Anonymized customer story · JSM and enterprise services at scale
Deploy Jira Service Management for customers, internal functions and business teams
Ovyka deployed Jira Service Management across a group for several hundred and eventually several thousand agents, covering B2B, B2C and internal services. The platform handled support and complaints as well as human resources, procurement, accounting, facilities and many business processes.
- Scale
- Several hundred agents, scaling up to 4,000
- Activity
- More than 100,000 tickets per year
- Audiences
- B2B customers, B2C customers, employees and business teams
- Transformation
- Four legacy solutions replaced in four months
Operational challenge
Unify services without forcing every journey into one model
Business customers, consumers and employees do not express needs in the same way or fall under the same commitments. Internal functions and business teams also had their own data, approvals and ownership.
The platform therefore needed to provide appropriate journeys while sharing standards, governance and operating capabilities. At this scale, every form, queue, permission and automation had to remain understandable and maintainable over time.
Very broad scope
Cover support, complaints, HR, procurement, accounting, facilities and business processes on one platform.
B2B and B2C journeys
Adapt portals, information, commitments and communications to different audiences.
Specific business processes
Manage acquisition, equipment delivery, configuration and services tailored to customer context.
Industrialization
Replace several solutions quickly while preparing governance able to support thousands of agents.
Ovyka approach
Build one shared foundation, then onboard each service through governance
The programme combined journey design, JSM architecture, data standards, integrations, agent validation and progressive rollout. New entities joined a reusable model instead of recreating their own platform.
- 01
Map services and audiences
Identify B2B, B2C, employee and business journeys, required information, commitments and owners.
- Service map
- Audience segmentation
- Catalogue and priorities
- 02
Define the JSM model
Design shared portals, forms, projects, queues, SLAs, permissions, automation and reporting.
- JSM architecture
- Reusable standards
- Data and access models
- 03
Integrate business processes
Connect required systems and adapt acquisition, delivery, configuration and customer-service journeys.
- Integrations
- Governed specific journeys
- Team-based tests
- 04
Replace and extend
Go live in four months, replace legacy tools and rapidly expand to more countries and services.
- Cutover plan
- Training and support
- Multi-entity governance
Service architecture
Differentiated experiences on one shared platform
The target separated what experience and ownership required while sharing rules, data, integrations and standards needed for agent efficiency and cost control.
Audience-specific portals
Entry points, forms and content structured for B2B, B2C, employee and business audiences.
Extended service catalogue
Support, complaints, HR, procurement, accounting, facilities and business services organized clearly.
End-to-end customer processes
Acquisition, equipment delivery, configuration and specific services connected to accountable teams.
Routing and commitments
Distribution by service, customer, context and skills, with SLAs tied to actual commitments.
Integrations and extensions
Atlassian ecosystem, plugins, specific development and connections to internal or customer systems.
Controlled autonomy
Shared standards across entities, governed adaptations and centralized backlog control.
Outcomes
A platform rapidly adopted, expanded and maintained at controlled cost
The foundation replaced four costly legacy solutions in four months. Successful adoption drove rapid expansion into more countries and services, where JSM progressively replaced many local systems.
Rapid adoption
Teams joined through suitable journeys and an understandable shared foundation.
Operational scale
The solution absorbed over 100,000 annual tickets and scaled up to 4,000 agents.
Enterprise-wide expansion
Internal functions and business teams brought in processes without recreating technical silos.
Stability over many years
Governance and standards reduced maintenance costs and prevented drift despite expansion.
Ovyka
Does your platform need to serve customers, employees and business teams at scale?
Ovyka can help design the journeys, standards and governance suited to your services.