Data Centers Provider Accelerating Digital transformation with Atlassian IT Service Management

IT Service Management Solution as Digital Transformation Strategy

Our client lacked a sophisticated IT Service Management (ITSM) solution that complies with ITIL best practices to meet the daily business needs. Operational response times and SLAs were impacted by manual, excel, and email-based alerts, requests, incidents, and changes.

The company is passionate about creating data centers that provide our customers with the infrastructure they need to grow their business across Southeast Asia’s fast-moving digital markets. With over 60 years’ experience designing, building, and operating facilities around the globe, we know how to construct and manage state-of-the-art data centers. Our client’s first data center is in Jakarta and will be expanding to other Asian countries in near future.

Our Approach

Implement an ITIL-certified Atlassian Jira Service Management (JSM) solution to meet our client’s IT Service Management (ITSM) Digital Transformation needs streamlining incident, problem, service, and change management processes. The ITSM solution integrates with their Building Management, Security Access, CCTV, and Data Center Infrastructure Management systems to capture alerts in real time and assign tickets to the right teams through automated escalation workflows. The solution provides efficient self-service options for vendors, customers, and internal business teams to find answers to common questions.

How did our client achieve their business objective?

iZeno was engaged to facilitate digital transformation by setting up automation workflows to meet client’s daily business needs.                                              Atlassian solutions were applied to improve process efficiency by providing:

  • Effective communication with actionable alerting system
  • Rapid service delivery with workflow management
  • Design incident response and set up different workflows for incidents of differing priority
iZeno is an Atlassian Platinum Solution Partner in Singapore, Malaysia, Indonesia, Thailand and the Philippines

iZeno, with proven expertise in DevSecOps, Agile Development, and IT Service Management, has joined the Atlassian Solution Partner Program as a Platinum Partner. iZeno has demonstrated the highest standards of certified consulting, implementation and training services for the Atlassian product suite for different industries across the globe. iZeno is honored to be the winner of Atlassian Partner of the Year 2020 for Emerging Market and Partner of the Year 2019 for Rising Star APAC. iZeno is also the first partner in Asia to achieve Cloud Specialization and the First Partner in APAC to achieve ITSM specialisation.