Servado Story

Origo and Servado

The origins of Servado can be traced to requirements of Origo’s extensive operations as an IT Service Provider, delivering service to thousands of companies touching tens of thousands of contacts. Servado is Origo’s second Jira App after Tempo which is one of the most successful extensions for Jira.

Jira was widely accepted within Origo as a brilliant service delivery system for technicians, but customers called for a simple front-end where they could request service and monitor status of requests.

At that time, customers created issues via email giving them the freedom to forward long chains of mails containing text that did not relate to the service requested. It was not uncommon to get service requests with names like „Thanks for the party last night“, where the nature of the request was hidden in a chunk of forwards and replies. To deal with this an interface was required that would ensure that contacts provided the necessary information required to process requests effectively.

The solutions available at that time did not meet the needs of Origo, so decision was made to start designing and developing software that would fulfill the requirements.

The first version of Servado was installed in Jira production environment in the first half of 2018 where the scope was Origo’s internal operations. In the fall of 2018, the first customer facing portal went live and the system has been evolving ever since.

Today, Servado is a mission critical extension for Jira providing Enterprise Service Management to all employees and to thousands of customers. With Servado for Jira, Origo has been able to increase the service level at the same time the company has managed to solve more service issues and gain higher customer satisfaction with the same service team.

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