Case Study: U.S. Bureau of Prisons improves service desk efficiency with Xtivia’s Jira Service Management solution

U.S. Bureau of Prisons streamlines 40,000-user service desk with Xtivia

The U.S. Bureau of Prisons, a large government enterprise with approximately 40,000 employees, faced challenges in routing IT and HR support tickets to the correct resource across its 165 help desk groups and 225 geographic locations. Xtivia implemented a solution using Jira Service Management to help the organization maintain control over its nationwide system while efficiently directing work to local offices.

Xtivia designed and built a hub-and-spoke service desk system that centralized control while enabling local action. The solution provided considerable savings, empowered users with self-service capabilities, and expedited service delivery. A senior manager reported that the new system was saving significant time compared to the old one, improving organizational agility, efficiency, and customer satisfaction.

U.S. Bureau of Prisons