Having service requests clock up in an organisation as big and broad as the CSIRO doesn\u2019t bode well for any business. That\u2019s why deputy CIO, Euan Sangster, needed a new tool that would help service delivery employees keep on top of it all. Sangster deployed the JIRA Service Desk from Atlassian mid-2014 on top of the software company\u2019s geo-service tools so that service delivery staff could process transactions and invoices efficiently and be compliant with CSIRO\u2019s vendors. The organisation has 10 service desks for different lines of business, with 110,000 transactions going through procurement a year. \u201cThe ability to be able to track where requests or incidents are up to is vital for our business. We\u2019ve had positive feedback both from the transactional [service] staff using them and their clients [lines of business] as well,\u201d Sangster said. The old process for service delivery was email-based, meaning managing several tasks simultaneously looked messy, and things quickly became complicated and slow. Having clear visibility over the progress of tasks is key to running an efficient service delivery desk, Sangster said. \u201cThe team is using the tool to conduct work and get good visuals of where things are at. If something is stalling in one of their workflows, you can see it and identify it. It allows a manager to take action and reallocate to other staff members,\u201d he said. \u201cWe want to turn around requests quickly, as response times are very important to us. The speed of delivery has been greatly increased. The transaction service centre managers also have better visibility of what\u2019s happening and categorise calls appropriately.\u201d Since deploying the service desk, service delivery times have reduced by a factor of four, pushing overall productivity up a couple of notches, Sangster said. \u201cIt\u2019s also really easy to use software; it\u2019s not complicated. It lets you log a request really quickly,\u201d he commented. \u201cAnd with the ease to configure, we\u2019ve actually configured it to each of the service centres\u2019 own requirements.\u201dThe service desk was deployed for each centre\u2019s specific needs, without having to input a lot of effort to make this work. Using an Agile approach, Sangster built a repeatable process that enabled him to complete the rollout of the service desk for each centre in eight weeks. \u201cThe service desk tool allows us to have a fit-for-purpose solution for the lower level service areas without customisation, without a lot of effort, in a real quick and cost-effective model.\u201d The total cost of the service desk, including deployment and licensing, was in the $130,000 to $140,000 range. Sangster said this cost was worked out to be much lower in the long run than if he had of kept the previous service delivery tool. \u201cIf we used our former service delivery tool and were to get the service centres onto that, we knew it was going to be a cost factor of five or six times more,\u201d he said. Sangster now plans to implement tools for other service delivery needs in the organisation and is currently looking at Microsoft Dynamics. The intention is to move away from individual development solutions and onto a central platform. \u201cWhat we\u2019ve realised over the time\u2026 is that platforms are the way to go rather than individual development solutions,\u201d he said. \u201cWe\u2019ve really been focusing on upgrading all our platforms and moving retiring internally built systems onto the platforms. We are seeing a gain there, both from our time to deliver and maintainability of it.\u201dBrendan Dalton was appointed to the CIO role at CSIRO in July. ProblemAd hoc service delivery processes at the CSIRO had turned line-of-business support into a complex, fraught issue Solution Deploying Atlassian\u2019s service desk platform through an Agile approach has allowed IT teams to keep on top of service requests more easily as well as provide transparency around workloads.