[Case Study on Business Efficiency Improvement] JAL Infotech Co., Ltd.

In-house development of ITSM tools has achieved faster trouble response for 35,000 people and improved support quality!

We would like to introduce a case study on the implementation of the inquiry management and incident management tool "Jira Service Management" at JAL Infotec Co., Ltd. With the support of Ricksoft, we achieved the in-house development of an ITSM system aligned with ITIL using JSM, as well as the integration of inquiry contact points. While keeping costs down to nearly one-hundredth of the initial estimate, in-house development has enabled the design of workflows that quickly adapt to changes and needs on the ground, significantly contributing to the optimization of internal IT resources and the improvement of end-user satisfaction. [Case Overview] ■ Background and Challenges: Information and knowledge were dispersed due to a siloed help desk system, resulting in inconsistent support quality for users. ■ Implementation Effects: - Established a system where 100 people handle 35,000 inquiries by consolidating inquiry contact points. - Achieved faster trouble resolution and improved support quality. *For more details, please download the PDF or feel free to contact us.

Production Management System