CDSB - DAI Corella

At a glance

Corella required a structured and secure service management environment to support its operational model and contractual obligations with the Department of Education (DoE). Their existing setup lacked clear separation between frontline Level 1 support and internal Level 2/3 teams, creating governance, visibility, and scalability challenges.

Rather than implementing a highly complex requirements document in full, we guided Corella toward a Minimum Viable Product (MVP) approach. The objective was to establish a clean, privacy-aware foundation that could support immediate operational needs while remaining flexible for future growth.

Within a focused implementation window, we delivered a fit-for-purpose service management structure that introduced standardisation, structured escalation, clear privacy controls, and end-to-end traceability between support and development workflows.

The result was a simplified, scalable environment that supports operational maturity without unnecessary complexity.

Services provided

Consulting
Project Configuration & Delivery

Technology used

Solutions and products involved

Jira Service Management
Jira Software

The challenge

When Growth Outpaces Structure

Corella’s service operations had evolved organically. While functional, the environment lacked the structure and governance controls required to support scale and contractual obligations. The key challenges included:

No Clear Process - Different types of requests were handled inconsistently.
Privacy Gaps - Frontline users and internal teams were not clearly separated.
Unclear Escalation - No defined pathway from Level 1 to Level 2/3 teams.
Disconnected Teams - Support and development were not fully linked.
Manual & Fragmented Workflows - SLAs, reporting, and automation were limited.

Corella needed simplicity, structure, and a foundation that could grow with them.

The solution

Build the Right Foundation First. Scale with Confidence.

We introduced a “Foundational First” MVP strategy — focusing on establishing a clean, structured core before layering in complexity. We designed a service environment that reflected how Corella actually operated. The solution delivered:

Standardised Request Types - Clear categories for incidents, requests, changes, and major issues.
Strong Privacy Separation - Distinct permissions and workflows for L1 and L2/L3 teams.
Structured Escalation Model - Defined handoff process between frontline and internal teams.
Single Source of Truth - One centralised service environment.
Support-to-Development Linking - Full traceability from ticket to release.
Clear SLA Framework - Business-hour SLAs with 24×7 coverage for critical issues.
Operational Dashboards - Real-time visibility for teams and leadership.
Targeted Automations - Reduced manual work and improved consistency.

Every design decision reinforced governance, scalability, and maintainability.

The outcome

From Complexity to Operational Clarity

Corella now operates within a structured, predictable, and scalable service management framework.The transformation resulted in:

Clear Privacy Boundaries - Frontline and internal teams operate securely and independently.
Consistent Service Operations - Standardised processes reduce confusion.
Improved Ticket Quality - Better intake reduces back-and-forth.
Stronger SLA Performance - Clear metrics and monitoring.
Better Leadership Visibility - Real-time dashboards support decision-making.
Reduced Duplication - No lost information between support and development.
Scalable Structure - Clean foundation ready for future growth.