Consolidation and Efficiency in Service and Request Management

In the corporate telecommunications sector—where precision, integration, and agility are essential—one of Brazil’s largest companies faced growing challenges managing internal requests. With scattered processes, heavy reliance on email, and a patchwork of disconnected tools, the company urgently needed centralization and automation.

The Challenge

Key departments such as Legal, Billing, Regulatory, Shared Services (CSC), Infrastructure, and Field Service were handling large volumes of requests, often through unstructured email threads with no standardized process. This led to delays, missed deadlines, duplicated work, and little visibility into request status or SLA tracking. Prioritizing requests was a constant challenge.

The Solution

Nimble Evolution led the implementation of Jira and Jira Service Management (JSM), with the goal of consolidating demand and service management on a robust and user-friendly platform. What began with one internal workflow quickly scaled across departments as teams recognized the benefits of centralized visibility and organization.

JSM was soon supporting around 20 distinct portals, integrating both internal and external service requests. Custom workflows were developed, tailored forms created for each request type, and dashboards implemented to monitor performance indicators—firmly establishing Jira as the company’s core service management solution.

Implementation Process

The project followed an iterative sprint approach with deep involvement from stakeholders in each department. This enabled quick wins and consistent feedback. Key milestones included:

• Replacing email requests with structured, categorized service portals

• Automating workflows and integrating with existing systems

• Creating managerial dashboards for better control and traceability

• Gradual rollout driven by organic demand from new departments

Results Achieved

The implementation of Jira and JSM delivered immediate, high-impact results:

• All requests centralized within a single platform, supporting over 20 live portals

• Introduction of SLAs and clear service rules, boosting reliability and predictability

• Improved operational efficiency with less rework and faster resolutions

• Strong team engagement, particularly in leveraging sprints and customizing workflows

Business Impact

With Jira, teams shifted from disjointed operations to standardized, collaborative work. The company gained full visibility across requests—ranging from routine support to strategic initiatives—solidifying Jira as the backbone of their service management infrastructure.

Next Steps

With approximately 80% of the organization already using Jira and JSM, upcoming plans include expanding to HR and Finance, as well as deepening integrations with corporate systems—further strengthening the company’s digital transformation journey.

This case is a powerful example of how Atlassian solutions—when paired with a focused, collaborative implementation—can revolutionize service management in complex, fast-growing organizations, while elevating user experience and service quality.