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July 2, 2024
min read

Implementing ITIL with Jira Service Management - Case Study

Wiktor Dyngosz
CEO & Founder

Applying IT management best practices typically comes in the form of ITIL (IT Infrastructure Library). ITIL is a set of realistic guidelines that help align IT operations with business goals. ITIL is also about optimizing costs and improving efficiency through more structured operations.

After several changes from the first version, we can now implement the comprehensive recommendations of ITIL v4 and embed them in the context of the latest technologies such as Lean, Agile and DevOps. 

The ITIL approach really resonated with one of our customers in Belgium. They wanted to make their IT services smoother and more helpful to their customers. Jira Service Management seemed to be the perfect solution as it provides standard IT Service Management practices to comply with rules, regulations and requirements. They contacted us to implement new features and turn their vision into reality. 

The Challenge

The most important part of this project wasn't just the technical setup. It was getting a complete understanding of how our client's current processes worked and figuring out the best ways to make them easier. We had to analyze their existing systems, which meant understanding a web of complex workflows and figuring out how to untangle them. Simplifying these processes wasn't a small task. It required a careful analysis of every step, every task, and every interaction within their IT services.

Planning was another critical part of this challenge. We had to think several steps ahead, considering not just the immediate needs but also how the system would evolve. The goal was to prepare a solution that wouldn't just fix current issues but also prevent future ones.

Jira Service Management is a tool designed with ITSM in mind with its dedicated features. As a result, using it in this case means going with a proven software vendor that supports team collaboration and reduces silos in the organization. We look at efficiency not just in the present, but for the long-term.

Infographic with project priorities described in the text.

Our Approach

In working together, we focus on openness and transparency. Good communication is the key to success. Trust is built over time, but taking the initiative is the first step. 

After consultations and meetings, we agreed on the scope of work. Our main task was setting up the entire ITIL service including reporting, KPI and SLA tracking, Support Portal for customers using only Jira Service Management and Tempo Timetracking plugin. We also made sure to track how well the services were being delivered, keeping an eye on every detail. This wasn't a solo mission, but a combined effort where two of our Atlassian Consultants worked closely with the customer to upgrade their ITSM solution. The development was done in an agile way focusing on delivering testable functionalities without waiting for the solution to be complete, while the team worked on the next set of deliverables.

The Results

Thanks to our cooperation, our client's system works better and faster. With the implementation of Jira Service Management, we cut down the time it took to handle support stuff by over 25%. This change meant the client's team ended up saving more than 16 hours every month, giving them a lot more time to help their customers.

We made sure the JSM system was set up just right for what the client needed. Performing user acceptance testing at every stage gives us confidence that the system is well-tailored to its users. Every project is unique, and our goal is to provide the most flexible and cost-effective solutions for our clients. We also configured a plugin called Tempo Timesheets. It helps to track time spent on different tasks. It's especially
useful for a client like ours, where keeping an eye on work hours is key for managing projects and billing accurately.

Infographic that illustrate Peakforce's approach to working with partners - good communication, transparency and openness, and taking the initiative.

Why use Jira Service Management for Customer Service?

Jira Service Management isn't just another tool. It's a game-changer for companies looking to upgrade their services. It's designed to make life easier for both the service teams and the customers they're helping. 

With its user-friendly interface, customers can easily ask for help, track their requests, and get updates. For service teams, it means having all the information and tools they need in one place, making it easier to respond quickly and keep everything running smoothly. Plus, with its ability to integrate with other tools and systems, it makes sure that nothing falls through the cracks. For any company that wants to provide great services to their clients, Jira Service Management is a good choice.


This cooperation was about turning our client's dream into reality. We stayed flexible and quick, making sure we could change things up as needed. What we ended up with was a fully functioning IT service management setup that the client can really take pride in.

Our experience shows that the right tool like Jira Service Management can really upgrade a company’s IT services. This not only makes things better for the business but also for the clients they serve.

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