Infosysta – Digital Transformation Experts

Streamlined & Scalable ITSM Powered by Jira Service …

wpx_infosysta — Tue, 03 Feb 2026 14:41:10 +0000

Streamlined & Scalable ITSM
Powered by Jira Service
Management

Industry

Pharmaceutical Retail

Sector

Healthcare

Project Duration

6 months

Location

KSA

Project Requirements

The client ITSM project required a complete overhaul of their outdated “RightNow” system by implementing a scalable Jira Service Management (JSM)-based solution aligned with ITIL 4.0 standards.

Key requirements included designing user-specific portals and customized service catalogs based on login categories, centralizing ticket management across departments, and automating core ITSM processes such as incident, problem, and service request handling.

The project also demanded the development of a dynamic ticket assignment mechanism that considers factors like region, working shifts, and support levels. Additionally, The client needed an integrated knowledge management system to replace SharePoint, real-time alert handling through Opsgenie, and seamless asset tracking via BarCloud. Custom dashboards and reporting capabilities were required to provide visibility into performance metrics, along with integration readiness to synchronize with external systems and ensure a unified, efficient service management environment.

About The Client

A leading retail pharmacy chain, operates a nationwide network across many cities and villages in the Kingdom. The company aimed to modernize and streamline its IT service management processes to support its growing operations and enhance service efficiency.

Used Tools

Challenges

Limited Customization: RightNow’s inability to provide different service catalogs based on user profiles resulted in a lack of tailored service delivery.
Inefficient Ticket Management: The absence of a centralized system meant agents managed tickets from multiple sources, leading to inefficiencies and difficulties in tracking.
Manual Processes: The lack of automation in problem management and other areas resulted in increased manual effort and operational delays.
Integration Challenges: Disconnected asset management and knowledge systems created inefficiencies and hindered the ability to maintain a cohesive ITSM environment.
Complex Reporting: The lack of integrated dashboards and reporting tools made it challenging to track performance and generate meaningful insights.

Solutions Provided

Improved Efficiency: Centralized ticket management and automation streamlined operations, reducing manual effort and improving response times.
Enhanced User Experience: Customized portals and service catalogs delivered a more personalized and efficient service experience for users.
Effective Ticket Handling: Automated ticket assignment and communication enhanced accuracy and speed in addressing issues and inclusion for L3 support.
Integrated Asset Management: Seamless asset tracking and management through BarCloud integration ensured better oversight and control.
Better Reporting: Custom dashboards enabled effective tracking of performance metrics and progress, supporting data-driven decision-making.
Enhanced Knowledge Management: Improved knowledge management practices facilitated quicker issue resolution and more effective knowledge sharing.

Results

The ITSM solution implemented for the client successfully replaced the limitations of their previous system, RightNow, with a comprehensive JSM-based solution. By aligning with ITIL 4.0 best practices and incorporating advanced features and integrations, the solution significantly improved the client’s i’s ITSM processes. The result was a more efficient, scalable, and effective ITSM environment that enhanced overall service management and delivery.

CASE STUDIES

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Unified Agile PPM, SDLC, & ITSM with Jira & Ivanti …

wpx_infosysta — Tue, 03 Feb 2026 14:29:14 +0000

Elevating Healthcare Delivery:
Unified Agile PPM, SDLC, and
ITSM with Jira & Ivanti

About The Client

A prominent healthcare organization focused on advancing healthcare excellence, innovation, and research, committed to delivering high-quality services through streamlined operations and collaborative workflows.

Used Tools

Industry

Healthcare IT & Digital

Transformation

Sector

Healthcare

Project Duration

6 months

Location

UAE

Challenges

Manual and fragmented project tracking using Excel and Microsoft Project, leading to delays, errors, and limited scalability.
Disconnected PPM and ITSM systems, causing duplicate data entry, and inconsistent information across teams.
Limited transparency into project status, resource capacity, and risk exposure, hindering proactive decision-making.
Lack of real-time visibility and traceability of tickets, tasks, and workloads across platforms.
Inefficient Agile adoption due to the absence of unified tools for planning, backlog management, user stories, and bug tracking.
Time-consuming, fragmented reporting processes without live, actionable insights for leadership.
Siloed documentation of Agile ceremonies and collaboration notes, making knowledge retention difficult.
Unstructured closure processes lacking sub-task validation and governance controls.
Limited resource optimization, with no centralized system for availability tracking, workload balancing, or capacity planning.

Solutions Provided

Implemented Jira Software with customized Scrum and Kanban boards to manage sprints, tasks, workflows, and backlog prioritization.
Integrated BigPicture for portfolio-level visibility, capacity planning, risk tracking, and Gantt-based schedule management.
Deployed Tempo Timesheets for accurate time tracking, resource allocation, and workload balancing.
Migrated collaboration and documentation workflows into Confluence to centralize knowledge, standardize Agile ceremonies, and enable version-controlled documentation.
Developed real-time dashboards and automated reporting to support data-driven decision-making, enhance transparency, and reduce manual reporting efforts.
Implemented Ivanti–Jira bi-directional integration for seamless synchronization of incidents, service requests, attachments, comments, sub-tasks, and linked issues.
Conducted field, status, and workflow mapping to align Jira and Ivanti processes with the client ’s operational requirements.
Automated task handling and governance controls, including sub-task closure enforcement, SLA data synchronization, and status transitions via APIs.
Integrated group synchronization and cross-platform data sharing through secure, custom API solutions.
Enhanced Jira user interface with tabbed field views and role-specific layouts tailored for analysts, managers, and executives.
Delivered comprehensive training and change management programs to drive Agile adoption and ensure stakeholder alignment.
Established ongoing support and continuous optimization services to maintain system stability, scalability, and alignment with evolving business needs.

Results

This solution has accelerated the client’s digital transformation by connecting siloed systems and standardizing workflows across PPM and ITSM. It enhances collaboration between technical teams and service desks, improves data consistency, and delivers real-time visibility into projects and incidents. As a result, the client benefits from faster resolution times, higher service quality, and more efficient resource utilization, supporting better decision-making and alignment with healthcare best practices.

CASE STUDIES

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Enhancing Enterprise Agility & Service Management …

wpx_infosysta — Tue, 03 Feb 2026 14:20:36 +0000

Enhancing Enterprise Agility
and Service Management with
Atlassian Solutions

Industry

Research & Development

Sector

Government / Advanced Technology

Project Duration

6 months

Location

UAE

Project Requirements

The client engaged Infosysta to design and implement a customized Jira Service Management environment tailored to various departments such as HR, Legal, Finance, Marketing, and Recruitment. Key requirements included:

Creating Jira projects for team-specific needs like recruitment and flight testing
Implementing ITSM best practices for incident handling and SDLC for library development
Restricting contractor access through permission schemes
Building SLAs, automation rules, and advanced reporting (eazyBI)
Integrating third-party tools like travel agencies and Slack for notifications
Designing secure dashboards with team-based visibility
Guiding Jira adoption through training, documentation, and process optimization

About The Client

A globally recognized research organization and part of Abu Dhabi Government. They fosters cutting-edge scientific research and innovation across domains like cryptography and autonomous robotics. The client is committed to creating future-shaping technologies in an agile and collaborative environment.

Used Tools

Challenges

Challenges known in the scope of work

Shared permission schemes risked exposing sensitive data to contractors
Hybrid use of Team-Managed and Company-Managed projects limited configurations
Complex automation needs across diverse teams
Difficulties in designing shared dashboards while preserving team-specific data security
Agile adaptation required for evolving client needs and quick configuration changes

Challenges that were faced during the implementation

Client adoption of Jira request channels, some of Client request were raised directly on Teams via chat, not through a ticket, which made it hard to track sometimes
Direct implementation of requests on production for Travel Request implementation
Team availability for training

Solutions Provided

Automated workflows for issue assignments, status transitions, notifications, and field calculations
Custom Jira workflows for Travel, Legal, Recruitment, and Library SDLC
Centralized service catalog setup for multiple departments
Restricted contractor access using tailored permission schemes
Integrated travel process with third-party agencies via Jira
Simplified UI with dynamic field visibility and add-ons
Secure dashboards using eazyBI with team-based data visibility
Training sessions and full documentation on Confluence
Agile, iterative rollout to support evolving needs with minimal disruption

Results

The project led to reduced manual effort, faster service delivery, and improved collaboration through automation and streamlined workflows. Data security was strengthened, Jira adoption increased, and teams aligned with Agile practices. Custom dashboards enabled better decision-making, and the iterative approach allowed for quick adaptation to evolving needs.

CASE STUDIES

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Achieving Autonomy & Resilience Through …

wpx_infosysta — Tue, 03 Feb 2026 13:58:38 +0000

Achieving Autonomy and Resilience Through Atlassian Migration

About The Client

A government organization focused on enhancing housing services and digital collaboration. To improve IT operations, The client initiated a strategic project to migrate and modernize their Atlassian ecosystem.

Used Tools

Industry

Government /Housing Services

Sector

Public Services

Location

UAE

Challenges

Lack of administrative autonomy due to reliance on a third-party vendor for all system configurations and changes.
Single point of failure caused by a single-node setup, increasing the risk of complete system downtime during outages.
Outdated Jira and Confluence versions, missing critical security patches and performance improvements.
Limited scalability, preventing the system from adapting to growing operational demands or future expansion.
Delays in implementing changes, impacting agility and internal responsiveness.
Increased risk of data loss and compliance issues due to lack of redundancy and modern infrastructure.

Solutions Provided

The implemented solution addressed these challenges through:

Full migration of Jira and Confluence to The client’s private cloud infrastructure.
Deployment of high availability cluster nodes for production environments.
Deployment of a single-node UAT environment to support testing and rollout validation.
Upgrading Jira and Confluence instances to the latest supported LTS releases.
Validation of migrated data and system configurations to ensure operational continuity.

Results

The successful migration and upgrade of the client’s Jira and Confluence Data Center instances represent a significant step toward achieving IT operational maturity and autonomy. By moving away from a vendor-managed model and adopting a robust HA architecture within their private cloud, the client has ensured system availability, performance, and long-term scalability. This transformation empowers the client to respond more rapidly to organizational needs and lays the groundwork for ongoing optimization of their digital collaboration environment.

CASE STUDIES

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Secure & Proactive Atlassian Managed Services

wpx_infosysta — Tue, 03 Feb 2026 13:56:12 +0000

Secure & Proactive Atlassian Managed Services

About The Client

A national research institute established in 2010, operating as a non-profit organization focused on advancing education, science, and innovation to support the transition from a resource-based economy to a knowledge-driven economy.

MS Package

Business Package

Industry

Educational

Sector

Private

Contract Duration

Yearly

Location

Qatar

Project Requirements

The primary objective of this Managed Service Contract is to deliver proactive, reliable, and expert support for the Atlassian tools implemented at the client premises. Ensure the seamless operation of these tools, mitigate potential challenges, and facilitate continuous improvements that align with the evolving business needs.
With Infosysta know how, and the knowledge of the client environment, as they helped in establishing the environment back in 2020, which helps reducing the time to resolution of any incident that comes up

Challenges

Handling security vulnerabilities in a timely manner to avoid data breach
New features or bug fixes that require upgrading Jira and Confluence to latest Long term support
Incidents that affect the end user or the behavior of Atlassian products

Solutions Provided

Notify the client of any Security Vulnerability and take the needed action with an agile deployment of the patch on the UAT environment for testing and production

Schedule sessions for requirement gathering upon request, understand the need and deliver the proper solution for review and acceptance

Provide health checks to the instance periodically to validate the health of the environment

Handle incidents when they arise or proactively when possible

Results

Expand the client’s team with Atlassian experts while avoiding the cost of a full time resource
Be proactive on incidents with the guidance of industry experts
Reduce the needed time to resolve issues and deliver changes by leveraging the know how of the team

CASE STUDIES

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Strategy Collection

tahani sabih — Thu, 29 Jan 2026 10:33:48 +0000

The post Strategy Collection appeared first on Infosysta - Digital Transformation Experts.

Forrester Wave: Enterprise Service Management 2025

tahani sabih — Wed, 21 Jan 2026 10:37:22 +0000

The post Forrester Wave: Enterprise Service Management 2025 appeared first on Infosysta - Digital Transformation Experts.

Q4 Newsletter – 2025

tahani sabih — Wed, 07 Jan 2026 06:29:49 +0000

Welcome To Our

Quarterly Newsletter

January 2026

Every year I am asked to write the closing newsletter, and I thought it would get easier as years passed, but actually it doesn’t and in my opinion, it is a good think.

There are so many things I could talk about, but I am unfortunately limited to around 400words, so I will try to convey our key achievements and proud moments of 2025.

This year was defined by sustained and disciplined growth. In a market that continues to shift rapidly, we chose to grow responsibly, focusing on quality, resilience, and long-term value. Our progress is a direct result of strong engagement with our clients and of course the continued dedication of our people across the region.

A major focus in 2025 was strengthening our delivery capabilities. We invested heavily in our delivery teams, expanding capacity while also raising standards. Beyond hiring, we enhanced our delivery methodologies, governance models, and project frameworks to ensure consistency and predictability across all engagements. We firmly believe our added value comes from our exceptional understanding of our client challenges and our capacity to solve an existing pain point or one that has not yet arose.

In line with the above we created a dedicated Licensing team, designed to provide clearer guidance, faster response times, and more proactive support around licensing, renewals, and optimization. This change allows the rest of the organization to focus fully on value creation, while ensuring clients receive specialized, transparent licensing support.

We are also proud to have successfully renewed our Atlassian Service Management and Cloud specialization. As Cloud adoption accelerates, this milestone ensures that Infosysta remains at the forefront of these changes and warrants that our clients continue to benefit from proven skills, secure architectures, and modern, scalable solutions aligned with Atlassian’s latest standards.

All the above were only made possible thank to the trust of our clients and partners and of course to the dedication and focus of the Stellar Infosysta team.

We enter the new year confident, focused, and excited about what lies ahead, ready to continue building long-term value together.

Warm regards,
Edmond Tehini
Chief Executive Officer
Infosysta

DC end of life & how

Infosysta can help?

Atlassian has officially announced that Data Center products will reach end of life on March 28, 2029, at 23:59 PST. This marks a pivotal moment for all Data Center customers to begin planning their move to the cloud.

How Infosysta Can Help?

At Infosysta, we know this transition requires careful planning and specialized expertise. As an Atlassian Platinum Solution Partner, we have successfully guided organizations across industries through complex migrations—helping them achieve compliance, minimize disruption, and unlock the full value of Atlassian Cloud.

Events Highlights & Strategic Collaborations

Throughout the year, Infosysta continued to strengthen its partnerships and expand its regional presence through a series of impactful events and strategic engagements across Saudi Arabia. From our exclusive GitLab AI-Powered DevSecOps event at Crowne Plaza Digital City in Riyadh—bringing together industry leaders and innovators—to our ongoing participation in STC DevOps Day 2025 and STC Agile Day 2025, we maintained strong collaboration with STC, marking nearly a decade of joint achievements.

We also had the opportunity to meet with the Atlassian team in the Kingdom, engaging in productive discussions that supported deeper alignment and new avenues for collaboration with our clients and partners.

Collectively, these engagements highlight Infosysta’s commitment to supporting organizations with future-ready solutions, high-performance practices, and sustained strategic value.

We’re excited to announce our new podcast series, where the conversation continues!

STAY TUNED!

Accelerate

Agile at Scale

with Confidence!

At Infosysta, our accredited team of experts in Enterprise Strategy & Planning, certified across both Sales and Technical Delivery, is ready to guide your Agile transformation.

Whether you’re scaling Agile across teams or aligning business strategy, we’re here to help.

Sparking Synergy: Our Team Social

Building a high-performing team requires a foundation of trust and open communication. That’s why we prioritize regular company gatherings—to step back from the day-to-day operations and reconnect with our shared mission.

These events provide a valuable opportunity for cross-departmental networking and ensure that every team member feels seen, heard, and integrated into our professional culture.

The post Q4 Newsletter – 2025 appeared first on Infosysta - Digital Transformation Experts.

Q3 Newsletter – 2025

tahani sabih — Wed, 01 Oct 2025 13:35:27 +0000

Infosysta Newsletter Q3 - 2025

Welcome to Our Quarterly
Newsletter

Atlassian has officially announced that Data Center products will reach end of life on March 28, 2029, at 23:59 PST.

This marks a pivotal moment for all Data Center customers to begin planning their move to the cloud.

The benefits of Atlassian Cloud are clear:

75% of enterprises and regulated organizations already have a footprint in the cloud.
99% of Atlassian customers are using or actively moving to Cloud.
Customers report up to 300% ROI through consolidation and efficiency gains.
Teams deliver value up to 80% faster, accelerating project outcomes.

Atlassian Cloud for Public Sector

Public sector organizations worldwide are under increasing pressure to modernize while safeguarding sensitive data and meeting strict compliance requirements. That’s why Atlassian Cloud, in partnership with AWS, is designed with compliance and security at its core. With robust frameworks and standards in place, agencies can move to the cloud with confidence, knowing their operations remain secure and compliant

This intelligent chatbot supports your employees anytime, anywhere, answering common HR questions like leave balances, payslip dates, and policy details — instantly and automatically.

Reduces up to 70% of repetitive HR requests
Increases employee satisfaction by 30%
Supports onboarding, internal campaigns, and more
Fully customizable, multilingual, and secure

Whether it’s about remote work, benefits, or internal procedures, HR Ally integrates seamlessly with your existing tools — no training needed.

Empower your HR team to focus on what really matters.

Infosysta Scales Up in Qatar with BD Lead

Infosysta, Qatar’s trusted Atlassian Platinum Partner, has delivered 400+ projects to drive digital transformation and agile success. We’re excited to welcome Adel Khouzami as our new Business Development Manager, bringing 10+ years of expertise to build impactful partnerships and deliver tailored solutions.

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Atlassian Cloud for Public Sector

tahani sabih — Mon, 29 Sep 2025 09:52:12 +0000

The post Atlassian Cloud for Public Sector appeared first on Infosysta - Digital Transformation Experts.

Infosysta – Digital Transformation Experts

Streamlined & Scalable ITSM Powered by Jira Service …

Streamlined & Scalable ITSM Powered by Jira Service Management

Project Requirements

About The Client

Used Tools

Challenges

Solutions Provided

Results

CASE STUDIES

Trusted by Market Leaders

Unified Agile PPM, SDLC, & ITSM with Jira & Ivanti …

Elevating Healthcare Delivery: Unified Agile PPM, SDLC, and ITSM with Jira & Ivanti

About The Client

Used Tools

Challenges

Solutions Provided

Results

CASE STUDIES

Trusted by Market Leaders

Enhancing Enterprise Agility & Service Management …

Enhancing Enterprise Agility and Service Management with Atlassian Solutions

Project Requirements

About The Client

Used Tools

Challenges

Challenges known in the scope of work

Challenges that were faced during the implementation

Solutions Provided

Results

CASE STUDIES

Trusted by Market Leaders

Achieving Autonomy & Resilience Through …

Achieving Autonomy and Resilience Through Atlassian Migration

About The Client

Used Tools

Challenges

Solutions Provided

Results

CASE STUDIES

Trusted by Market Leaders

Secure & Proactive Atlassian Managed Services

Secure & Proactive Atlassian Managed Services

About The Client

MS Package

Business Package

Project Requirements

Challenges

Solutions Provided

Results

CASE STUDIES

Trusted by Market Leaders

Strategy Collection

Forrester Wave: Enterprise Service Management 2025

Q4 Newsletter – 2025

Newsletter

Quarterly Newsletter

January 2026

Accelerate

Agile at Scale

Sparking Synergy: Our Team Social ​

Q3 Newsletter – 2025

Infosysta Newsletter Q3 - 2025

Welcome to Our Quarterly Newsletter

Atlassian Cloud for Public Sector​

Empower your HR team to focus on what really matters.

Infosysta Scales Up in Qatar with BD Lead

Atlassian Cloud for Public Sector

Streamlined & Scalable ITSM
Powered by Jira Service
Management

Elevating Healthcare Delivery:
Unified Agile PPM, SDLC, and
ITSM with Jira & Ivanti

Enhancing Enterprise Agility
and Service Management with
Atlassian Solutions

Sparking Synergy: Our Team Social

Welcome to Our Quarterly
Newsletter

Atlassian Cloud for Public Sector