Retail & Consumer
JSM Implementation & Complex Workflow Automation
Replaced email-based support with a structured JSM service desk, SLAs and automated routing across regions.
The challenge
IT support ran through shared mailboxes and spreadsheets. Requests were lost, priorities were unclear and there was no reliable reporting on response or resolution times.
The solution
We designed a service catalog and implemented JSM with request types, approval flows, SLAs per region and automation to route and escalate work to the right team.
Configuration & automation
- Service catalog and customer portal design
- Incident, service request and change workflows
- Region-aware SLA calendars and escalation rules
- Automated assignment, approvals and customer notifications
Results
- Single front door for IT requests across regions
- Clear SLA visibility for managers and agents
- Less manual routing and fewer lost requests
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