The enterprise’s HR and IT departments relied on a disconnected web of emails, applications, spreadsheets, manual checklists and phone calls to execute their tasks. This led to several key business risks:
Manual workflows were not scalable and were an operational risk
Current workflows often forced the IT and HR teams into reactive troubleshooting. Because processes were manual and undocumented, operational bottlenecks became the norm. This meant that they could not keep up with the pace of the enterprise’s growth.
For example, a new hire’s onboarding would kick off a series of disconnected, reactive steps. HR, payroll, finance and IT departments coordinated via email, leading to delays and inefficiencies.
The operational continuity also relied heavily on the IT team, which put the system at risk when someone from the team becomes unavailable.
New employee onboarding bottleneck
Departments worked in isolation and were often unaware of what other departments were doing. This made it difficult for HR and IT departments to coordinate during an employee’s onboarding or offboarding as there was no single view of cross-functional processes. Managing these via email or spreadsheets risked dropped balls and security gaps.
Governance gaps and security risks
Previously, the Application Review Request (ARC) was informal, driven by spreadsheets and email. This made evaluations inconsistent and difficult to track. Company assets were also tracked manually and were error-prone.
The employee offboarding system relied on emails with no system-driven account deactivation. This created security risks and slowed down critical processes because there was no automated process to revoke a departing employee’s access.
Leaders lacked visibility
Without a central hub, requests were disorganized and slow. The impact was felt most by internal stakeholders—hiring managers and cross-functional teams across HR, IT, payroll, finance and front desk—who lacked visibility into the current status and next steps.
The reliance on manual processes often resulted in unreliable data. With no single source of truth, data was scattered across unreliable spreadsheets or disconnected applications. This made it difficult for leaders to make confident, data-driven decisions.
As a fast-growing enterprise, the enterprise needed to consolidate its disparate systems and replace its fragmented, manual workflows with a centralized portal. This would enable the system to scale with the enterprise’s growth.
To improve collaboration, ServiceRocket designed a unified Jira Service Management HR and IT portal for both departments. ServiceRocket implemented the following:
By consolidating tools and automating processes, ServiceRocket enabled HR to move at the speed of talent acquisition while ensuring IT maintained enterprise-grade security and governance.
The new system provides the transparency, efficiency and scalability required to support the enterprise’s rapid growth.
ServiceRocket combined Atlassian expertise with a practical understanding of the enterprise’s HR and IT processes to create a solution that supports both teams in one connected experience.
By centralizing requests, formalizing workflows and connecting key systems, manual coordination was removed. This gave the enterprise greater visibility, accountability and scalability over its operations.
Connect with our experts today and gain valuable insights tailored to your needs.
Bridge the gap between HR and IT with a JSM implementation for Human Resources that makes every employee transition seamless, visible and secure. As a Platinum Solution Partner, ServiceRocket turns complex workflows into scalable enterprise assets.
Connect with our experts today and gain valuable insights tailored to your needs.
Bridge the gap between HR and IT with a JSM implementation for Human Resources that makes every employee transition seamless, visible and secure. As a Platinum Solution Partner, ServiceRocket turns complex workflows into scalable enterprise assets.
