Implementation of ITIL Processes

Request recording system

We have created a system for recording and approving claims, discount requests and other customer requirements for a major international haulier.

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Project duration

6/2018 - present

Team size

2 people

Technology used

Atlassian Jira Core, Jira SErvice Desk and ScriptRunner


Customer requirement

The existing system of recording and approving customer requests needed to be replaced as soon as possible. Therefore, it was essential to implement new processes in a very short time and to respond flexibly to customer requirements. The customer approached us because of our experience in implementing Service Desk requirements on which business process implementation was based and which we commonly use in ITIL implementations.


Our solution provides a clear record of when and who approved specific requests. Thanks to that we managed to eliminate the confusing e-mail communication. The system is used primarily by the client’s sales teams and their managers. The first step of the project was to quickly replace the existing discount approval process. In a very short time, we introduced a basic version of the system that allowed users to enjoy the most important features. We started to implement other parts only after the main requirement was met. Even after completion of the system we are still working on the project and adding new features. For example, we implemented other approval processes across the teams according to client requirements.

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