Challenge

A leading Australian pharmaceutical manufacturer implemented incident and service request management within Jira Service Management (JSM) Cloud. However, they identified a critical operational gap. The enterprise managed a growing inventory of hardware but had no systematic or centralized way to track these assets. The company was tracking this manually, which created significant administration overhead and limited visibility into asset lifecycles. It also increased risk of errors when managing changes to critical infrastructure.

The company partnered with ServiceRocket to create a single source of truth for their asset lifecycle tracking.  

Solution

Using Jira Assets, ServiceRocket created a single source of truth for asset lifecycle tracking. This system automatically links equipment updates to a single, master inventory––a Configuration Management Database (CMDB). This ensures records are updated and stay accurate in real-time.

Results

In their highly regulated industry, process integrity and operational efficiency are critical.

The JSM solution delivered significant operational improvements for the enterprise. By replacing manual tracking with a centralized and automated CMDB, the company achieved greater efficiency, complete visibility, and enhanced control over its entire hardware asset inventory.

This established a structured and reliable management process, resulting in high satisfaction with the functionality.

The team now has full visibility into the health and status of every asset without the need for manual record-keeping.