Case Study: Osnabrück University of Applied Sciences improves service management with Valiantys and Jira Service Management

Osnabrück University of Applied Sciences boosts service efficiency and first-call resolution with Valiantys

Osnabrück University of Applied Sciences needed to redesign its service management to create a more efficient and holistic system that could integrate various internal departments. The challenge was compounded by the need to adapt to new tools during the COVID-19 pandemic and to design a solution that would be accepted by diverse user groups, including staff and students, without prior Atlassian experience. They selected vendor Valiantys and its partner to implement a solution based on Atlassian's Jira Service Management.

Valiantys implemented a complete Jira Service Management solution, including Confluence for a knowledge base and Insight for asset management, hosted on Valiantys' managed infrastructure. The solution streamlined processes, increased the efficiency of service teams, and provided greater transparency. Users quickly adapted to the new tools, leading to accelerated request processing and a positive impact on customer service. Due to the good user acceptance, the university is already planning follow-up projects to onboard additional faculties.

Osnabrück University of Applied Sciences