Boost Agility and Growth-3

DSTNY

How Dstny streamlined internal service management with Idalko

Unlocking visibility, structure,
and scalability across Europe

How do you align three siloed teams, legacy systems, and fragmented internal workflows — across seven countries? For Dstny, the answer was a structured Jira setup guided by Idalko. In just a few months, internal services became visible, measurable, and scalable.

Facing legacy, scale, and
internal silos

 

A growing business with hidden complexity

 

Dstny’s Global Infrastructure Solutions (GIS) department provides the underlying platforms for their UCaaS (Unified Communications as a Service) offerings. While these platforms power unified communications for end customers, the GIS department’s own clients are their internal colleagues.

With over 1.100 employees spread across Europe and numerous acquisitions under its belt, Dstny faced several pain points:

  • The GIS department consisted of three standalone teams (Cloud Infrastructure, Voice, and Network), each using their own tools and processes.
  • There was no clear overview of the GIS department’s service offering, leading to confusion and duplicated efforts.
  • Legacy systems from previous mergers added complexity and technical debt.
  • Internal SLAs weren’t measurable, leading to a lack of visibility and accountability.
  • The existing Jira setup lacked scalability and structure.

Bringing order to the chaos

Els Heyvaert, Service Catalog Manager and Head of Cloud Infrastructure, was asked to bring structure to the department.

Nobody really knew what the GIS department did, We had to make our services visible and build a unified approach across all countries.

els-heyvaert
Els Heyvaert

Service Catalog Manager Head of Cloud Infrastructure

As Service Catalog Manager, Els was responsible for making the GIS department visible across all regions, aligning processes post-mergers, and leading the change management needed to introduce new services and phase out legacy systems.

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From scattered puzzle pieces to a working system

Co-creating structure with Idalko

 

Idalko joined the project when the framework for the service catalog was in place, but the technical implementation needed expert hands. From the start, Idalko focused on understanding Dstny’s internal logic before touching Jira configurations.

This business-first approach gave
Dstny confidence.

Idalko took time to understand how the organisation worked, what values were important, and how internal culture shaped collaboration, then translated that into scalable workflows.

Through a series of tailored workshops, they:

  • Mapped the GIS department’s services into a central, user-friendly portal.
  • Designed clear incident, service request, and change management workflows.
  • Created queue-based routing per team and individual, replacing a chaotic shared backlog.
  • Embedded SLA timers and dashboards to measure internal performance.
  • Provided documentation and templates to support internal training and knowledge sharing.

Challenging assumptions, encouraging ownership

Crucially, Idalko didn’t just configure Jira – they challenged assumptions.

They didn’t just agree on everything. They warned us when something wouldn’t scale, and helped us rethink our approach.

els-heyvaert
Els Heyvaert

Service Catalog Manager Head of Cloud Infrastructure

Workshops also revealed a key cultural challenge: getting people aligned. Different teams had different habits and lacked awareness of each other’s work. Through engagement strategies like GIS Days, post-it sessions, and informal conversations, Els and her team gradually built a shared understanding.

Beyond tools and tickets, Idalko helped the GIS department rethink how it functions as a service organisation. Their input often sparked broader reflections on how to align internal processes with strategic goals, not just quick wins, but long-term improvements.

From fighting fires to
clarity and ownership

 

A ripple effect across the organisation

The transformation had ripple effects throughout the organisation:

  • Efficiency: Requests no longer get lost. Teams know what’s expected and where to find it.
  • Transparency: SLA compliance can now be tracked, evaluated, and improved.
  • Autonomy: GIS teams can maintain and adjust workflows without relying on external consultants.
  • Engagement: Internal GIS Days and briefings created excitement and ownership among teams.
  • Standardisation: Processes are now documented, structured and easier to replicate across regions.

Even outside GIS, other departments have started reaching out to Idalko for similar initiatives.

 

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A trusted partner, not just a supplier

The most important thing is that they really think along with you. They didn’t just translate what we said into a Jira solution – they joined us on the journey.

els-heyvaert
Els Heyvaert

Service Catalog Manager Head of Cloud Infrastructure

Idalko wasn’t there to just configure Jira. They acted as a strategic partner, one who challenged ideas, understood Dstny’s ecosystem, and helped align tooling with long-term business growth. Their mix of critical thinking and cross-functional insight made a measurable difference.

That difference became clear in the speed and quality of delivery:

Launch a full incident and service management portal in 3 months.
Implement internal change management processes in 4 months.
Set up training and internal adoption through workshops and knowledge- sharing

 

Thanks to their understanding of Dstny’s complex setup and legacy configurations, Idalko was able to deliver impact quickly without compromising on scalability.

Looking ahead

The foundation is laid. The GIS department is now equipped with the tools and mindset to continue evolving. With a shared language, clear processes, and the right partner by their side, Dstny is ready to scale internal collaboration in lockstep with its international growth.

Building sustainable internal processes takes more than just tooling. It takes a partner who understands your way of working, and thinks beyond.

Let’s Talk. It’s on The House.

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