About the client

Public institutions (city hall, schools, universities, libraries, etc.) located in the capital of one of the Nordic countries. The city is inhabited by a well-educated, highly qualified population, has an excellent infrastructure and offers a high quality of life.

The challenge

Client needed implementation of a Service Desk type tool for the daily service of residents’ needs in the field of public institutions.

What we did

  • We have configured and adapted the Jira Service Management to the needs of handling notifications from residents’ requests and for the needs of office employees.
  • We have automated the process of populating the CMDB database with data from Service Desk.


  • Client received an ergonomic and high-performance tool for everyday process work.
  • Communication between the resident and the public institutions was improved and digitized.
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