Custom Change Management Transformation
Custom Change Management Transformation
Overview
Client Overview
The client is a leading global digital engineering and technology services firm delivering innovative solutions across industries. Operating in a multi-location setup with distributed internal service teams, the organization manages high volumes of internal service requests and operational workflows.
With over 300 users across Mumbai and Bengaluru, the company relies on Jira Service Management (Standard) to manage IT Service Management (ITSM) processes. As their operations scaled, the need for a structured and ITIL-aligned Change Management framework became critical
Challenges Faced
● Deprecation of Default Workflows: Atlassian phased out default Change Management workflows, fields, SLAs, and automation rules.
● Lack of Custom ITIL Alignment: The existing system did not support a structured Change Management process aligned with ITIL standards.
● CAB & SLA Governance Gaps: Approval workflows, SLA tracking, and compliance monitoring required enhancement.
● Escalation Inefficiencies: Limited automation for escalations and status transitions impacted response and resolution times.
● Cross-Project Configuration Risks: Shared configurations across projects required validation to prevent workflow disruptions.
Avatu - Atlassian Gold Partner
Our Approach
To address the client’s operational and governance challenges, we implemented a comprehensive Custom Change Management framework within Jira Service Management.
Workflow & Process Re-Engineering
Recreated end-to-end Change Management workflows, including Review, Implementation, Authorization, and transition states.
Rebuilt custom fields such as Impact, Urgency, Change Risk, Implementation Plan, and Backout Plan.
Designed ITIL-aligned process flows without impacting parallel workflows.
SLA & Automation Optimization
Reconfigured SLAs based on Change category and priority (Time to First Response, Time to Resolution).
Implemented automation rules for escalations and workflow transitions.
Enabled automated SLA tracking and compliance visibility.
Governance & Validation
Strengthened CAB approval mechanisms.
Validated shared configurations across multiple projects.
Ensured structured tracking for approvals, transitions, and escalations.
Results Delivered
Continuity Without Disruption
Ensured seamless continuity of Change Management processes despite Atlassian’s default deprecations.
Improved Governance & Compliance
Enhanced CAB approvals, SLA tracking, and governance mechanisms improved transparency and accountability.
Automation-Driven Efficiency
Reduced manual intervention in escalations and transitions through structured automation.
Cost-Effective Optimization
Delivered a robust solution leveraging the existing Jira Service Management Standard plan — eliminating the need for costly upgrades.
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