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Work
Infrastructure Support Portal
The portal brings internal infrastructure requests into one place, makes status and ownership visible, and replaces loose communication with a traceable intake process.
Jira Service Management
Updated: February 2026
Steady state
5-10
tickets per day
Intake
1
mandatory channel
Transparency
100%
status and reports visible
Problem
Requests arrived uncontrolled through many channels, with no overview and no prioritisation.
Solution
Designed and rolled out a centralised JSM support portal as the mandatory intake channel for all teams.
Result
5-10 tickets/day in steady state. Full transparency over open cases and analytics for all stakeholders.
Lessons learned
An intake channel only works when it is easier than the old side channels.
Required fields should help triage without slowing the reporting flow.
Reports become useful once status, ownership, and priority are maintained consistently.