The mission: objectives, issues and results
EDF ENR is a subsidiary of the EDF Group, specializing in the installation of solar panels for individuals and professionals. In 2021, EDF ENR has chosen to be IT independent from the EDF Group.
At that time, ITSM requests and incidents were managed in EasyVista. As the tool no longer met the requirements, EDF ENR decided to replace this solution with Jira Service Management Data Center.
Challenges
With a growth in workforce of +25% / year, the target solution had to be scalable and flexible. At the same time, as users often work from outside the construction sites, the application had to be easy to use from a mobile device (adapted UX/UI).
Our actions
The first step of the project was to deploy a very simple portal and back-office to help EDF ENR finalize its carve-out. We migrated the open tickets from EasyVista to JSM to ensure continuity of service.
Regarding the service catalog, we have implemented Atlassian's Insight product as a repository.
Afterwards, we integrated JSM with Azure AD to implement SSO, user provisioning, and we retrieved the LDAP attributes directly from JSM.
We also implemented the integration between SCCM and Insight, the CMDB used by EDF ENR, to link JSM tickets with the customer portal. This way, users were able to identify hardware and software impacts on each incident or service request, and establish reports.
Results obtained
This first project was very well received by users and the IT team. EDF ENR chose to continue the deployment of JSM. Today, it has become the central tool between the end users and the support, IT and business teams.
We are still supporting EDF ENR on the creation of dedicated JSM projects for personnel management, work safety, construction aspects, etc...