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Our client, an IT service company, faced the challenge of handling a growing volume of diverse IT requests from clients. These included data backup, IT accessories, RAM check and replacement, license extension, and more.

The main challenge was managing these numerous and varied requests efficiently without errors or delays, ensuring customer satisfaction and operational effectiveness.

Client

Client

IT Support Services Company

Service

Service

IT Accessory Supply, Software/Hardware Maintenance

country

Country

America

solution

Solution

Apply IT asset inventory practice

Industry

Industry

Technology

Technology

Application

AssetIT and Jira Service Management

Solution

Our client addressed these challenges by integrating AssetIT with Jira Service Management (JSM).

Set Up JSM Support Portal

First, the company set up a Jira Service Management support portal, enabling customers to submit tickets and request assistance.

JSM support portal
import JSM Organizations to AssetIT as 'inventory'

Import JSM Data to AssetIT

Our client categorizes the requests into ‘JSM Organizations‘ based on type and service. This can help in importing JSM data into AssetIT as ‘Inventory‘ as well. As a result, asset inventory management in AssetIT will correspond to each request type.

Link IT Assets to Jira Request Tickets

This system ensures every request is addressed efficiently. For example, a cable purchase request in the JSM portal leads to AssetIT displaying specific cable options from the imported IT accessory Request inventory. Therefore, their customers can easily browse and choose from various brands and types of cables right on the linked Jira ticket.

a customer requesting a cable and being able to choose from various brands and types
License linked to a Jira ticket

Manage IT Resources with AssetIT

They must make sure that their resources are sufficient to handle requests for data backup or component replacement. One way they address this issue is by using AssetIT’s alarm threshold to notify them when software licenses expire.

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Devsamurai is an Atlassian Platinum Marketplace Partner in Japan. We extend Atlassian products and implement applications to empower all teams worldwide. All our products are built and supported in our office in Japan.

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