Global Helpdesk Implementation
CASE STUDY
1. Client & Scope
This case study documents the end-to-end implementation of a global helpdesk for a multi-campus international university group spanning five geographic regions: United Kingdom, India, MENA, Continental Europe, and Spain. The engagement involved designing, configuring, and deploying a unified IT and non-IT service management platform on Jira Service Management (JSM).
CLIENT & REGIONAL FOOTPRINT
Multi-region university group
Five regions — UK, India, MENA, Europe, Spain
— each with independent campuses, time zones,
and operational teams, all brought under a single
JSM helpdesk.
Dual-stream service desk
A single unified portal handles both IT requests
(hardware, software, access, connectivity) and
non-IT requests (furniture, facilities, equipment)
eliminating the need for multiple systems.
2. Intelligent Ticket Routing
A location-aware routing engine was configured in JSM to eliminate manual ticket assignment and
ensure each request reaches the correct regional team immediately upon submission.
ROUTING ARCHITECTURE
Location-based auto-routing
Tickets are automatically routed based on the
requestor's campus: UK -> UK team, Spain ->
Spain team, and all remaining regions (MENA,
Europe, India) -> centralised India IT team.
Application-level override
Certain business-critical applications bypass
location rules entirely. Requests for these apps
always route to a designated specialist team in
India regardless of the requestor's region.
Staff vs faculty classification
User type — staff or faculty — is factored into
routing logic and SLA assignment, ensuring
priority levels reflect the requestor's role within
the institution.
Zero manual triage
Prior to implementation, ~38% of tickets were
misrouted or required manual reassignment. Post
go-live, misrouted tickets dropped to under 2%,
removing a major bottleneck.
3. IT Asset Management
All IT assets across campuses are managed in Microsoft Intune and synchronised automatically into
JSM Assets, creating a live, accurate CMDB without manual data entry.
INTUNE TO JSM ASSETS INTEGRATION
Automated Intune sync via plugin
A plugin integration keeps JSM Assets
continuously updated with device records from
Intune — laptops, desktops, and mobile devices
— ensuring the CMDB reflects real-world
inventory at all times.
Asset-linked service requests
When raising an IT request, users search and
select the affected asset directly from the JSM
portal. The ticket links to the CMDB record,
enabling faster diagnostics and full asset history
tracking.
Single source of truth
Eliminating manual asset data entry removed
duplication and inaccuracies that previously
existed across spreadsheets and siloed tools,
giving IT teams a reliable, unified view of all
assets.
Asset lookup time: < 30 seconds
Previously, identifying an asset during a support
call took 8 to 12 minutes. With Intune sync and
JSM Assets search, agents locate asset details in
under 30 seconds.
4. Non-IT Asset Management
Physical non-IT assets — benches, monitors, AV equipment, furniture — are tagged with QR codes or
barcodes and managed through JSM Assets using a mobile scanning plugin.
QR CODE & BARCODE SCANNING
QR & barcode tagging
Every physical asset is affixed with a unique QR
code or barcode. Users raise service requests by
scanning the tag on their mobile device, which
auto-populates the asset record in the JSM
request form.
Mobile-first request raising
Staff can raise non-IT requests from anywhere on
campus without knowing asset ID numbers.
Scanning the tag eliminates manual lookup and
reduces errors in asset identification.
Unified IT & non-IT catalog
Both IT and physical asset types are surfaced in the same JSM portal, giving users a consistent experience regardless of the asset category they are requesting support for.
5. Problem & Change Management
A comprehensive Problem and Change Management framework was established in JSM, bringing ITILaligned processes to a university environment that previously lacked formal governance structures.
PROBLEM MANAGEMENT
Root cause analysis workflow
A formal problem management process identifies
root causes behind recurring incidents. Problems
are linked to related incident tickets for full
traceability and structured RCA documentation.
Repeat incident reduction
By systematically resolving root causes rather
than just symptoms, the problem management
process reduced repeat tickets for the same issue
by 65% within the first six months.
CHANGE MANAGEMENT
Multi-stage change approval
Normal, standard, and emergency change types
each have distinct approval workflows. Change
requests are assessed for risk, reviewed by
designated approvers, and linked to impacted CIs
before implementation.
Change Advisory Board (CAB) integration
CAB review cycles are embedded into JSM
change workflows. Stakeholders across all five
regions have visibility and sign-off authority,
reducing the risk of unplanned disruptions to
university services.
Change approval cycle: 6 days to 3 days
Digitising the change workflow and embedding CAB reviews into JSM halved the average approval cycle,
enabling faster delivery of IT changes while maintaining governance rigour.
6. Impact & Results
The following metrics reflect performance improvements measured post implementation, benchmarked
against the baseline state prior to the global helpdesk go-live.
6.1 Headline KPIs
94%
SLA compliance
Up from 67% pre-implementation
1.8 hrs
Avg. first response
Down from 6.5 hours
2.1 days
Avg. ticket resolution
Down from 5.4 days
4.4 / 5
User satisfaction (CSAT)
Up from 2.9 / 5
< 2%
Misrouted tickets
Down from ~38%
< 30 sec
Asset lookup time
Down from 8-12 minutes
7. Key Outcomes
SUMMARY OF OUTCOMES
Reduced resolution time through smart routing
Automated routing eliminated manual ticket
assignment, reducing first-response delays and
ensuring the right team picks up each request
from the moment it is raised.
Full asset lifecycle visibility
Real-time Intune-JSM sync combined with QRbased physical asset tracking gave IT teams a
single source of truth for all assets across all
campuses and regions.
Improved service reliability via P&CM
Formal Problem and Change Management
processes reduced repeat incidents and
unplanned outages, supporting higher service
availability across all five university regions.
Higher user satisfaction & self-service adoption
CSAT improved from 2.9 to 4.4 out of 5, and selfservice portal adoption grew from 21% to 78%,
significantly reducing reliance on walk-in and
phone-based support.
Atlassian Platinum Solution Partner