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Learn how we transformed the support operation of the Aval Group’s Shared Services Center. Through the implementation ofAtlassianand advanced capabilities ofAtlassian Intelligence, we modernizeincident managementto achieve a more agile, traceable, and scalable process.
In 2024, AVC’s Production Support area was facing a high volume of incidents with manual processes, a dispersed knowledge base, and a high turnover of technical personnel. This combination generated loss of key information, slow diagnosis, and a growing reliance on experienced specialists, which hinders the scalability and sustainability of the service.
The challenge was clear:modernize incident managementin critical production environments, ensure end-to-end traceability, and improve operational efficiency, integrating automation, artificial intelligence, and structured knowledge without compromising the stability of existing systems
We designed and implementedDiagnostic, an intelligent support solution based on Atlassian Cloud. The project was executed in four strategic phases under an agile methodology (Scrum), starting with a detailed analysis of existing processes and requirements gathering with key stakeholders.
A modular architecture was implemented combiningJira and Confluence, and artificial intelligence capabilities were integrated throughRovo and Atlassian Intelligence. A structured knowledge base was built, historical incident data was uploaded, response models were trained, and executive dashboards were defined with key KPIs.
The entire process was managed with iterative cycles, functional validations, continuous training and a progressive adoption strategy that guarantees a successful and scalable implementation in the production environment.
Thanks to Atlassian’s technology and applied artificial intelligence, Aval Valor Compartida transformed its support operation into a proactive, traceable, and future-proof experience.
And are you ready to bring it to your business? Join the innovation with your feet in the cloud.
Aval Valor Compartida (AVC)is the Shared Services Center of Grupo Aval, one of the largest financial conglomerates in Colombia. From its headquarters in Bogotá, AVC provides specialized technology, support and operations services to the group’s entities, with a focus on efficiency, security and operational excellence. Among its critical platforms isAval Play Center, which manages more than 36,000 incidents annually and requires high availability, traceability and 24/7 response capacity
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