Samsung

Ariel Partners partnered with Samsung to streamline and modernize their global IT service operations by transitioning from Jira Software to a purpose-built Jira Service Management (JSM) solution. Samsung had previously used Jira Software to handle service requests, incidents, and change approvals—an approach that resulted in delays, backlogs, and missed escalations due to the lack of service-oriented functionality. Ariel led a comprehensive migration effort that involved reconfiguring selected Jira projects into JSM environments with minimal downtime, while introducing a centralized customer portal that allowed users to submit requests without a Jira license—significantly reducing licensing costs.

To ensure timely resolution and prevent service disruptions, Ariel configured automated SLAs and escalation protocols, and set up smart routing rules that directed tickets to the appropriate teams and approvers. The project also included the integration of Atlassian Confluence as a self-service knowledge base, empowering users to find answers and resolve issues independently, which reduced ticket volume. In addition, Ariel integrated JSM with Samsung’s existing BMC RemedyForce platform, ensuring seamless continuity across systems while enhancing overall service delivery. The result was a dramatic improvement in operational efficiency, customer satisfaction, and responsiveness across Samsung’s vast IT landscape.