and marketing teams provide industry leading IT products, services and training through hundreds of contract vehicles. Explore the Carahsoft Blog to learn more about the latest trends in Government technology markets and solutions, as well as Carahsoft’s ecosystem of partner thought-leaders.
