Overview

Brio Management is a business consulting firm serving multiple internal teams and external clients. As the company scaled, service requests arrived via emails, chats, and disparate tools — making prioritization, accountability, and reporting difficult. Atlassway implemented Jira Service Management to create a unified Enterprise Service Management (ESM) platform with ITIL-aligned workflows, automation, and clear metrics.

Challenge

• Requests scattered across email, chat, and shared inboxes
• No standardized workflows, SLAs, or escalation rules
• Limited visibility for managers on service quality and workloads
• Knowledge fragmented; repeated questions to the IT & operations teams

Solution — ESM & ITSM Built on JSM

Enterprise Service Management (ESM)

We extended ITSM principles beyond IT — applying a service mindset to all departments with dedicated portals and catalogs:

• HR — onboarding, offboarding, leave requests
• Finance — expense approvals, vendor onboarding
• Facilities — maintenance, room/equipment booking
• Legal — contract review requests
• Operations & Marketing — internal requests and project workflows

IT Service Management (ITSM)

We designed ITIL-aligned processes and governance:

• Incident, Problem, Change, and Service Request management
• Configuration & documentation aligned with Confluence
• Strict role-based access & ownership

Intelligent Automation & Collaboration

• SLAs: First Response Time & Time to Resolution, tracked for every service type
• Escalation: 3 levels with automated alerts to agents and managers on breach
• Chatbot agent: AI assistant in the portal that answers common questions from the Confluence Knowledge Base, creates tickets, and hands off to live agents when available
• Microsoft Teams integration: high-priority tickets posted to Teams channels for instant collaboration and faster resolution
• CSAT add-on: built-in satisfaction surveys on closed requests

Implementation Highlights

Results