Some of Our 200+ Projects. Sharing our best practices and experience

The talks about applying ITSM guidelines in non-IT businesses begun a long ago. Throughout those years ITSM evangelists and pioneers of ITSM-outside-IT have discussed the process and capabilities of such migration, almost unanimously endorsing it as a great effectivity booster and costs-cutter. Still ITSM and ITIL haven’t become common for the non-IT sphere. According to […]

Recently one of Polontech’s long-term customers asked our team to configure a custom notification scheme for the solution we developed for him earlier. No default notification solution in JIRA notification was suitable for this task, so we studied the selection of plugins for notification and not just that at Atlassian Marketplace. Jira Notifications Plugin The […]

Company: Konvertus Background: Konvertus is a flourishing publishing house. They wanted to improve user and especially author experience by allowing customers to track the path of their writings from editorship to a printed version. Solution: Konvertus has been using JIRA for running processes for quite a long time, so basically, what they required was an another […]

Client: Dr. Computer Company Background: Dr. Computer is a growing IT-company that started experiencing customer fulfillment level issues due to the sub-par Service Desk. They needed a well-thought and sophisticated customer support system. Solution: Having studied Dr. Computer’s working environment, we concluded that the problem lied in the insufficient service desk operations support (or Request […]

Client: GEC Computer Systems Background: Company GEC Computer Systems had been working in Kayako for many years, but recently realized they needed a more flexible and scalable instrument for their Service Desk, so they decided to migrate to JIRA. Challenge: To migrate a huge database – 250 tables with data in CSV format and more […]

Client: Sellox (the Netherlands), a corporate info-security and customer data storage provider Challenge: Consultation on the optimal Service Desk solution that would improve the performance of customer service. Solution: Polontech experts proposed JIRA Service Desk and conducted a range of team onboarding and training consultations. Hans van Griethuysen, CEO Sellox B. V.: “We faced a […]

Challenge Bridge Systems came to us with a typical challenge that faces almost any software company. There’s a lot to track and manage as they interact with many external vendors and clients on the one hand and have many projects in production on the other hand. Everything should be visible, transparent, predictable and well-managed for […]

Service Desk process from scratch with complete automation in less than a week? Possible when ITIL Practitioner approach (by Axelos) is combined with an excellent product. Polontech team and Atlassian JIRA Service Desk were the perfect combination in this case. Challenge A young virtual (cloud) hosting provider from Switzerland focusing on corporate sector experienced changes […]

Challenge Eda Technologies had in mind developing a system that would allow managing big remote teams by analyzing online activities of the user. This comprehensive solution would help to increase transparency and work efficiency. Solution We created a client-server solution functioning as intellectual analysis and reports system. The application tracks user activity including random screenshots, keyboard […]

Challenge Creating a simple ITIL-based solution for Service Desk automation that could help a limited number of agents process customer issues and react immediately with an adequate response with the aim to deliver outstanding customers support service. Solution We started with ITIL consulting, analyzing and improving help desk processes. Then we created a simple analog of […]