NewRez is a regional financial management and mortgage lender operating nationwide. They have multiple lending offices, commercial real estate, and loan management/operational services.

The Challenge:

NewRez is continuing to grow and is looking to expand/manage their IT Help Desk, management, and Agile project management needs. Utilizing multiple third party and homegrown applications, NewRez is looking for both an ITIL v3 and agile method for managing the multitude of services they are providing to their internal clients. NewRez also needed an effective method to report on and analyze IT findings, issues, and locations/configuration items impacted due to an IT outage.

The Solution:

Ascend Integrated worked with NewRez in developing a solution/path forward for the growing organization. Ascend Integrated highlighted a path forward for Agile Project Management and ITIL v3 compliance, utilizing a multi-phased approach. Using the JIRA Software and Service Desk data center instances implemented in NewRez, Ascend installed and configured Workflow Extensions, Dynamic Forms, ScriptRunner, and Arsenale Dataplane to track and manage tickets/requests entered into the JSD portal.

Ascend Integrated also refined the service desk request collection process, including updating workflows, building out automation, and providing custom ITIL v3 guidance for NewRez’s processes. Audibility and traceability were key goals for the solution, providing auditors the ability to review step by step all processes and procedures taken to resolve a request entered through their ticket management system.


Ascend Integrated continues to provide support to NewRez on all aspects of the Atlassian tool suite. NewRez is utilizing their JSD Data Center configured instance for tracking and managing tickets/requests and agile project management processes. ITIL v3 processes implemented by Ascend Integrated continue to help guide the management of the JSD portal, and the streamlined workflows/Arsenale Dataplane reporting capabilities continue to aide the IT Service desk team.