Last updated: 18 April 2025

Transforming IT Service Management: ITSM service desk for MLOZ

MLOZ, a healthcare organization, needed to modernize its outdated IT service desk to improve support efficiency and security. ACA Group implemented ASK Service Desk based on Jira Service Management, including a self-service portal, system integrations, and real-time reporting. This ITSM solution reduces response times, improves operational efficiency, and provides a secure, scalable platform for delivering high-quality IT support.

Challenge

MLOZ their outdated IT service desk struggled with limited reporting, inflexible SLAs, and poor integration, hindering efficiency and user satisfaction.

Solution

We implemented ASK Service Desk, a Jira Service Management solution, featuring a user-friendly self-service portal, seamless integrations, and real-time reporting.

Result

MLOZ now enjoys an innovative, efficient ITSM platform with faster response times, improved security, and significant time savings, delivering a superior support experience.

MLOZ needed a modern, integrated IT service desk to handle over 70,000 tickets annually. Their existing service desk was outdated, no longer compatible with modern environments, and unable to integrate with external databases and applications. Key issues included:

Limited reporting capabilities and inability to configure SLAs correctly.
Lack of real-time follow-up and accurate reporting.
No seamless integration with their existing Service Management Reporting Tool or a modern self-service portal.

MLOZ wanted a solution that would replace their outdated system with Jira Service Management, which would integrate seamlessly with their current Jira environment. The new system needed to offer flexible SLA configurations, real-time tracking, accurate reporting, and an enhanced self-service portal.

Enhanced self-service portal: Integrated with Confluence for a robust knowledge base, enabling users to find solutions independently and reducing the workload on service desk teams. The portal also features a clear, intuitive interface that makes ticket creation simple and efficient.
Improved agent efficiency: By integrating with MLOZ’s Configuration Management Database (CMDB), employees can view software configurations directly in tickets, saving significant time. Skype integration allows agents to quickly call end-users for faster issue resolution. Additionally, seamless integration with MLOZ’s Jira instance enables easy linking of tickets and issues, saving 12 man-days per year.
Real-time & accurate reporting: The implementation of the EazyBI plugin allows MLOZ to generate precise, real-time reports from complex Jira data automatically. Flexible SLA configurations ensure tailored timelines per team and incident type, optimizing efficiency and follow-up.
Better performance, security and follow-up: Jira’s responsive web technology enhances the efficiency and security of the service desk, supporting the latest browsers and mobile devices. Enhanced security features restrict ticket access based on user roles, reducing the risk of data leaks. A custom SMS notification system ensures minimal response times during escalations.

Thanks to our partnership with ACA, our Demand, Incident, Problem and Release processes are fully integrated into the Jira suite. The approach proposed by ACA has been essential to the success of this integration.

Serge Noblet

Head of Solution Delivery at MLOZ

"Thanks to our partnership with ACA, our Demand, Incident, Problem and Release processes are fully integrated into the Jira suite. The approach proposed by ACA has been essential to the success of this integration."

Serge NobletHead of Solution Delivery at MLOZ

Let's work together!

Want to upgrade your IT Service Desk?

Then Jira might be the solution for you. Let's talk!

Let's work together!

Want to upgrade your IT Service Desk?

Then Jira might be the solution for you. Let's talk!

Let's work together!

Want to upgrade your IT Service Desk?

Then Jira might be the solution for you. Let's talk!

Let's work together!

Want to upgrade your IT Service Desk?

Then Jira might be the solution for you. Let's talk!

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Transforming IT Service Management: ITSM service desk for MLOZ

Challenge

Solution

Result

About MLOZ

Challenge

Outdated systems hindering efficiency

Solution

A tailored support & knowledge (ASK) service desk

Result

A future-proof ITSM solution

Tickets per year

Service desk agents

Customers

Teams

Want to upgrade your IT Service Desk?

Want to upgrade your IT Service Desk?

Want to upgrade your IT Service Desk?

Want to upgrade your IT Service Desk?

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