Case Study: a large investor-owned public utility company improves SLAs and streamlines ITSM with Praecipio and Jira Service Management

How ITSM Solution Improved SLAs for Tech-Savvy Public Utility Provider

The customer, a large investor-owned public utility company, faced challenges with a failing IT Service Management platform that lacked essential integrations, comprehensive SLAs, and adequate IT Asset Management. Their small team struggled to manage service requests, incidents, and assets across several disparate tools, creating a critical need for a single source of truth.

Praecipio implemented a Jira Service Management solution integrated with Insight - Asset Management, completing the accelerated project in just five weeks. This included building a knowledge base in Confluence and customizing workflows for unique processes like onboarding and VPN requests. As a result, Praecipio helped the client streamline their processes, significantly improve their SLAs, and create a better user experience.