Global Jira Service Desk Cloud Implementation at Coroplast Group​

  • About Coroplast Group
The Coroplast Group is a globally successful and independent family company with its headquarters in Wuppertal. The company employs around 8,400 people worldwide. In more than 90 years, this association with the three business areas has developed from a local manufacturer of electrical insulation materials to a global player and technology leader in the business areas of technical adhesive tapes, cables & wires and wiring harnesses.
  • Project details

Project length: 6 months

Goal: Implementation of a service desk solution using Jira Service Management

  • The Challenge

The Coroplast Group spans a global network with its brands Coroplast Tape, CoroFlex and WeWire.
The aim was to implement a service desk process that would enable all employees to work together in a central tool.
The existing service desk solution was already classified as insufficient in terms of user-friendliness and scalability before it was commissioned, which is why an extension of the existing solution was ruled out.
At the start of the project it was important to act quickly. A deadline of 2 months was set so that a functioning service desk tool could continue to be available.

  • Approach & Solution​

1. Replacement of the existing tool

  • Scoping of the required licenses and add-ons
  • Translation of the processes in Jira Service Management
    Fastest possible start-up in Germany and end user onboarding

2. Development of the process into a fully-fledged service desk solution

  • Adding processes that could not be covered with the existing solution, such as SAP error messages, user requests and asset management
  • Improvement of user-friendliness by optimizing the service desk processes, adapted to internal workflows

3. Expansion of the solution to additional global locations

  • The locations in North America, China, Mexico, Poland, Tunisia and Moldova were given their own sub-service desk portals, allowing them to customize specific details to suit the unique needs of the location

4. Setting up interfaces to other internally used solutions

  • Interface to Zabbix and PowerAutomate

The advantages at a glance

  • Tailored, lean service desk process, adapted to internal workflows & individual requirements
  • Avoid superfluous functions and excessive license costs
  • Independent further administration of the solution by the customer is possible
  • Ad-hoc adjustments are made possible by modalizing the local processes without affecting the central solution
  • Collaboration is encouraged between the different locations through ticket forwarding

We are happy to advise and support you in the introduction, development and optimization of your IT systems & processes.

CONTACT
  • Cross ALM GmbH
    Helmholzstraße 2-9
    10587 Berlin
  • +49 30 398 36 112
  • solutions@crossalm.com