Not so long ago—just about 15 years—and not in a galaxy far away, but in large Croatian companies, service management was handled in an extremely sluggish and disorganized manner.

Helpdesk was still a buzzword that implied “express” problem-solving, while IT support mostly meant, “Just send the request—maybe someone, somewhere, sometime...” And your request to upgrade Skype would slowly get lost in the void of an overloaded system.

Now imagine what a tragicomic situation it was in multinational companies where teams from different countries had to collaborate to solve an issue...

That’s exactly what the team at Emil Frey Digital experienced—until they fully migrated their support systems to Jira Service Management. Today, they can confidently say that Jira is one of the foundations of their company’s successful operations. And they’ve decided to share their story with us at the upcoming Atlassian Community Event in Zagreb.

Nena Kruljac and Martin Špernjak will answer the kinds of questions that make ITSM consultants’ ears perk up:

✅ How did they organize the system across 4 levels of support?

✅ What role do Jira Software and well-defined automation rules play in the process?

✅ How is the prioritization process managed?

✅ Would they join the dark side if they had access to the Force?

We’ll see you on May 22nd at 17:30 at the familiar Koios office location (Radnička cesta 37a, 4th floor). Please come hungry and thirsty so we don’t end up with too much leftover pizza and drinks—don’t make us do something we’ll regret! 😄

Agenda:

🕠 Registration: 17:30–18:00

🎤 Nena Kruljac, Martin Špernjak – Support Wars: Attack of Priorities: 18:00–18:45

❓ Q&A: 18:45–19:00

🍕 Networking (with food & drinks): 19:00–00:00