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A Journey from Legacy ITSM
to Jira Service Management

Consolidating multiple ITSM Tools after a merger and moving an Insurance Company from Legacy to Modern ITSM-ESM tools.

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When two insurance companies merged and were using multiple ITSM tools, they contacted FMX Solutions about amalgamating the tools into one to save cost and make their operations more efficient.

Because they had previously been using Jira Service Desk, Confluence and Bit Bucket, there was knowledge of the interface and brand recognition of Atlassian products. A third-party audit was performed and JSM was agreed on as the best ITSM-ESM solution. The goals of the implementation and solution were that the knowledge could stay in-house, meaning they didn’t have to hire outside consultants to maintain the tool, there was no coding required, and they wanted to stay within the boundaries of what you can do within JSM. The implementation was done with ease of use and maintenance in mind.

The implementation was done in multiple phases, with IT-to-IT Service Requests going live first. The client wanted all their employees to start using the portal so that they became accustomed to it and its functionalities before those service requests and incidents were imported to JSM. For all requests that were not migrated in phase one, a request type was created in JSM that contained a link to the same request in the previous ITSM tool. A communications plan kept employees updated every 2 weeks so they knew what would be imported to JSM.

The second phase included harmonizing the service requests, change management including onboarding and offboarding and access management. The implementation of a complete on-boarding and off-boarding process with Workday and Sailpoint Integrations took 2 weeks.

Ultimately, implementing Jira Service Management in place of the two tools that were used before, resulted in cost savings and a fast implementation time.

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