Petrol: An Enterprise Service Management Platform Built From the Ground Up
Atlassian
Utilities
- ITSM Process Design and Standardisation
- Jira Service Management Implementation on Jira Data Center
- Enterprise System Integration
- Two-Way Data Synchronisation
- Administrator and End-User Training
6 months
from discovery to live platform
5 ITSM practices
incident, request, change, problem, knowledge
Two-way integration
data synchronised with enterprise systems
Petrol needed a single service management platform for its IT organisation, running separately from its existing Jira environment. Over six months, Koios designed and delivered a complete Jira Service Management solution on a dedicated Jira Data Center instance — standardised ITSM processes, connected to the enterprise systems Petrol’s teams already use every day.
Petrol’s service management was spread across business units, subsidiaries and IT teams that each worked in their own way. The same request could follow a different path depending on who received it, which made service levels hard to measure and improvements hard to apply consistently.
The new platform had to run on its own Jira Data Center instance, kept separate from the existing Jira environment, without duplicating administration effort. It also had to fit into a wider system landscape: internal applications and external databases held the data that service teams needed, so the platform could not stand alone. And because it replaced established habits, adoption depended as much on agreement about process as on the technology.
The work started with discovery workshops across the business units and IT teams to map how requests were actually being handled, rather than how they were supposed to be. That produced a single agreed set of ITSM processes for everyone to use — the prerequisite for any of the configuration that followed.
On that basis, Koios implemented Incident, Service Request, Change, Problem and Knowledge Management, configuring request types, workflows, SLAs, queues, portals, permissions and notifications across them. Advanced automation and custom workflows were built using Jira Data Center capabilities, and training was delivered for both administrators and end users.
Integration was the part that made the platform useful rather than merely operational. Koios connected Jira Service Management to Petrol’s enterprise applications through REST APIs, direct database access and custom scripts, and set up two-way data synchronisation between JSM and those external systems so information stays consistent wherever it is read. Instead of asking agents to look up data in another application, the relevant information arrives in the ticket — and changes made in JSM are reflected back in the connected systems.
- One platform A fully operational enterprise Jira Service Management environment is live and in daily use across the organisation.
- One way of working ITSM processes are now standardised across multiple departments and business units, so the same request follows the same path regardless of who receives it.
- Less manual work Automation and integrations remove repeated steps and manual data entry, and data moves between JSM and Petrol’s enterprise applications without intervention.
- Clear service levels Teams share a single view of service delivery, with better visibility of open work and measurable SLA compliance.
- Room to scale The platform is built to scale, so new teams and services can be added as the business grows.
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