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Representative delivery

Operational ITSM work,
not brochureware.

These examples show the kinds of service, platform and integration problems I solve. Client names are withheld; the delivery detail and scale are real.

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RetailPublic sectorEngineeringManufacturingEnterprise IT

Selected work

Complex service problems.
Practical outcomes.

The work spans process design, hands-on Jira configuration, data, integration and platform operations — often in the same engagement.

01

JSM integration · Retail

A dependable bridge between Jira Service Management and Xurrent

Context

A customer-facing service process needed tickets and operational updates to move reliably between two platforms without creating loops or losing the audit trail.

Delivery

Designed and delivered bidirectional creation, public-comment, status and closure synchronisation using REST APIs, webhooks and Jira automation. Added loop prevention, mandatory closure notes, production-safe controls and portal parity work.

Outcome

The integration went live with the key service journey synchronised end to end and a clear operational model for support and technical ownership.

  • REST API
  • Webhooks
  • Loop prevention
  • Production go-live
02

Platform rebuild · Public sector

A secure Jira Data Center estate rebuilt for scale

Context

A controlled on-premises environment required dependable Jira and Confluence administration across infrastructure, identity, database and application layers.

Delivery

Rebuilt and operated Jira and Confluence with SSO, HTTPS and separated development, test and production stages. Supported upgrades, database analysis, application lifecycle, backup and restore testing and operational troubleshooting.

Outcome

A stable environment supporting around 500 users, 15 projects and 30,000 issues with clearer control over change and recovery.

  • ~500 users
  • 15 projects
  • ~30k issues
  • SSO & HTTPS
03

Assets lifecycle · Engineering

Device returns without the spreadsheet chasing

Context

Device allocation, extension and return information was fragmented, making overdue follow-up and ownership changes unnecessarily manual.

Delivery

Modelled devices and lifecycle attributes in Jira Assets, connected requests to allocation and return updates, and added automated reminders, scheduled reports and customer communication.

Outcome

Operational teams gained a traceable return process, clearer data ownership and less manual follow-up for overdue equipment.

  • Jira Assets
  • AQL
  • Lifecycle automation
  • Reporting
04

Change management · Manufacturing

Change assurance built into practical workflows

Context

Change control needed to distinguish routine, assessed and urgent work while improving evidence for testing, fallback and service impact.

Delivery

Built Standard, Normal and Emergency Change paths with automated risk scoring, approvals, planned and actual timings, fallback planning and Incident-to-Change handling.

Outcome

The workflow made risk and assurance visible without forcing every change through the same level of control.

  • Risk scoring
  • Approvals
  • Fallback
  • Incident-to-Change
05

Stock monitoring · Distributed operations

Location-aware stock alerts without duplicate tickets

Context

Support teams needed to monitor minimum stock by equipment model at two locations. A combined total could hide a local shortage, while a scheduled rule risked creating the same warning repeatedly.

Delivery

Built a scheduled Jira automation that counts active Assets by model and location status, compares each result with its own threshold, and creates a location-specific Incident with the correct assignment and labels. Added an existing-issue check before ticket creation.

Outcome

A controlled threshold test created the expected low-stock Incident for one location. A repeated run detected the open alert and suppressed the duplicate, validating both the exception path and the safeguard.

  • Jira Assets
  • AQL
  • Threshold automation
  • Duplicate prevention
06

Asset reporting · Engineering

A complete monthly chargeback snapshot beyond native limits

Context

Finance needed a recurring, auditable list of devices that should continue to be charged. Native automation limits made it difficult to preserve the complete population in a single monthly work item.

Delivery

Built a scheduled monthly run that selects the relevant Assets with AQL, creates the accounting work item, and stores both the Asset keys and count as a text snapshot. Extended the export data with inventory, serial number, organisation, user, cost centre, invoice and device-type details.

Outcome

The test run processed 39 Assets and produced the complete accounting list and count. The text snapshot avoided the native 20-object truncation and preserved the exact monthly population for follow-up.

  • 39 Assets
  • Scheduled automation
  • AQL snapshot
  • Chargeback reporting
07

Data Manager diagnosis · Manufacturing

An 11,000-user directory import traced to a hard adapter timeout

Context

Computer records imported successfully, but the on-premises Active Directory people job stopped after 30 minutes with no records. A direct PowerShell query returned 11,024 users, so the failure could not be treated as a simple connectivity issue.

Delivery

Verified RSAT and the Active Directory module, PowerShell execution, AD Web Services reachability and read permissions. Analysed the source population, including 442 users without a mail value, reviewed primary-key alternatives and escalated the repeatable timeout with the platform vendor.

Outcome

The investigation ruled out authentication and basic connectivity and confirmed a hard 30-minute limit in the local adapter. That turned an ambiguous zero-record failure into a defined architecture and data-quality decision rather than another blind retry.

  • 11,024 users
  • PowerShell & ADWS
  • Primary-key analysis
  • Vendor escalation
08

Portal & knowledge · Retail

A self-service experience aligned from QA to production

Context

The production portal needed to match the approved customer experience and make knowledge easier to reach without breaking environment-specific configuration.

Delivery

Compared QA and production customisation, carried over the visual and wording changes safely, connected the knowledge tile to article search and supported the related knowledge operating concept.

Outcome

Customers received a more consistent portal experience while support teams gained a practical structure for end-user, service-desk and second-line knowledge.

  • JSM portal
  • Knowledge
  • QA → production
  • Operational design

Explore the capability

Choose the problem
you need to solve.

JSM consulting

Portals, workflows, SLAs, automation and integrations.

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ITSM consulting

Operational Incident, Change, Request, Problem and Knowledge practices.

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Assets & CMDB

Object models, lifecycle automation and reliable imports.

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Jira Data Center

Administration, upgrades, identity and operational resilience.

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Let's talk

Have a service problem that needs hands-on delivery?

Tell me where the friction is. I will give you a direct, practical view of what to address first.

Start a conversation →Based in Cheshire · Available across the UK and remotely