Implementation of a Unified Service Desk in the KONČAR Group Using Jira Service Management

We have successfully completed another Jira Service Management project—implementing a unified service desk within the KONČAR Group, one of the leading companies in the electrical industry. KONČAR is a group made up of 14 companies, each of which previously had its own way of handling internal support. This approach often led to inconsistencies and issues at the group level, prompting the need for a system in which all 14 companies could submit requests and incidents in one central place. The solution? Atlassian Jira Service Management. We created a single service desk for the entire group, streamlining the request-tracking process, improving visibility during support delivery, and reducing system maintenance costs.

One Service Desk to Rule Them All

The starting point of the project was to consolidate processes and IT infrastructure across the KONČAR Group. The main challenges involved aligning procedures and integrating different Jira Service Management instances into a single user system. Using Atlassian’s Jira Service Management and Confluence, we implemented a centralised service desk that enables easy tracking of requests and incidents—while simultaneously establishing a knowledge base to accelerate problem resolution.

Jira Service Managemet service desk illustration

 

How Did We Achieve This with Jira Service Management?

Close collaboration with the IT teams across the KONČAR Group was key to the successful implementation. Together, we defined internal processes and security protocols across the organisation. This allowed our team of consultants to identify structural gaps and tailor best practice workflows to KONČAR’s specific needs. The result: optimised, secure, and scalable business processes. Each company within the group had processes adapted to suit its individual requirements, while remaining integrated within a centralised system.

What Are the Benefits for the KONČAR Group?

The project brought several major advantages to the KONČAR Group, including:

  • Increased efficiency: Centralising request and incident handling has significantly accelerated processing and resolution, boosting overall productivity.

  • Improved transparency: All requests are now visible in one place, enabling better process insight and increased operational transparency.

  • Unified security standards: High-level integration with existing IT infrastructure has ensured consistent security standards across all companies in the group.

  • Enhanced communication: With all users and departments on the same platform, communication is faster and more seamless.

Next Step: Asset Management

While the system is now fully developed, we continue to work on further enhancements. Introducing the asset management module will improve tracking and management of user equipment, further automating and simplifying operational processes. Our ongoing commitment to system upgrades means new features will continue to drive efficiency and improve user experience for KONČAR.

Efficiency, Transparency and Security with Jira Service Management

By implementing a centralised service desk through Jira Service Management, the KONČAR Group has significantly improved the efficiency, transparency, and security of its business operations. This project not only streamlined request and incident management, but also established consistent security standards and improved communication across the organisation. With continuous development—such as the introduction of asset management—KONČAR is set to further optimise its internal processes through smart use of Atlassian tools.