Phase 2: Expanding Jira Service Management at one of the...
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Phase 2: Expanding Jira Service Management at one of the world’s leading HVAC and refrigeration companies
Summary
Strategic portals, agility, and standardization: six months of evolution
Six months after the initial implementation of Jira Service Management (JSM)—which replaced email-based request handling with standardized and transparent workflows—the organization enhanced and expanded its service operations. In this new phase, two strategic portals (Operations and Legal) were launched, along with consolidated rules, SLAs, workflows, and more than 25 queues. The result: stronger governance, better predictability, and an improved user experience.
The Challenge
- Rapid growth in demand after the initial rollout, requiring standardization to accommodate new needs.
- Limited visibility into priorities and deadlines in areas not yet standardized.
- The need for scalability with clear queues, SLAs, and roles—without reverting to email-based processes.
The Solution
With the technical partnership of Nimble Evolution, JSM was expanded and enhanced to support the broader scope of operations:
Service catalogs and queues by domain (Operations and Legal), with over 25 queues mapped and organized by request type.
Clear SLAs and workflows, embedding business rules “by design” to ensure end-to-end governance.
Native rules and automations (triage, notifications, approvals, escalations) reducing manual work and rework.
Documentation and manuals aligned with processes to accelerate onboarding and adoption.
Implementation Process
The rollout was carried out in short, agile cycles, beginning with the Legal department and then Operations—each with its own specific needs.
The process started by mapping requirements, improvement opportunities, roles, and business rules, which were then translated into catalog updates, queues, SLAs, workflows, and automations.
As part of the implementation, validations, training sessions, and documentation were delivered, ensuring quick adoption, consistent user experience, and full governance across teams.
Results Achieved
Two strategic portals (Operations and Legal) ready for use, with guided experiences and standardized request forms.
Operational standardization with more than 25 queues and SLAs, increasing predictability and transparency.
Reduction in rework through automation and validation, speeding up triage and resolution.
Simplified onboarding with official training materials, guides, and manuals for both agents and requesters.
Business Impact
The combination of area-specific portals, standardized queues and SLAs, and native automation established JSM as a corporate service platform.
The result: greater agility, quality, and visibility for internal stakeholders—ensuring progress without regression to email-driven workflows.
Next Steps
Expand JSM to new business domains and shared services (maintaining the portal + catalog model).
Evolve catalogs, SLAs, and automations based on performance and queue metrics.
Continue training and improvement cycles using feedback from users and process owners.
“We want to thank the Nimble team for their continuous support, technical partnership, and commitment in every delivery.”
