ITSM process implementation with ITIL
for Mutualser

Mutualser aligns its ITSM processes to ITIL practices with bit2bit Americas.












Business Need

The technology support team at Mutualser, one of Colombia’s leading EPSs, had implemented the basic ITIL processes in an open source tool. In order to improve service levels and establish tracking metrics, it was essential to update and adopt the ITIL 4 framework. This transition was also in response to a requirement from the Ministry of Technology. However, the technology in use was an impediment to aligning processes with best practices, which implied not only transforming processes, but also updating the technology platform. Additionally, it was necessary to keep the existing ticket history in the new solution, as well as the users involved.


In this context, bit2bit Americas worked with the Mutualser team to understand in detail the needs of each process and as a result we were able to model and then implement the following processes: Incident Management, Request Management, Problem Management, Change Management, Major Incident Management and Alert Management. This also included metrics, SLAs, case self-management capabilities, among others. Additionally, all existing ticket history from the previous platform was successfully migrated to Jira Service Management. The result was of high impact since we achieved an improvement of more than 10% in service level compliance and we were able to comply with the external requirements of ITIL 4 alignment. Also, users were migrated and good IAM (Identity and Access Management) practices were implemented, integrating Atlassian Access with the client’s user directory.


It is worth mentioning that, with the implemented solution, processes are now integrated, i.e., an incident can automatically generate a problem, a problem can automatically generate a change, etc.


Jira app

The technologies used in this implementation were the following:

Customer satisfaction

Mututalser rated us with 90% in the satisfaction survey for the successful completion of this project.

a Jira Service Management

Why bit2bit Americas?

Mutualser needed the support of a company with experience in service management so they decided to work hand in hand with bit2bit Americas, who is characterized by the implementation with excellence of processes based on ITIL methodology. Mutualser trusted in the contribution as specialists in this type of services and highlighted the excellent fluid and clear communication with the project leaders through immediate response channels to expedite any setback of the project. bit2bit Americas has a team of ITIL certified specialists with experience in dozens of ITSM implementations, also have technical certifications and functional accreditations Atlassian, which supports us.

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.