From a homegrown ticketing system to a modern, scalable ITSM platform.

Golden West—a mid-market telecommunications provider delivering broadband, phone, and technology services across South Dakota and the surrounding areas. With thousands of subscribers they have complex IT service management needs so partnered with Mumo Systems to transform their ticketing system into a modern and scalable ITSM platform.

Challenge: Golden West’s homegrown ticketing system couldn’t scale along with their growth, creating fragmented workflows and limited visibility into outages.

Solution: Mumo Systems implemented Jira Service Management Premium with automated workflows, developed a custom Forge application for circuit management and migrated 70,000 historical tickets.

Benefits: The modernized platform eliminated inefficiencies through automation, provided real-time visibility into operations, and created a scalable foundation for future growth.

The Challenge: Outgrowing a Homegrown Solution

Golden West’s homegrown ticketing system had been serving them well for years, however, through continued growth they found that it was becoming a significant hurdle to efficient operations. Golden West’s Service Assurance team found themselves struggling with disconnected processes that made it difficult to track incidents, changes and maintenance requests. 

With their original ticketing system, analysts found it difficult to identify which specific circuits or customers were affected when network outages occurred. This was leading to significantly longer resolution times and frustrated customers. 

It appeared that the Service Assurance teams were spending much more time on manual tasks that could have been automated, while there was also a lack of real-time visibility vital to make decisions and allocate resources and improvements. With these limited capabilities, Golden West knew they needed a stronger solution that could scale seamlessly with their growing business. 

The Solution: Strategic modernization with Atlassian

Golden West partnered with Mumo Systems, an Atlassian Platinum Solution Partner, to transform their service assurance operations. The comprehensive approach included: 

• Jira Service Management Premium implementation with automated workflows
• Custom Forge application 
• Data migration of ~70,000 historical tickets
• Training and knowledge transfer 

The implementation centered around Jira Service Management Premium as the new foundation for all operations for service assurance. Mumo Systems configured more modern ITSM workflows, standardizing how Golden West handled incidents, changes, post-indecent reviews, and maintenance requests. The Jira system was able to introduce automated SLA rules, structured approval processes, and tailored notifications, eliminating much of the manual work that was previously slowing operations. 

Mumo Systems also recognized that Golden West, as a telecommunications company, had unique operational requirements, and so developed a custom Forge application specifically built for circuit management. Forge was purpose-built to enable analysts to associate multiple circuits with single outage tickets, quickly search and filter large datasets, and gain the visibility that had been missing from their previous system. 

As well as this, Mumo Systems migrated 70,000 historical tickets into the new system by conducting thorough validation and testing for data integrity while performing the cutover during off-peak hours to avoid disruptions. 

To make sure Golden West’s teams would be able to confidently operate and maintain their new system, part of the project was to provide training. Documentation was created in Confluence, and weekly status updates in Jira Atlas made sure communication was transparent throughout the implementation process. 

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“Mumo Systems stands out as the first partner in my 25+ years of experience to take full ownership of a project’s scope, progress, and success. Their team consistently delivered on execution, communication, and training. Mumo’s experts are true professionals who approached every challenge we presented with practical, effective solutions. Their partnership has directly improved our operational performance, security, posture, and teamwork. Exceptional work all around.”

-Jake, Golden West

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The Results: Measurable Operational Transformation

Golden West saw immediate improvements through the modernization to their service assurance operations. Eliminating repetitive, manual tasks by utilizing automation made more time for analysts to do strategic work and structured workflows reduced errors in ticket processing and incident resolution. 

Real-time dashboards now provide Golden West’s leadership teams with visibility into SLA adherence, outage trends, and change outcomes. The Forge app has significantly improved outage management as it gives teams circuit-level visibility, enabling faster assessment and targeted resolutions. 

On top of all of this, Golden West now has a scalable foundation that can grow alongside the business. The ITSM processes provide the necessary structure that wasn’t possible before. 

Looking Ahead: Foundation for Continued Growth

Golden West is now positioned for operational excellence and business growth. The scalable foundation addresses their current needs, while also giving flexibility to adapt in the future. 

The partnership with Mumo Systems demonstrated how the right combination of platform expertise, custom development capabilities, and industry understanding can transform not just technology systems, but entire operational approaches. For Golden West this was a strategic investment in their ability to better serve customers and compete more effectively in the marketplace.

Contact Mumo Systems to discuss how we can support implementing an ITSM system tailored to your business needs.