Case study · Insurance
Streamlining IT Operations with JIRA Service Desk Implementation
A USA-based motor insurer ran change, database, infrastructure, and access requests through SharePoint forms and ad-hoc email approvals. We centralised all four on JIRA Service Desk with purpose-built workflows.
- Client
- A USA-based motor insurance company
- Disclosure
- Anonymised
Headline metrics
- 4
- Request workflows centralised
Additional context
The IT operations team needed one accountable system of record for the requests that kept the business running, in place of a patchwork of forms, spreadsheets, and email threads.
01 / Challenge
The problem in front of us.
Operational requests were scattered across cumbersome SharePoint forms and ad-hoc email approvals. Change requests were slow, database modifications lacked accountability, infrastructure provisioning relied on disjointed manual communication, and access requests had no central tracking or approval workflow.
02 / Approach
How we set the work up.
We recommended JIRA Service Desk to centralise and standardise request management, then designed custom workflows for each request type to replace the manual, email-based process with multi-level approvals and systematic notifications.
03 / Solution
What we built.
Four dedicated Service Desk workflows went live: a change request workflow with streamlined multi-level approvals, a centralised database modification workflow, a service request workflow for cross-team infrastructure provisioning, and a structured access request workflow that replaced manual email procedures.
04 / Outcome
What it has held up to.
Approval and processing times dropped and accuracy improved across every request type. Stage-by-stage notifications sharpened communication, and centralised tracking gave the team transparency and accountability across the full request lifecycle.
Stack
What it runs on.
- JIRA Service Desk
- Atlassian
- SharePoint (legacy)
Tell us what you're trying to ship.
We'll start with a two-week diagnostic. No slides, no promises we can't keep.