Challenge
Incident management had become a headache for the bank's technology team since many tickets were generated with repeated incidents, there was no prioritization of tickets and their classification was not correct either. All this generated a lot of confusion, slowed down the workflow and at the end of the day, the resolution of the reported incidents took too long.
Our Solutions
Rootstack's team of experienced engineers and developers presented the ideal solution for this case: the implementation of Jira Service Management for better handling of tickets and incidents reported to Popular Bank's technology and support team.
Jira Service Management
This help desk was implemented and configured following the specifications of the banking institution, adapting the platform to the exact needs of the institution. In this system, the technology team receives the tickets created by the other departments of the bank and begins to manage them until the incidents are resolved.
Different categories of incidents were created, such as the following:
- Access management
- Technological equipment
- Mobile and fixed communications
- Medium
- Data restoration
Each ticket created has these fields:
- Type of request
- Resume
- Informer
- Condition
- Creation date
- SLA Estimated ticket resolution
- Responsible
The Jira Service Management platform can generate reports on all the efforts made by the team. You can export reports on tickets created vs tickets resolved, reports on the resolution time of tickets, and on those that are still waiting. Also reports on resolved requests and those that have been diverted, among others.
Each ticket can be assigned a priority level, associate users to tickets as well as attach files. From each ticket, you can access a history of the actions that have been carried out to solve the problem. In this way, tracking the resolution of an incident is much easier.
Confluence
This was another Atlassian product that was implemented for our client, to improve documentation management among members of the bank's team. It is a document manager, a collaborative space for document management. It is a plugin for Jira Service Management, as you can connect with it and easily display the documents when required.
Allows user self-management whenever they make simple requests within Jira Service Management. For example, if a person has a simple request, they can review documentation hosted in Confluence and resolve their issue, instead of creating a ticket in Jira Service Desk.
From Confluence, documents can be created, with the help of different modules and components that allow the created files to be more dynamic. It can also be shared with different users within the platform.
Atlassian Access
We implemented this tool to manage the authentication of Popular Bank users on all its platforms and applications, thus increasing security levels. For the bank, this aspect was very important in order to create the corresponding roles and profiles according to the position of the employees and facilitate access to the systems.
Thanks to the implementation of these tools, our client was able to organize the flows of its help desk, making incident resolution more efficient, access to documentation and improving the security of the platform with user access control. Do you need a similar solution for your company? Contact us!
