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Service management
ITSM Financial Services
A mid-sized financial institution's IT support rebuilt on JSM — automated triage, real SLAs, and self-service.
01
The challenge
In financial services, IT support isn't a convenience — it's what keeps regulated, time-sensitive work moving. This mid-sized institution was running an outdated support system that couldn't handle its growing volume of employee requests.
Ticket triage was manual, which meant long response times and issues that went unresolved. SLA breaches were frequent, with no proper escalation workflows behind them. There was no self-service knowledge base, so the same IT questions came back again and again. And reporting and compliance tracking were poor, making IT performance hard to measure — a real problem in a regulated environment. The internal IT team was overwhelmed by request volume, employees were frustrated by slow support, and leadership had no visibility into service performance.
02
Our approach
We standardized how support works, end to end, configuring Jira Service Management for optimized support operations rather than dropping the team into a generic template. Customized request types and categories were designed around the real classes of IT issue — hardware, software, access requests — so every ticket arrives already classified. Automation rules auto-assign tickets to the appropriate support team based on category and priority. SLA tracking and escalation rules ensure high-priority issues such as system outages are flagged immediately for urgent resolution.
Alongside that, we integrated JSM with Confluence to create a centralized IT knowledge base, and added automated suggestions inside the JSM portal so users can self-resolve common issues before submitting a ticket. Custom dashboards track resolution times, SLA compliance and recurring issues, and audit trails were implemented to keep IT compliant with financial industry regulations.
From a reactive help desk to a proactive service organization.
03
What we built
- Customized request typesCategories designed around real IT issues: hardware, software and access requests.
- Automated ticket routingRules that auto-assign to the right support team by category and priority.
- SLA tracking and escalationHigh-priority issues such as system outages flagged immediately for urgent resolution.
- A self-service knowledge baseJSM integrated with Confluence, with automated suggestions in the portal so users resolve common issues themselves.
- Custom dashboardsResolution times, SLA compliance and recurring issues, visible to leadership.
- Audit trailsA documented record built for financial industry regulatory review.
04
The results
What changed once support ran on a system instead of an inbox.
- 50% faster response timesIT bottlenecks removed by automated routing and clear ownership.
- 30% fewer IT support ticketsAs employees found self-help solutions in the knowledge base.
- Improved compliance trackingAutomated audit logs ready for regulatory review.
- Higher employee satisfactionIT service became more efficient and more transparent.
05
In their words
Faster, consistent IT support
Make IT support your team can count on
Dependable, fast IT support starts with Jira Service Management done right. We'll build support your users can rely on — and reporting your auditors will accept.