EG logo desktop
EG logo desktop
testBgImageEG
testBgImageEG

quote iconImproved employee experience, streamlined IT operations, and enhanced internal technology investments

kiwi white logo
KiwiRail is a State Owned Enterprise that moves around 25% of New Zealand’s exports, transports more than one million tourists and helps enable 34 million commuter journeys a year.

1000+

Hours Saved

20,000+

Daily Automations

850+ Issues

Automatically Resolved

INDUSTRY

Transport

LOCATION

HQ Auckland, NZ

COMPANY SIZE

4000+

ATLASSIAN USERS

1,000+

EG PRODUCTS

Capability & Tooling

Capability & Tooling Roadmap

Solution Design

Solution Design

Product Assessment & Deployment

Product Assessment & Deployment

User Management & Access

User Management & Access

Licensing Management

Licensing Management

managed support services

Managed Services & Support

APPS

Jira Service Management icon

Jira Service Management

Jira Work Management icon

Jira Work Management

Confluence icon

Confluence

Bitbucket icon

Bitbucket

JSM deployment and AI integration for one of NZ’s largest employers

Project Overview

KiwiRail aimed to implement an in-house Service Management platform for New Zealand's first AI-driven internal customer service capability. The existing ITSM tool, ServiceNow, proved expensive and inflexible, leading to overwhelmed service desk and dissatisfied employees. The need for managing a growing volume of requests while maintaining excellent service prompted the search for a solution.

Tool Selection

After extensive research, KiwiRail chose Jira Service Management (JSM) as their Enterprise Service Management tool. Elegance Group, recommended by Atlassian, became the implementation partner. Additionally, Moveworks was selected as the conversational AI platform.

Implementation Challenges and Solutions

The implementation involved deploying JSM, integrating the Moveworks bot, and migrating data from ServiceNow. Notable considerations included designing JSM to accommodate the Moveworks bot, breaking down request types, and shaping the Service and Asset catalogue.

Automation flows, JSM workflow, and schema designs were crucial for bot interaction, enabling partial or zero human input. The cutover from ServiceNow to JSM was seamless, migrating over 5,000 tickets with approvals and attachments intact.

Achievements

In the first month post-launch, KiwiRail observed significant results:

  • ~1000 hours of increased employee productivity.
  • Over 850 issues automatically resolved.
  • Over 325 issues accelerated for human intervention.
  • Up to 20,000 automation executions per day.

Vendor Collaboration

Managing multiple vendors, including Spark New Zealand and NTT, added complexity. Clear, transparent, and consistent communication became essential. Integrating Moveworks AI with JSM required collaboration and learning on-the-go.

Change Management

Transitioning from ServiceNow to JSM and implementing AI posed a change management challenge. Adapting to new processes and understanding AI technology required effort from staff and stakeholders.

Positive Outcomes

The KiwiRail JSM launch on March 14th received overwhelmingly positive feedback from internal and business stakeholders. Improved employee experience, streamlined IT operations, and enhanced internal technology investments were noted.

Ongoing Relationship and Future Projects

Elegance Group continues to work with KiwiRail on subsequent projects across the Atlassian stack, developing assets for the IT division, migrating knowledge bases, and optimizing native Jira functionality. The goal is to make JSM the primary tool for storing and serving asset information, reducing third-party app expenses.

In conclusion, the successful deployment and AI integration have significantly improved KiwiRail's internal service capabilities, fostering innovation and efficiency within the organization.

Platinum S P
ITSMCloud Specialized White 2
FacebookLinkedinYoutube

Reach Us

With a global team, and a wealth of knowledge & experience, we are here to ensure you get the most our of your investment in Atlassian software.
CONTACT US

Reach Us

With a global team, and a wealth of knowledge & experience, we are here to ensure you get the most our of your investment in Atlassian software.
CONTACT US

Subscribe

Stay on top! Receive our video updates, tips and guides to get the most out of your investment in Atlassian software.
SUBSCRIBE
Copyright © 2021. All rights reserved