JSM Cloud Transformation
Rebuilding service desks for 11,000+ customers in JSM Cloud
A large-scale move from an on-premises service desk to a cloud operating model with automated approvals and routing.
Challenge
What needed to change.
An on-premises ServiceDeskPlus install served IT Services, ERP, Infrastructure and Analytics teams. It was costly to maintain, and approvals and routing depended on people knowing who reported to whom.
The solution
How Deservio approached it.
We rebuilt every service desk in the cloud following vendor best practices, keeping IT leadership involved through regular demos and check-ins. Employee data from the company directory now flows in automatically, so approvals and request routing work out the right manager, department, and location by themselves.
Results
What changed.
- 11,000+ customers and 200 agents moved to a cloud service desk
- 4 business functions supported: IT Services, ERP, Infrastructure, and Analytics
- Approvals and routing automated from live directory data, with no manual lookups
- 75% faster approval turnaround
“Approvals find the right manager without anyone typing a name.”← Back to Case Studies
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