Case Study: VRT achieves autonomous, fully integrated helpdesking with Idalko and Jira Service Management

VRT streamlines 3 service desks with Idalko and handles 300 tickets per month

VRT, the national public service broadcaster of Belgium, faced challenges with its previous robust but difficult-to-use, expensive, and non-autonomous ticketing system. The old system lacked integration and a proper portal, forcing even simple queries to go through the supplier. VRT partnered with Idalko to implement a new solution using Atlassian's Jira Service Management to gain more control, improve efficiency, and integrate its various services and desks.

Idalko successfully migrated VRT's systems, including open tickets and relevant databases, to a new Jira Service Management ecosystem. The solution integrated with VRT's existing CMDB and Confluence knowledge base, enabling automations and providing on-site training. The results were a fully autonomous and integrated ticketing system that VRT can manage itself, leading to more efficient and effective ticket resolution and user enthusiasm. Idalko's expertise delivered a future-proof system that has prepared VRT for new technologies.

VRT