Case Study: Multinational Beverage and Brewing Company modernizes IT service management with Praecipio and Jira Service Management

World's Largest Beverage & Brewing Company Migrates to Atlassian

The customer, a multinational beverage and brewing company, faced challenges with a legacy service desk that could not handle its large volume of tickets or provide ITIL-based best practices. They partnered with Praecipio to replace their outdated system with a modern solution that could scale and improve service levels.

Praecipio implemented a solution using Atlassian's Jira Service Management and Confluence, along with the Insight by Riada app for asset management. This provided the customer with a self-service portal, a configuration management database, and custom workflows. The result was a new platform that successfully supports 20,000 users and 4,000 daily service requests, providing improved visibility into performance metrics and enabling data-driven decisions.