The Challenge
This global wellness business undertook a company-wide brand transformation to create a complete wellness experience with transparency and collaboration at its heart. A unified technology and global approach was critical to support the company’s 25,000 employees.
The client was looking for a collaborative, cost-effective ITSM solution to enable a better global support experience that drove ongoing organizational learning. Their goal was to help people be more transparent, consistent and measurable.
The Solution
Based on business-fit, the client chose Jira Service Management (JSM), which clearly aligned with its transformation goals. JSM provides return-on-investment with improved efficiencies and collaboration across the global workforce. The simplicity of an ITSM solution meant that the support team could quickly adopt it within their existing practices and toolkit, including Confluence.
Working with the customer’s global team, ServiceRocket led the implementation of JSM that overcame the complexities of migration from previous solutions. It also launched an MVP in under six weeks, defined success measures that reinforced the requirements of the transformation program and led the migration of Confluence Server to Confluence Cloud.
Project Outcomes
+ Aggregation and mitigation of high volume/high impact issues
+ Better identification of trends to drive better planning
+ Reduction of cost through improved deflection
