IT Service Management Platform for Pinellas County

The challenge

Pinellas County, Florida needed more than a basic ticketing tool. Its help desk needed one structured place to take requests, run service workflows, track service levels and report on performance. The platform also had to grow with the County as more teams and services came on board, without adding custom software that is costly to maintain.

1. Help desk requests and service interactions with no single place to track them
2. Incidents, requests, problems and changes without one consistent process
3. Limited visibility into ticket ownership, priority and status
4. Routing, notifications and escalations that relied on manual work

Project objectives

• Centralize help desk requests and service interactions in one system
• Standardize workflows for incidents, service requests, problems and changes
• Give administrators clear insight into ticket ownership, priority and status
• Automate routing, notifications, escalations and approvals
• Support operational dashboards and service-performance monitoring
• Build a platform that can add agents, teams and services over time

The solution

Bilions implemented Atlassian Jira Service Management in the cloud and configured it around how the County’s teams actually work. We chose configuration over custom code wherever we could, so the County’s own administrators can maintain and extend the platform. The result covers incident, request, change and knowledge management, service-level tracking and reporting in one secure, maintainable system.

Key solution areas

• ITSM configuration: workflows, queues, request types, roles, permissions, SLAs and custom fields
• Workflow automation for categorization, priority-based assignment, notifications, escalations and approvals
• Dashboards for ticket volume, categories, resolution times, workload and SLA performance
• A service portal and knowledge base for faster answers and self-service
• Cloud (SaaS) architecture with minimal infrastructure for the County to run
• Administrator training, user enablement, documentation and ongoing support

Implementation approach

1. Phase 01

   Discovery & requirements

   Mapped the County’s service processes, teams and reporting needs.

2. Phase 02

   Solution configuration

   Configured workflows, queues, SLAs, automation and the service portal.

3. Phase 03

   Testing & validation

   Tested workflows and automation against real service scenarios before launch.

4. Phase 04

   Deployment & training

   Went live, trained administrators and agents, and handed over documentation.

5. Phase 05

   Support & optimization

   Ongoing technical support and tuning as usage grows.

Impact