Success stories

Implementation of the request
management process for the legal
area of Estrella Roja.

Estrella Roja, an important Mexican transportation company, transforms its
request management with Jira Service Management, by the hand of bit2bit



Estrella Roja









Business Need

The legal team of Estrella Roja used to receive a high number of requests from both external and internal clients of the organization and had been using e-mail as a technology tool, just as many work teams do nowadays. In this context, it required a considerable effort or it was just not possible to have a detailed follow-up of the requests, know if the time of attention was adequate, manage the assignments of the requests in an optimal way, etc. In other words, there was an opportunity to improve the process that would have a direct positive impact on the satisfaction of external and internal customers and, therefore, on Estrella Roja. In addition, it was necessary to have indicators and reports that would allow making operational decisions, as well as identifying future opportunities to improve the request management process.


As a first step we created a service catalog to classify the different types of requests and to be able to define the information, process, response times, etc. specific to each type of request. This exploration and redefinition of the process was done jointly: On one hand, the Estrella Roja team who were the experts in the business process; and on the other hand, the bit2bit Americas team with expertise in implementation of service management processes and technology platform. As a result, the solution implemented in Jira Service Management allowed to have a fully controlled process, measurable and therefore able to make decisions and implement improvements.


Jira app

The technologies used in this implementation were the following:

Customer satisfaction

Estrella Roja gave us a 90% satisfaction rating for the work implemented.

a Jira Service Management

Why bit2bit Americas?

We were selected for this project due to the fact that bit2bit Americas has experience in multiple implementations of ITSM processes (requests, incidents, etc.) for both IT and business teams. Also, our specialists, besides the experience, have official training in frameworks such as ITIL, as well as the official training of the Atlassian brand in ITSM and Jira Service Management, part of the reasons why we have the Atlassian ITSM Specialized. Moreover, the number and satisfaction of customers in which we have performed these types of implementations supports us solidly.

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.