The U.S. Bureau of Prisons has over 250 facilities scattered throughout the U.S. Each facility both manages its own IT and HR help desks, while relying on a large, geographically diverse set of centralized help desks that support centralized systems. RightStar was asked to create a centralized help desk system that routes tickets correctly to local help desks when appropriate, while making tickets available to centralized help desks when necessary, and to do this while maintaining privacy of tickets all without compromising efficiency of operations.
A key requirement has been to enforce a standard that simplifies the work efforts of both the local and centralized help desk teams. In this talk, we will show how we used Insight to assist in the management of tickets across the Bureau’s facilities, to categorize those tickets into over 750 different possible buckets, and to automate a large number of processes, resulting in greater efficiency for the limited support teams. We will also review our use of apps to facilitate capabilities that extend the Jira Service Management out-of-the-box functionality.
