Case study | Atlassian
Empowering Temenos to deliver exceptional IT services with Atlassian managed services
- Geography: India
- Industry: Banking
- Employees: 1000+
- Solution: IT Service Management
- Services: Atlassian managed services
The client
Temenos, a Swiss-based company with a mission to revolutionize banking, is a global leader in banking software. Their open platform enables over 1.2 billion people to carry out their daily banking needs, representing 30% of the world’s banking population. Founded in 1993, Temenos is the 3rd largest European software company.
Client requirements
Inefficient Incident Response
Difficulty in identifying and engaging the right stakeholders during critical incidents.
Tool Integration & Migration
Challenges integrating Opsgenie with internal systems and migrating data seamlessly from PagerDuty.
Need for Continuous Support
Requirement for uninterrupted, around-the-clock managed support to ensure business continuity
Our approach
To address Temenos' challenges and optimize their ITSM processes, we began by conducting a detailed Discovery to understand their existing processes, tools, and infrastructure gaps. Our team of experts proposed a customized ITSM solution for enhanced customer experience, leveraging Atlassian’s Jira Service Management with customized workflows, plugins, and automation.
Our solution
ITSM Solution Implementation
Implemented and configured Jira Service Management for client's specific needs, including custom workflows, intelligent stakeholder identification and collaboration, and a centralized knowledge base.
Data Migration from ServiceNow
Executed a meticulously planned migration strategy to ensure a smooth and seamless transition to Jira Service Management, maintaining data integrity.
Opsgenie Integration for Observability
Seamlessly integrated Opsgenie with the ITSM solution for enhanced observability and on-call alerting, facilitating proactive incident monitoring, rapid response, and efficient resolution.
Business benefits
- Achieved 99.9% uptime for Atlassian, ITSM, DevOps, and CI/CD, ensuring uninterrupted availability.
- Reduced MTTR by 35%, ensuring faster incident resolution and minimal business impact.
- Cut time-to-market by 25%, keeping Temenos agile in meeting customer demands.
- Improved employee efficiency by 20%, focusing on strategic initiatives instead of troubleshooting.
- Trimmed infrastructure costs by 15% through proactive optimization.
- Boosted customer satisfaction by 20%, thanks to faster issue resolution and feature delivery.
- Achieved 30% faster system response, enhancing user experience and productivity.
- Reduced infrastructure-related incidents by 20%, enabling seamless growth without compromising stability.
Technology stack
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