Migration to Jira Service Management
Migration to Jira Service Management
Overview
Client Overview
The client is a global logistics and supply chain leader specializing in port terminal operations, supply chain solutions, and maritime services. The organization delivers services across port infrastructure, cargo handling, contract logistics, and freight forwarding.
With operations spanning UAE, Europe, Asia, and Africa, and a user base exceeding 100,000+, the company required a scalable, cost-effective ITSM platform capable of supporting global business units while aligning with Agile and DevOps practices.
Challenges Faced
- High ServiceNow Costs: Licensing, customization, and maintenance costs of ServiceNow were significantly higher than the business value derived, making continued investment difficult to justify.
- Limited Agile & DevOps Alignment: The existing setup lacked seamless integration capabilities with CI/CD pipelines and modern DevOps toolchains.
- Complex Asset Landscape: Migration required transferring over 140,000 assets while preserving relationships between assets, users, vendors, contracts, and locations.
- Advanced SLA & Automation Requirements: The organization required multi-condition SLAs (by priority and region), MTTR tracking, and automation for L1/L2/L3 support teams.
- Enterprise-Scale Migration Risk: Ensuring data integrity, workflow continuity, and global operational stability during migration was critical.
Avatu - Atlassian Gold Partner
Our Approach
Enterprise ITSM Migration
Led large-scale migration from ServiceNow to Jira Service Management Cloud.
Migrated 140,000+ assets into Jira Assets using an AQL-based schema design.
Ensured data integrity and preserved asset relationships across systems.
ITIL-Aligned Workflow Configuration
Designed ITIL-compliant workflows for Incident, Service Request, Problem, and Change Management.
Configured advanced SLAs including MTTR and multi-condition SLAs by priority and region.
Implemented automation rules for L1/L2/L3 teams to streamline operations.
Advanced Asset Model Engineering
Built a new asset model with structured Object Types, attributes, and inheritance logic.
Preserved complex relationships (Asset, User, Location, Vendor, Contracts) through automation logic.
Custom Integrations & Enhancements
Implemented custom scripting using ScriptRunner, JMWE, and JETI for automation and approvals.
Integrated SSO (AD/Okta) for secure access management.
Enabled Opsgenie for major incident alerts.
Integrated Grafana for monitoring and performance visibility.
Results Delivered
Cost Optimization: Replaced a high-cost ServiceNow setup with a scalable Jira Service Management platform, significantly reducing operational expenses.
Enhanced Global Visibility: Improved IT service visibility and collaboration across 5+ global business units.
Operational Efficiency: Automation-driven workflows streamlined L1/L2/L3 support operations and reduced manual intervention.
Scalable Asset Management: Successfully migrated and structured 140,000+ assets with preserved relationships and improved governance.
Agile & DevOps Enablement: Enabled stronger alignment with Agile methodologies and DevOps practices through native integrations.
Ready to Transform Your Digital Future?
At Avatu, we’re your trusted partner in digital transformation, delivering cutting-edge solutions on ServiceNow, Atlassian, and Salesforce platforms. Let us empower your journey with optimized workflows, enhanced efficiency, and innovative technologies to keep you ahead in the game!
Discover additional articles and resources
