Summary
Key results
More consistent internal operations across teams
Centralized onboarding and offboarding in JSM
One service model for internal teams and providers
Angst+Pfister needed a clearer way to manage service work across internal teams and its external service provider. The company already had a central Jira Service Management environment, but key workflows still required stronger structure, cleaner request handling, and less manual coordination.
This was especially important for employee onboarding and offboarding, where human resources, managers, and service desk agents needed a shared process instead of fragmented steps. Incident and problem management also had to fit into the same platform, supported by clearer Jira workflows and configuration records that would make the setup easier to maintain and develop further.
To build this foundation for improved service operations, Angst+Pfister engaged Sii Poland for its expertise, backed by Atlassian Platinum Solution Partner status and 50+ certified specialists.
Expanded service management with automation and provider integration
Atlassian experts from Sii Poland supported Angst+Pfister in developing its central JSM environment. The collaboration focused on improving support processes and increasing operational efficiency for the teams using the platform.
The scope of work included:
- Expanding the service management environment with incident, problem, and human resources management features
- Creating onboarding and offboarding processes in JSM
- Automating selected service desk activities, including onboarding and offboarding task creation, approver assignment, worker-related task linking, form generation and assignment, notifications, and service request triage
- Fixing legacy configuration bugs
- Connecting the client’s JSM environment with the provider’s instance through email-based synchronization
- Preparing and updating documentation for the JSM configuration
More consistent service operations and stronger process control
Sii Poland helped Angst+Pfister move from fragmented service processes to a more structured JSM setup. This gave the client clearer process control and a more reliable way to coordinate daily service work.
Human resources gained a centralized platform for employee onboarding and offboarding, while service desk agents could work in a better-organized, more automated setup. Cooperation with the provider also became easier through automatic task synchronization between connected instances.
The new foundation made the environment easier to develop further. The customized approval path added more structure to new processes and initiatives, while configuration documentation supported standardization and easier long-term maintenance.
Key results
- Central JSM environment expanded with incident, problem, and human resources management features
- Employee onboarding and offboarding centralized in JSM
- Service desk work streamlined through automation and legacy configuration cleanup
- Automatic task synchronization enabled with the provider’s environment
- Configuration documentation prepared to support standardization and further development