Centralized IT asset management and scalable IT service management at Globus

How Communardo Switzerland implemented Jira Service Management at Globus and gradually integrated existing services on the basis of strategic ITSM consulting.

Like many companies, following its spin-off from the Migros Group, Globus was faced with the question of how to adapt its IT service management to the existing corporate structure.

Challenges in IT Service Management

As complexity increases, the demands for transparency, speed and controllability are growing in many IT departments. Many IT teams see this reflected in rising ticket volumes, longer processing times due to inefficient processes, and a lack of overview of IT assets and their interdependencies. At the same time, manual processes and data silos between systems result in valuable time being lost and service quality suffering. The result is increased operating costs, longer response times and an IT organisation with limited scalability.

Globus specifically addressed these challenges as part of its reorganisation and gradually integrated its existing services into an optimal end-to-end solution. Through careful strategic planning, the Globus IT team, in collaboration with Communardo Switzerland, ensured that processes, new IT infrastructure and client integration work together seamlessly.

  • Jira Service Management

Solution approach Integration of Jira Service Management to manage incidents, service requests and changes with a decentralized service desk structure

Improve asset management in Jira for ITSM

To prevent service desks from becoming overloaded, Globus turned to Jira Service Management. This enabled ITSM to be implemented technically using a holistic approach and subsequently developed further from a strategic perspective.

Globus developed a central portal solution in collaboration with Communardo Switzerland. This serves as a platform for searching knowledge articles and recording specific customer enquiries and incident reports. The solution supports a decentralized support structure.

The solution includes the following functionalities:

  • Integration of a central knowledge base containing guides for self-help problem-solving or suggestions for specific enquiry forms

  • Improved search and filter functions for locating tickets

  • Integration of partner systems for recording, managing, consolidating and synchronising tickets

  • Integration of a service portal for knowledge sharing and a kiosk for ordering assets with an approval workflow

  • Comprehensive and integrated asset management linked to incident, request and change processes

  • Integration of IT security asset management with references to IT assets

  • The relevant member of the support team is notified by email as soon as the ticket has been assigned

  • Recorded cases and changes made can now be tracked in the system

Typical services for ITSM solutions

  1. Strategic ITSM consulting

    The first step is a thorough analysis of your existing IT service processes. Based on this, we develop a target picture and a clear roadmap for the further development of your IT service management. In doing so, we orientate ourselves on established best practices and create a resilient basis for sustainable improvements.

  2. Jira Service Management Implementation

    Jira Service Management is introduced and configured on the basis of the defined target image. We design structured service and support processes and implement automated workflows that reduce manual effort and increase efficiency.

  3. Integration & system landscape

    A key success factor is the integration of existing systems. We ensure that user administrations, external services and partner solutions are seamlessly integrated. This creates end-to-end processes and a consistent database across all systems.

Identify ITSM potential

Advantages that Globus derives from the ITSM solution

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Reference: Advantages at Globus through ITSM with Jira Service Management

Faster processing of service requests

Improved transparency of IT assets and processes

Significantly reduced manual effort

Central platform for IT service processes

The collaboration with Communardo was inspiring, goal-orientated and pragmatic, which is why we were able to find innovative ways to achieve the most integrated solution possible for ticket and asset management and the development of the new IT service management.
The changeover to the new IT infrastructure and workplace environment went smoothly and was excellently supported by Communardo. As a result, we can offer progressive and intuitive services to our approximately 3,000 stakeholders at HQ, in warehouse management and in the branches.
Michel Ruhlé, Head of IT Service & Security Management

About our customer

Globus Case Study: Improving it service management through consulting by Communuardo Switzerland

Globus offers a comprehensive range of high-quality products and services for discerning customers. As a renowned department store, Globus is synonymous with exclusive brands and first-class quality in the fields of fashion, beauty, homewares and food.

  • Over 3,000 employees
  • Head office: Zurich 
  • Sector: Retail & Online Retail
More about Globus

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