Building a smart ticket platform: BiPlus elevates enterprises with ITSM Automation

A leading telecommunications provider in Peru, part of a major global telecom group, is renowned for delivering high-quality, accessible, and affordable network services to millions of customers nationwide. As part of a large-scale education initiative, the operator deployed over 2,000 devices across 5,000 schools to improve digital access to learning. With such a large and widely distributed infrastructure, the organization needed a dependable way to capture, track, and resolve technical issues every day.

To further enhance service quality and operational efficiency, the telecom operator partnered with BiPlus to modernize its IT service management. In this project, BiPlus developed a custom software solution to automatically classify and route service requests from education-sector clients in Peru, specifically those related to network services. This initiative, combined with the seamless implementation of Jira Service Management, enabled the organization to deliver faster, more accurate support and maintain its commitment to exceptional customer experience.

The challenge: Overcoming fragmented IT operations while meeting deep automation demands

Before adopting the new solution, the telecom operator faced a series of critical challenges that directly impacted service quality and operational efficiency:

• Fragmented and manual processes: Their IT processes were fragmented and heavily manual, leading to slow ticket handling, minimal visibility into assets and incident history, delayed responses to system alerts, and difficulties producing real-time reports.
• Lack of a modern, centralized platform: Without a modern, centralized, cloud-based platform, the team lacked the automation, transparency, and scalability needed to manage thousands of devices spread across the country.
• Integration and automation limitations: Legacy systems also prevented seamless integration or automatic conversion of alerts into tickets, limiting client's ability to react quickly.

During the project, BiPlus also encountered significant challenges:

• Automation constraints: The number of workflows requiring automation was extensive, while the platform's automation limits required careful prioritization. BiPlus had to determine which processes truly needed end-to-end automation and which could remain semi-automated to ensure feasibility and meet timelines
• High customer expectations: The client had high expectations around automation depth, integration capabilities, reporting, and compliance, requiring BiPlus to clearly define the achievable scope and provide well-reasoned alternatives where needed.

The complete IT solution for real-time monitoring and seamless service management

• Jira Service Management (JSM) Cloud as the core of the entire operational system: JSM acts as the central command center, where every request and incident is created, tracked, and resolved through a clear and standardized workflow, solving the company's long-standing issues with fragmented communication and slow response times.
• Intuitive Service Portal allows employees and customers to submit requests just like filling out a quick online form, ensuring complete information and reducing back-and-forth.
• Powerful CMDB was added to give the client full visibility over all devices and assets deployed across thousands of schools, allowing every ticket to be linked to the exact asset involved, improving root-cause analysis and lifecycle management.
• Real-time Monitoring Tools (Icinga2) are connected with our client's system to detect issues automatically. When a device goes offline or a system encounters an error, these alerts flow directly into JSM.
• Automated operation module let each alert be instantly converted into a ticket with no human intervention, ensuring faster response and zero missed incidents even during peak workloads.
• Visual dashboards and reports give managers a clear view of performance, SLAs, trending issues, and service quality across all regions, empowering them to make quick, data-driven decisions.

Together, these components form a scalable, efficient, and truly connected IT service and asset management ecosystem. The solution not only streamlines their daily operations but also ensures faster issue resolution, stronger control over thousands of assets, and a more reliable service experience for over 5,000 schools nationwide.

Customizing IT process to turn requests and incidents into instant action

1. Automated Response Flow: Incident Management

This flow focuses on eliminating downtime by fully automating ticket creation whenever a system issue occurs.

• Issue Detection: Icinga2 continuously scans the system and detects technical incidents (e.g., server overload, service outage).
• Alert Triggering: As soon as an issue is detected, the monitoring tool sends an alert directly to the Operation module in JSM.
• Instant Ticket Creation: The Operation module automatically converts the alert into a structured, categorized ticket and routes it to the correct team's ticket queue.
• Real-Time Response: Service Agents receive real-time notifications (via ChatOps integrations like Slack or Teams), allowing them to start working immediately, with no manual ticket creation required.

2. Service Request Flow: Handling User Requests

This flow provides end users with a simple and unified communication channel for all service-related needs.

• Omni-Channel Submission: End users can submit service requests (e.g., account creation, device requests) through the Service Portal, email, or other integrated channels.
• Ticket Creation & Routing: JSM automatically creates the ticket, applies SLA rules, categorizes it, and routes it to the correct team's queue.
• CMDB Context Support: During processing, Service Agents can link the ticket to relevant assets in the CMDB to view history, configuration details, and dependencies.
• Resolution & Analytics: After resolution, all ticket data is pushed to the reporting module for performance tracking, average resolution time, and SLA compliance monitoring.

Delivering efficient results to the enterprise's ITSM in just 2 weeks

• Unified, cloud-based ticketing system deployed across the company's nationwide operations
• Significant reduction in incident response and resolution times
• Enhanced transparency and control over IT assets, incidents, and service processes
• Real-time and customizable reporting for data-driven decision making.
• Improved compliance and security posture, meeting international standards
• High user satisfaction and operational efficiency gains
• Reliable technical support with clear SLAs, ensuring business continuity

Through its end-to-end implementation of a unified, cloud-based IT service and asset management platform, BiPlus has delivered measurable, organization-wide impact for client. By modernizing their ticketing ecosystem and standardizing processes across all nationwide operations, BiPlus enabled faster incident handling, clearer asset visibility, and stronger operational control.

Partner for success in the IT Service Management journey

The transformation has empowered our client's IT teams to work with greater speed, accuracy, and transparency, while giving leadership real-time insights to make informed, data-driven decisions. As a result, they now operate with improved compliance, higher service quality, and a significantly more resilient IT infrastructure that supports business continuity at scale.

If you're ready to elevate your IT operations, BiPlus is here to help you streamline processes, strengthen control, and unlock performance at scale.\
Let's build a modern, data-driven IT ecosystem tailored to your business needs.