IT Workflow Implementation

  • Year 2023 - 2024
  • Client ICEF
  • Service IT Workflow Implementation

Background

The ICEF IT team faced challenges in managing their workload and handling tickets due to the lack of a structured system. Prior to the project, tickets were tracked informally via email and Slack, which caused confusion around priorities and inefficiencies in task management. This approach led to missed deadlines and slow response times, impacting the team’s ability to deliver timely solutions to internal stakeholders.

Key factors included,

  • Absence of a structured process for prioritising and tracking tickets.
  • Ineffective communication channels, leading to delays and misunderstandings.
  • The need for a reliable system that would streamline ticket management and improve visibility.
 

Project Overview

The project aimed to implement a comprehensive and structured ticket management system, integrating both Jira and Salesforce. The goal was to improve the prioritisation of tasks, provide a clear view of ticket status, and enhance communication between the IT team and other stakeholders. This solution allowed for a more organised workload and improved service delivery.

Key goals included,

  • Developing a prioritised ticket tracking system for the IT team.
  • Implementing Jira for task management and Salesforce for case handling.
  • Reducing manual communication and improving overall coordination.

Challenges

  • Overcoming resistance to adopting new processes and systems within the team.
  • Customising both Jira and Salesforce to fit the unique requirements of the IT team’s workflow.
  • Tight project timelines and managing resources while also handling other ongoing initiatives.
 

Implementation Strategy

The project was executed in stages, starting with the configuration of both Jira and Salesforce. I worked closely with the team to ensure both platforms were tailored to meet their specific needs, from custom fields to dashboard design. Key actions included,

  • Implementing Jira with customised dashboards and fields for effective task tracking and prioritisation.
  • Collaborating with the Salesforce developer to create a custom case queue, complete with automatic email notifications for various priorities.
  • Providing training and support to ensure smooth adoption and effective system usage.
  • Ongoing monitoring of usage and feedback to make necessary adjustments.

Outcomes

The implementation of the ticket management system delivered clear improvements in team productivity and operational efficiency,

  • A 113.8% resolution rate in Jira (339 resolved tickets out of 298 created) and a 91% closure rate in Salesforce (290 cases closed out of 318 created) within a 12-week period.
  • The team was able to easily identify and prioritise urgent tickets, leading to faster response times.
  • Communications were streamlined, reducing unnecessary Slack and email messages by 80%.
  • The IT team’s workload became more structured, which allowed them to close tickets more effectively and maintain a steady workflow.