Clip, the leading fintech in Mexico, transforms its ITSM to support accelerated growth with agility and quality of service.
Clip changed the way card payments were made in Mexico, and to complement rapid growth and a high level of customer service: redesigned its IT Service Management, combining Jira Service Management with ITSM best practices.
Clip’s compelling value proposition led to a rapid expansion in the customer base, helping the in-house team scale from tens to hundreds of employees. With more people in the technology team and with projects and clients multiplying, the service desk platform that supported Clip until then was no longer sufficient.
The solution was not cloud-native, and did not offer the work visibility, integrations, and customizability that the team needed, so it was decided that it was time to transform the IT Services operation and management processes and select a platform that is capable of helping them achieve important objectives for their strategy:
Enable the Service Desk with best practices and focus on ITSM processes.
Accelerate the resolution of incidents, providing security for the growth of Clip.
Expand the use of the cloud, centralize management, and connect tools and teams.
At the time, Clip’s agile and DevOps teams were already using Jira Software Cloud as a central tool for the job and had been able to greatly accelerate the launch of products and services to respond to business demands.
However, taking the next step: supporting the continuous delivery of values and further accelerating innovation, without risking stability, would require IT service management unlike anything Clip has ever experienced.
There were other solutions on the market, but Pedro Moya, IT Director at Clip, said that observing the fluidity with which Jira Software connected different teams, they found the adoption of a Jira-based ITSM platform very attractive.
Expectations were high and Clip turned to Atlassian to get the best out of Jira Service Management and create Service Management capable of supporting the high speed that the business demanded.
“Jira Service Management it provided us with the foundation we needed to achieve positive results: integration between different tools and teams, vision for growth in the cloud, and ease of customization and automation. “
-Pedro Moya (IT. Director)
Clip is the best ally for Mexican businesses of any size and industry, since it allows them to accept payments with credit cards, debit cards and vouchers quickly, easily and safely.
Therefore, the first big challenge for the team was to ensure the stability and performance of the platform 24 hours a day, 7 days a week. With the Jira Service Management app, it was possible to reformulate end-to-end support, connecting solutions and teams.
Leveraging Halp’s connection to Jira Service Management, the DevOps and Service Desk teams were able to transform messages into requests to collaborate and resolve issues faster directly from Slack.
Also, statuses began to be shared on user-friendly pages using Statuspage, allowing internal teams to track the performance of all Clip software and application components in real time.
“Jira Service Management reduce steps in the incident path. And that translates into faster solutions and even better service for our customers. “
-Pedro Moya (IT. Director)
Jira Service Management also created the conditions to deliver excellent solutions to all teams with customized portals, service catalogs, solution manuals, and intelligent automation flows.
“All teams are already using the platform for any IT request. Also, many started expanding to different streams within their own areas, such as onboarding new hires, contracts, marketing, financial requests, etc.”
-Pedro Moya (IT. Director)
Clip’s new IT Service Management framework allowed ITSM best practices to be applied to the entire team workflow, overcoming challenges of visibility, centralizing incident management and cloud acceleration, reducing manual labor and impacting positively diverse dimensions of the Clippers’ work.
Several processes related to the operation of the business, such as the adaptation and expansion of the AWS cloud infrastructure, were fully automated, and others could be greatly optimized.
There are a couple of automatic request flows to request new users to access AWS and user requests for database access. Before, the application and account creation processes in Clip were done manually and took a maximum of 24 hours once the request was authorized, since you had to wait for approval and contact the user to get their response, currently that process it was reduced to 30 minutes.
The integrated use of Atlassian cloud solutions such as Jira Software, Confluence and Jira Service Management, created a connected, collaborative and highly visible ecosystem that helped reinforce the culture of innovation and agility, as well as the focus on customer needs.
The Remote Pay solution, for example, was inspired by the needs of customers who did not have e-commerce, but who needed to make online sales with social distancing measures.
“Atlassian helps us to work in a more efficient and integrated way, especially to be able to deliver new and better products to our different clients.”.
-Pedro Moya (IT. Director)
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What are ITSM processes? ITIL version 4 recently went from recommending ITSM “processes” to introducing 34 ITSM “practices”. Their reasoning for this updated terminology is that “elements such as culture, technology, information and data management can be considered to get a holistic view of ways of working”. This more comprehensive approach better reflects the realities of modern organizations.
Here, we will not concern ourselves with nuanced differences in the use of practice or process terminology. What’s important and true, no matter what framework your team follows, is that modern IT service teams use organizational resources and follow repeatable procedures to deliver consistent and efficient service. In fact, leveraging practice or process is what distinguishes ITSM from IT.
Change management ensures standard procedures are used for efficient and prompt handling of all changes to IT infrastructure, whether it’s rolling out new services, managing existing ones, or resolving problems in the code. Effective change management provides context and transparency to avoid bottlenecks, while minimizing risk. Don’t feel overwhelmed by these and the even longer list of ITIL practices.
Problem management is the process of identifying and managing the causes of incidents on an IT service. Problem management isn’t just about finding and fixing incidents, but identifying and understanding the underlying causes of an incident as well as identifying the best method to eliminate the root causes.
Incident management is the process to respond to an unplanned event or service interruption and restore the service to its operational state. Considering all the software services organizations rely on today, there are more potential failure points than ever, so this process must be ready to quickly respond to and resolve issues.
IT asset management (also known as ITAM) is the process of ensuring an organization’s assets are accounted for, deployed, maintained, upgraded, and disposed of when the time comes. Put simply, it’s making sure that the valuable items, tangible and intangible, in your organization are tracked and being used.
Is the process of creating, sharing, using, and managing the knowledge and information of an organization. It refers to a multidisciplinary approach to achieving organizational objectives by making the best use of knowledge.
Is a repeatable procedure for handling the wide variety of customer service requests, like requests for access to applications, software enhancements, and hardware updates. The service request workstream often involves recurring requests, and benefits greatly from enabling customers with knowledge and automating certain tasks.
It’s simply not enough to have an ITSM solution – you need one that actually accelerates how your teams work.
Atlassian’s ITSM solution unlocks IT at high- velocity by streamlining workflows across development and operations at scale. Meaning what was once many siloed teams with different ways of working, are now integrated and much more collaborative than ever before.
ITSM benefits your IT team, and service management principles can improve your entire organization. ITSM leads to efficiency and productivity gains. A structured approach to service management also brings IT into alignment with business goals, standardizing the delivery of services based on budgets, resources, and results. It reduces costs and risks, and ultimately improves the customer experience.