IT Service Management (ITSM) Platform Design

Client: Al Jazeera

The project: Al Jazeera Media Network wanted to migrate to Jira Service Desk from its existing ServiceNow ITSM platform. They wanted someone to design the new platform using Atlassian libraries while offering more intuitive and efficient solutions.

Goal: The current legacy ServiceNow platform was everything against UX standards and proved difficult to use unless the users were familiar with it. The goal was to design something intuitive and follow UX best practices.

What I did:
→ Data gathering and stakeholder interviews.
→ Current work process documentation.
→ Workshop facilitation skills.
→ Information architecture.
→ Problem identification, verification, and solution proposal validation.
→ High fidelity wireframes as the final outcome.

Results:
→ New ITSM platform was much more intuitive and efficient, as claimed by Al Jazeera's internal users.
→ All the unwanted clutter was removed that accumulated over the years, making the design cleaner and fresh.
→ In the new platform, information was very easy to find.
→ The new platform is designed to cut down the need for manual interactions.

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