An Post – Enterprise Atlassian Managed Services & ITSM Operations

Test Triangle Test Triangle provides An Post with a comprehensive enterprise Atlassian Managed Services capability supporting critical IT Service Management (ITSM), service desk operations, Agile delivery teams, and knowledge management functions across the organisation. The engagement demonstrates Test Triangle’s ability to operate, optimise, and continuously improve large-scale Atlassian environments supporting business-critical services, complex operational workflows, and high-volume user demand within a national infrastructure organisation.

The managed services engagement encompasses end-to-end support and administration of Atlassian platforms including Jira Service Management, Jira Software, and Confluence. Test Triangle provides Level 2 and Level 3 platform support, application administration, workflow design and optimisation, SLA management, user provisioning, systems integration, governance controls, platform upgrades, reporting, security management, and continuous service improvement initiatives.

A major component of the engagement is the operation and optimisation of An Post’s high-volume service management environment, which processes in excess of 50,000 service requests, incidents, and operational tickets annually. The platform supports multiple business functions and service teams through a combination of self-service portals, direct user requests, automated workflows, and integrated enterprise systems.

The managed services model is underpinned by a structured service governance framework that includes dedicated service delivery management, extended-hours engineering support, monthly service reviews, performance reporting, incident trend analysis, platform health assessments, roadmap planning, and continuous improvement initiatives. Regular Agile enhancement sprints ensure the platform continues to evolve in line with changing business requirements and operational priorities.

Security, resilience, and compliance are embedded throughout the service. Test Triangle supports role-based security models, audit logging, change governance, access reviews, backup and recovery processes, platform monitoring, and compliance controls to ensure the ongoing integrity and availability of critical service management functions.

Key outcomes delivered through the engagement include:

• Management of over 50,000 annual service desk and operational tickets.
• Improved service efficiency through automation and intelligent workflow design.
• Enhanced SLA management and service performance visibility.
• Secure integration between Jira Service Management and ServiceNow platforms.
• Reduced manual administration and faster ticket resolution.
• AI-enabled service desk optimisation and ticket categorisation.
• Improved governance, reporting, and operational oversight.
• Enhanced knowledge management capabilities supporting over 500 users.
• Stronger security, compliance, and access management controls.
• Continuous platform optimisation aligned to evolving business needs.

Through this long-term managed services engagement, Test Triangle continues to provide An Post with a secure, scalable, and highly resilient Atlassian ecosystem that supports operational excellence, governance, service delivery performance, and ongoing digital transformation initiatives across the organisation.