Who it’s for
Organisations whose internal services still run on shared mailboxes and hallway requests — or whose IT desk works well and other departments want the same. Typical trigger: HR drowning in onboarding emails, Finance chasing invoice approvals, a management push to measure internal service quality, or an existing JSM that could serve far more than IT.
The problem
“Every department has its own way of receiving requests — mailboxes, spreadsheets, chat messages. Nothing is tracked, nobody knows what’s pending, and the same question gets asked five times. IT has a ticket system that works; why does everything else still run on email?”
What we deliver
- A service platform on Jira Service Management covering the departments you choose: request types, approval workflows, SLAs, and a self-service portal your employees actually use.
- Business workflows built in, not bolted on — from employee onboarding to multi-level invoice approval with sign-off rules, multi-currency handling, and restricted visibility for sensitive requests.
- Integrations where your teams live: email, Slack/Teams, monitoring systems, and the rest of your estate via REST APIs.
- Reporting per service: volumes, resolution times, SLA performance — the numbers that turn internal services from a black box into something you can manage.
- Agent onboarding and training, so the platform scales beyond the pilot departments.
How it works
- Service mapping: which departments, which request types, which approvals.
- MVP first: one or two high-volume services, properly designed, live fast.
- Real usage, measured; workflows tuned with the teams who handle the requests.
- Extension service by service, with training for each new agent group.
- Run: managed services & support, or handover to your admins.
Engagement
Scoped case by case: our clients range from local SMEs to Fortune 500 groups, and the same service scales accordingly. We quote after a first scoping conversation — a fixed price list would not be honest at that range. Where risk is high, we start with a bounded pilot.
Why Digilac
- Delivered across every scale: a governmental service desk of ~700 agents, a change-management platform spanning 33 departments for a luxury watchmaker, supplier-invoice approval workflows handling ~3,100 invoices a year for an aerospace company, and a trilingual customer-service portal that managed 15,000+ requests in 2 years.
- We start with a defined MVP and grow it in an agile way — the approach our reference clients confirm as the reason it stuck.
- Natural path to the next step: once the processes are structured, AI can take over the repetitive share.