The Very Group's Service Management Modernization

This case study outlines how The Very Group transitioned from outsourced to in-house IT services, leading to the modernization of their service management system. The organization implemented Jira Service Management with the assistance of Atlassian Solution Partner Clearvision, aiming to enhance employee satisfaction and operational efficiency. The legacy system was deemed inadequate for the company's scale, prompting the need for a more integrated and efficient solution. Since the rollout, The Very Group has reported an average satisfaction score of 4.9 out of 5 from employees, indicating a positive reception of the new system. The case study details the implementation process, including the configuration of incident management workflows and the establishment of a self-service portal. Furthermore, it highlights the significant increase in ticket submissions and the positive impact on both employee and customer experiences, particularly during peak shopping seasons. The Very Group's commitment to continuous improvement and optimization of their service management practices is also discussed.