Structured intake
Plain-language request types collect identity, business context, equipment, urgency and approval information while keeping customer-facing comments separate from internal investigation notes.
IT service management case study
Jira Service Management Simulation
A fictional internal service desk designed to show structured intake, investigation, approvals, SLA monitoring, automation, knowledge management and reporting as one traceable support story.
View repository
- Evidence
- 12-slide case study
- Scenario
- Fictional organisation
- Repository
- Public
Overview / 01
What the project demonstrates
Kestrel Ridge is a fictional organisation whose employees need clear paths for account access, software, devices, onboarding and business-application support. The simulation uses structured forms and portal groups to collect useful information before an agent begins work.
The case study follows requests through investigation, internal communication, approval, queue monitoring, resolution automation, knowledge articles and reports. It also states the simulation limits clearly so the evidence is not presented as a live production service desk.
Thinking / 02
Decisions behind the work
Governed support work
Approval-aware requests, priority, SLA queues and audit history make it possible to see what is waiting, what breached and why a resolution was recorded.
Reusable support knowledge
Knowledge articles and reporting turn recurring issues into guidance and make service-desk mechanics visible without relying on customer satisfaction claims that were never collected.
Evidence / 03
Skills and capabilities
- New-employee onboarding request
- Access, hardware and software pathways
- Approval-aware workflows
- Jira Service Management
- Workflows
- SLAs
- Automation
This is a fictional portfolio simulation. It does not represent a live identity provider, software catalogue, asset database, production customer base or real customer satisfaction dataset.