Fremtind Service is Norway’s largest issuer of AutoPASS toll tags. The company collects over eight billion NOK in tolls each year, from more than 1.9 million vehicles. When the company needed a better overview of dependencies across its own systems, Computas helped them improve the organization’s case management and information flow.

Fremtind Service contacted Computas because they wanted to get a better overview of the company’s systems, suppliers, and dependencies. The company receives data from many different systems that they do not operate themselves, which are also spread across the country. If errors occurred that led to downtime for the systems, the company lacked the overview they needed to track down the error and unravel the problem.

“It was worth its weight in gold to have Computas on the team, because they quickly got us started with a solution that, after a short time, had already streamlined our case management,” says Jonas Steen, Head of Quality at Fremtind Service, adding:

“Now we have more efficient error reporting. It has become much easier to find out where problems lie and who is the right troubleshooter. In addition, we have cut out a lot of unnecessary communication”. 

New Service Desk in Jira Service Management

In order for the Computas team to be able to help Fremtind Service, at the start of the project it was prioritized to get an overview of the organization. It was particularly important to find out which systems and suppliers are dependent on each other. The project was therefore initiated with two workshops, which mapped the challenges Fremtind Service wanted to address.

“When we got to know the organization better, it became clear that Jira Service Management would be the right solution for Fremtind Service,” says Thor Henrik Heie, consultant at Computas.

He has been part of the Computas team that has assisted Fremtind Services in setting up an internal service desk to handle incidents on internal and external systems. As part of the solution, a knowledge base has also been set up in Confluence, which makes it easier to link the correct internal documentation to Fremtind’s cases. In addition, the Computas team set up a database with an overview of systems, suppliers, processes, releases, and service components.

Agile and Efficient Delivery 

Computas has extensive experience with the implementation of Service Management solutions, which meant that Fremtind Service quickly got on board with Jira Service Management. Throughout the project, the Computas team has had close dialogue with the customer to ensure that Fremtind Service has received value from the very beginning.

This approach ensures that customers get value from what has been delivered all along, in case they suddenly have to interrupt. Fremtind Service has been able to test drive the solutions that were delivered along the way and assess whether they want to build further on the project. According to Steen, it was valuable to have an experienced partner on the team during the implementation:

“We are happy that we entered into a collaboration with Computas to get this up and running. The Atlassian landscape turned out to be more complex than we initially thought, and it has been nice to have someone with expertise and experience in Atlassian involved,” says Steen, adding:

“Computas has a best-practice approach to Atlassian and they have good competence in the field. At the same time, they have had an ability to understand our challenges and come up with good solutions on how we can approach Jira and Atlassian as a platform.”