[Jira Service Desk Day 2018] How MetLife Pioneered Jira Service Desk Implementation

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At Jira Service Desk Day 2018 in San Francisco, our Head of Atlassian Services Bogusław Osuch told the story of one of the world’s leading financial services companies, which was one of the first to implement Jira Service Desk in IT services back in early 2014. Before JSD, they had used several systems and processes to manage requests, which were not integrated with each other. It could be email, open source OTRS, IBM ClearQuest or a very limited use of Jira Software. Imagine that some branches had been serviced even by paperwork! By implementing Jira Service Desk as a unified IT service tool, as well as a couple of custom features to fit their particular needs, MetLife managed to reduce their access management ticket flow by 25%, improve their acceptance chain and customize their Help Center to meet the customers’ expectations.

Software

Implementation
Approvals Process
Reminder and Replacements
External Links
Agenda

was born in 1868 
 
100 million customers
 
50 countries 
 
43. FORTUNE 500 
MetLife offers solutions
and guidance to help
customers meet their
goals and navigate life's
twists and turns.

More applications 
 
Dispersed processes 
 
Less automation 
 
Manual processing
Life before Jira

Implementation
Jira Service Desk
was implemented in  
May 2014 as tool for
company internal
use

Microsoft AD Groups
Applications
Catalogs
Permissions

Acceptance
Manager Owner
IT OperationsEmployee Microsoft AD

Manager Owner
IT OperationsEmployee Microsoft AD
Jira Service Desk

Explore 
existing applications
with 
disable and delete
option

Manager Owner
Employee Microsoft AD
Jira Service Desk

Impact
Number of issues
for access to
catalogs

Impact
Number of issues
for access to
catalogs
Median time spent in  
Pending
implementation and In
Progress statuses

Workflow
Automation
Acceptance
Postfunction

Workflow
Automation
Acceptance
Postfunction
Notification

Manager
Employee Microsoft AD
Owner
reminder

Manager Owner
Employee Microsoft AD
Acceptance
Replacement

Initial
Replacements
Complete 
the form for add 
new replacement

Replacements
Initial
List of replacements
View 
past, current and 
future replacements

Replacements
Initial
List of replacements
Filter
Search 
replacements by 
using built filters

Extension for
Jira Service Desk
Active Directory
Attribute Sync
Actions for 
Jira Service Desk
Translation for
Jira Service Desk

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