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Creating Mature ITSM at Growing A/V Manufacturer Biamp


To grow within the rapidly evolving electric vehicle industry, Xos, Inc., a California-based fleet services provider and original equipment manufacturer of Class 5 through Class 8 battery-electric vehicles, relies on efficient internal operations to manage the multiple complex parts of its business.

At growing companies, functional technology is essential to support efficient ITSM processes. But when growth is quick, organizations often struggle to uplevel processes and tools simultaneously.

With just over 600 employees, Oregon-based manufacturer Biamp is on a growth trajectory—but their legacy ITSM system and low-maturity processes were holding them back from efficient, effective service delivery. The business needed to upgrade tools and processes at the same time, plus ensure a quick turnaround, so that the team could continue to increase headcount and expand operations.

With flexible features built to streamline the employee experience and save time, Jira Service Management (JSM)’s scalability and automation options proved to be the ideal choice for a new platform. An implementation led by Contegix experts helped Biamp achieve ITSM maturity and a service management platform update at the same time. Ben West, IT Services and Support Manager at Biamp, says that their partnership with Contegix helped them complete the implementation in record time, under budget, and with great results for their service team: “by go-live,” he said, “we were a thousand percent better than where we started.”


Transforming ITSM with Jira Service Management


Customers rely on Biamp to provide the audiovisual equipment they need to do their best work, whether in home offices or large auditoriums. Because the manufacturer offers a wide range of products, their IT team needed to offer more efficient service delivery to the rest of the organization, so that all of Biamp’s employees could offer better value to customers.


But ill-defined processes resulted in loose, disorganized task flows, and the lack of visibility to service recipients created frustration for staff and service agents alike. Their existing ticketing system was designed for much smaller operations, without the scalability and automation capabilities required to support Biamp’s evolving needs. The company needed a service management platform designed to support agile, mature processes and efficient service delivery across an increasingly complex, growing company.


“We needed a tool to support up-to-date processes, rather than processes that fit our outdated tool,” West shared. JSM offered the automation features, flexibility, and transparency that Biamp needed—and Contegix stood out as an ideal external partner to roll out the new platform.


Experienced Staff, Efficient Results


Contegix completed the entire implementation in 2 months, providing Biamp with a level of expertise and technical knowledge that exceeded expectations. The team’s Atlassian experience and technical background allowed Contegix to stand up JSM and develop the maturity of Biamp’s ITSM processes at the same time, ensuring that the tool and processes worked to support one another. By providing hands-on training, demonstrating flexibility in working across time zones, and offering both technical support in tool configuration as well as consulting expertise on ITSM practices and processes, Contegix staff provided concierge-level support to the Biamp team.

As a result of the new ITSM processes and platform, Biamp’s IT service agents can now move quickly to meet employees’ needs. West says the onboarding process became well-defined, with increased visibility for business stakeholders. The new self-service capabilities allowed users to track the status of their requests easily, offering a much better user experience and increased satisfaction.

In the future, Biamp will work with Contegix to onboard problem and change management, as well as dive deeper into CMDB and asset-related work. For now, though, West couldn’t be happier with their current return on investment: “I can’t say enough good things,” he shared.


Learn how Contegix can help your organization implement a scalable and flexible approach to ITSM. Contact us today! 


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