Atlassian - JIRA Service Desk

Case Study - KBC Bank


Client needs:

      • An online IT help desk to replace the legacy tools they were using to log, track and manage issues.
      • A help desk which would organise issues being raised into queues, relating to different service teams, which would help overall efficiency.
      • A system which would keep the reporter informed of status changes to their issue.
      • An online managerial approval system which would ensure an efficiency improvement by reducing the amount of time taken to deal with issues.
      • A knowledge base to store how-to-articles which would turn the help desk into a self-help help desk where possible.

Test Triangle provided:

      • A customised version of JIRA Service Desk based on the client's requirements; which meant that the IT help desk was able to maximise the time spent solving issues.
      • A customised set of queues and notifications ensuring that the efficiency of the service team was maximised, and that reporters were kept updated about the issue they raised.
      • Confluence was integrated with the service desk to provide aknowledge base, where how-to documents could be stored.


Our client is a global name in the banking industry. They were undertaking a project that involved implementing a companywide online IT help desk in Ireland.
In particular, the client wanted a one stop shop where issues could be raised, managed, tracked and reported online.

Pain Points

Raising tickets by email and phone meant that the service desk team were spending a lot of time logging issues, rather than dealing with issues.

The client’s existing system of receiving service desk requests by email and phone was not efficient as each issue had to be manually assigned to different service desk teams. The only way to gain managerial approval for software requests etc. was by having a manager sign an approval form. If the required manager was on vacation or working off-site this would delay the issue being resolved. 

Reporters were not automatically updated about changes to their issue; this meant that people would get back in contact with the service desk to enquire about the status of their issue.

The client did not have a one stop shop where issues could be logged, assigned, tracked, approved by mangers and reported upon. This meant that the service desk team were not able to operate at maximum efficiency.

Legacy Tools

Our client had been logging issues to their service desk using email and telephone. To track and manage issues they were using third party tools.

Requirement Gathering / Understanding Requirements

We began by having several meetings with the client where we introduced JIRA Service Desk and gave short demonstrations. During these meetings the client made many inquires about the functionality of JIRA Service Desk, and whether the product would cater to their needs.

How We Implemented JIRA Service Desk

We integrated Active Directory authentication to achieve single sign on across JIRA, JIRA Service Desk and Confluence. We designed and built the Screens, Workflows and Custom Fields which would be required to meet the client’s requirements. Once this was done we were able to build the clients customised JIRA Service Desk, using the version on our demo server as a template. When this version was put in front of the client more feedback was received.

The feedback received was incorporated into the JIRA Service Desk design and helped to make sure that the Customer Portal was as succinct as possible, while still catching all required information. Once the Customer Portal was completed, the next step was setting up the mail settings so that managers would only have to click on a link in an email to give approval or rejection.

The penultimate step in the project was setting up the different groups in JIRA Service Desk and assigning all the correct permissions to the appropriate groups and users. The final task for Test Triangle was training several of the client’s employees, and then handing over administrative control of JIRA Service Desk to the client.


Having implemented JIRA Service Desk we also implemented Confluence and linked a space from Confluence to Service Desk. This provided the client with a space to build a knowledge base which they could populate with how-to and troubleshooting articles, for common issues which the reporter could resolve by themselves.

Feedback from KBC Bank

The bank's requirement was to design a Service Desk Application to support the ICT hardware and software requirements of 1,500 users from an easily understood interface, The approach taken to the implementation of the service desk in this case was to keep customisation to a minimum and use as much of the out of the box JIRA Service Desk functionality as possible

This approach was facilitated by Test Triangle and allowed for a very quick delivery of the project and a simple implementation of the software. The Agile Development Team approach between KBC and Test Triangle resulted in the early delivery of functionality and a very mature final delivery. The knowledge transfer from Test Triangle to the bank's ICT resources was seamless and this is now facilitating the extension of JIRA to Asset Management, Change Management, Release Management and Software Version Control in a single application using electronic approvals.

Lorcan McIntyre – Head of ICT Support Services


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