Jira Service Management & Atlassian Guard for a successful care through effective communication

A Spanish handcrafted jewelry brand founded in the 1990s, with over 130 physical stores in 48 countries. It is present in more than 80 markets through its online store.

Initial challenge and objectives

There was no centralized channel for communication and request intake for internal IT support, which led to suboptimal service delivery. To address this, the following objectives were set:

· Unify all request and incident handling from the different IT teams into a single too.

· Reduce response times through proper categorization of incoming requests.

· Avoid duplicates caused when a requester contacts multiple team members simultaneously regarding an issue.

The project began by standardizing request types, resulting in nearly 60 fully customized request and incident forms using Jira Forms, each with specific fields and available in both Spanish and English. This standardization also enabled automatic ticket routing among the 7 different department teams, which work independently but in coordination within the tool, and the automatic creation of subtasks for processes requiring predefined steps.

This setup has also proved helpful at the department management level, allowing the team to generate reports and identify recurring issues in order to optimize key processes.