Centralized IT service management with Jira Service Management

The implementation of Jira Service Management at Leuchter IT Solutions led to the modernisation of the IT service landscape. By introducing this solution, combined with bespoke development to integrate the CRM and service tracking, service processes were standardised and service efficiency was improved.

  • Jira Service Management
  • Jira Service Management

The challenge from the customer's perspective

How do companies introduce an ITSM tool? Leuchter IT shows how.

Leuchter IT Solutions faced the challenge of implementing a modern and flexible IT service management tool that would enable the efficient processing and management of customer enquiries. 

Integration with existing systems such as the CRM was crucial to ensure seamless data connectivity and an automated flow of information. Furthermore, service tracking was to be integrated directly into the ITSM tool and billing processes ensured.

The solution

In close collaboration with Communardo Switzerland, JSM-Cloud was implemented to centralize the management of customer service enquiries, incident management and change management. 

A customised service desk was set up, featuring the following characteristics:

  • Integration with Microsoft Dataverse (CRM): Information about customers, SLAs and ongoing projects is integrated directly into tickets, enabling quick contextualisation and a better response to enquiries.
  • Simplified time tracking: The working time spent processing a ticket can be recorded and directly allocated to the relevant customer projects. This simplifies invoicing and increases transparency for the customer.
  • Customised workflow: In collaboration with Communardo Switzerland, a bespoke workflow has been developed that is tailored to the specific needs and processes of Leuchter IT Solutions.
  • Automatic escalation: Unresolved tickets are automatically escalated if the due date is exceeded or if there is no feedback to the customer.

The advantages for customers ITSM with Jira Service Management

More about ITSM
Advantages of ITSM with Jira - report from the field

Modern platform

for a centralized overview of tickets and service requests

Possibility of categorisation and prioritisation

of IT support tickets to ensure high service quality and rapid response.

Structured recording

and management of all IT support requests

Improved search and filter functions

to find tickets

Automatic conversion

of emails from customers in enquiry tickets

The introduction of Jira Service Management Cloud together with Confluence was a milestone for the continuous development of our company.
The development of the connection to our CRM and service recording by Communardo was characterised by a high level of expertise and a goal-oriented approach.
Thanks to the seamless integration into our existing systems, we can now offer our customers a faster and more transparent service
Felix Rohrer, Head of IT Operations at Leuchter IT Solutions

About our customer

Leuchter IT is a satisfied customer of Communardo Switzerland

Leuchter IT Infrastructure Solutions AG offers comprehensive IT services and solutions for medium-sized businesses. With a team of 70 specialists, Leuchter serves over 130 clients across various sectors and is renowned for its bespoke and innovative IT solutions.

  • 70 employees
  • Location: Lucerne 
  • Operating in the IT services sector
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