Invicti Security · Internal services
Service Desk Portal
Creating one Jira Service Management entry point for requests from 300+ employees.
Context
The project
Internal requests reached departments through separate channels, making ownership and tracking harder. At Invicti, the portal was intended to bring IT, RFx, and product requests into a shared service desk for more than 300 employees across at least eight departments.
Product perspective
The problem behind the pages
The first decision in a service desk is often where to ask. A clear entry point and request types help employees get to the right team, while ticket reporting lets the organization see the demand it is handling.
My role
What I brought together
I designed and created the Jira Service Management portal and its request tickets from scratch. I also maintained monthly reporting on ticket numbers for a year, making the new service process visible after launch.
Map
Identify request types across IT, RFx, and product.
Build
Create portal and ticket paths in Jira Service Management.
Observe
Report ticket volumes monthly after launch.
Delivery
What the work produced
A single internal request portal replaced more scattered intake. The portal streamlined the intake process. Time savings and adoption figures have not been quantified.
The website today
Explore the live experience
The current website gives a view of the product experience. It may include features and content added after my project.
- The current Invicti site presents its application security platform to external customers.
- The portal addressed internal employee requests while that public site presents the customer-facing platform.
The journey behind this work
Invicti Security · Agile Project Manager ↗