Successful Service Management Platform Migrations

Introduction

Embarking on a Service Management Platform Migration can be a critical yet rewarding endeavor for organizations. This process involves transitioning from a legacy system to a more efficient and innovative solution like Atlassian’s Jira Service Management. By embracing best practices and strategic planning, businesses can enhance service delivery, streamline IT processes, and boost overall collaboration and productivity. As E7 shares success stories and insights, understanding the nuances of this migration journey becomes paramount for achieving optimal results.

Understanding Service Management Platform Migrations

Navigating a service management platform migration involves transitioning critical technologies and processes from existing to new. This shift often involves preparing end user and Agents with proper training, upgrading IT service management tools, adjusting workstreams, and having a strong post-launch support team. Understanding the nuances of migrations ensures a seamless transition while minimizing disruptions.

The Importance of Service Management Platforms

Service management platforms play a crucial role in streamlining IT service delivery and enhancing overall operational efficiency. These platforms, such as Jira Service Management, act as the backbone for IT teams, enabling them to align with business requirements seamlessly. By centralizing service management functions onto a single platform, organizations can improve service quality, boost productivity, and ensure consistent IT service delivery. Leveraging the power of service management platforms is essential for organizations aiming to operate at peak efficiency and deliver exceptional customer experiences.

Why Migrate to Jira Service Management?

Migrating to Jira Service Management offers a variety of benefits that can transform your service management approach. One key advantage is the streamlining of processes, allowing for greater efficiency and productivity within your team. By centralizing all service-related tasks and requests in one platform, you can eliminate redundancies and reduce manual errors.

Enhanced collaboration is another significant benefit of transitioning to Jira Service Management. The platform enables real-time communication among team members, fostering a more cohesive and coordinated working environment. Team members can easily assign tasks, track progress, and provide updates, leading to improved teamwork and faster problem resolution.

Jira Service Management helps boost efficiency by providing data-driven insights and analytics. Utilizing the platform's reporting capabilities allows you to identify bottlenecks, monitor performance metrics, and make informed decisions to optimize your service delivery processes.

Overall, migrating to Jira Service Management can significantly increase how your team manages services by promoting streamlined processes, fostering collaboration, and enhancing overall efficiency.

Review the comparison whitepaper for the platform your organization is on and see the differences.

• Ivanti vs. JSM
• Freshdesk vs. JSM
• ServiceNow vs. JSM
• Zendesk vs. JSM
• BMC Remedy vs. JSM

The Benefits of Jira Service Management

• Cost efficiencies: JSM helps organizations achieve cost savings by eliminating licensing fees, reducing maintenance and resource requirements. ​

• Improved IT budgeting: JSM enables better allocation and tracking of IT budget, optimizing resource utilization. ​

• Reduced wasted work and errors in change management: JSM streamlines change management processes, minimizing errors and wasted effort. ​

• Avoided revenue loss: JSM improves incident management, reducing downtime and revenue loss.

• Visibility into team performance and reporting: JSM provides comprehensive reporting and analytics, offering insights into team performance and service metrics. ​

• Improved business team productivity: JSM automates and streamlines service management processes, facilitates collaboration and improves productivity for business teams. ​

• Improved stability and scalability: JSM is a stable and scalable platform, capable of handling increasing ticket volumes and organizational needs. ​

• Flexibility for future initiatives: JSM provides flexibility for future initiatives and integrations, allowing organizations to adapt and evolve their service management processes.​

• Improved service desk productivity: JSM streamlines ticket routing and escalation, improving service desk productivity and response times. ​

• Self-service capabilities: JSM empowers end-users to find solutions independently, reducing the workload on support teams. ​

• Streamlined request fulfillment: JSM automates and streamlines request fulfillment, ensuring faster and more efficient delivery of services. ​

• Increased visibility and collaboration: JSM enhances visibility and collaboration between teams, enabling better coordination and faster issue resolution. ​

• Increased productivity for service agents and business teams: JSM improves productivity for service agents and business teams through automation, Atlassian intelligence (AI), and collaboration features. ​

Choosing the Right Migration Partner: A Critical Decision

Selecting a migration partner is a decision that can make or break the success of the project. The importance of choosing a partner with the right expertise, experience, and cultural fit. A good partner should not only have technical proficiency but also a deep understanding how the migration fits into the overall business transformation.

How Does E7 Ensure Migration Success?

E7 Solutions ensures migration success by following best practices and strategic planning. With our deep expertise in service management platform migrations, we collaborate closely with organizations to understand their unique requirements, develop a strategic plan, and execute the migration process seamlessly. This ensures a successful migration and enables organizations to realize the full potential of Jira Service Management. We adhere to our Migration Playbook phases for all projects, which are outlined below:

Here is a sample of our Cherwell to JSM Migration Playbook for reference.

Going Beyond the Migration

E7 Solutions is dedicated to helping your organization seamlessly transition from outdated IT service management systems to the robust and flexible Jira Service Management (JSM) platform. As an Atlassian Partner, we don’t just migrate your data; we transform your entire IT service management approach. Here is our overall approach:

• Assessment and Planning: We start by assessing your current IT service management setup and understanding your specific requirements. This involves a detailed planning phase to ensure a tailored migration strategy.

• Migration Execution: Our team executes the migration with minimal disruption, ensuring all data and configurations are accurately transferred to JSM.

• Customization and Setup: Post-migration, we customize the platform to align with your processes and organizational needs, ensuring a seamless transition.

• Training and Onboarding: We provide comprehensive training to your team, ensuring they are fully equipped to utilize the new system effectively.

• Ongoing Support and Optimization: We offer continuous support and regular optimization reviews to ensure your JSM setup continues to deliver value and adapts to your evolving needs.

What do our Clients say about E7 Solutions?

"E7 played a key role in helping us move from Ivanti Heat Cloud to Atlassian JSM. They helped us translate what we had into what we can do in JSM.  We not only met what we had in our old system, we started day one with capabilities that we never had prior!  We are looking forward to expanding/maturing our platform, and have re-engaged with E7 Advisory Services to do just that.”  - Robert DeSantos, Vice President, Infrastructure and Workplace Solutions TotalWine

“We chose E7 because of the 'realness' of the people. Everyone we spoke with during the sales process, both technical and sales, was simply themselves. We're continuing on the project and we couldn't be happier to know we are working with an honest partner that has our best interest in mind. This is a start to a great partnership.” Director, IT Services 

Overcoming Challenges During Migration

ITSM Platform migrations can be fraught with challenges, our case studies below illustrate how businesses can anticipate and mitigate these risks by implementing a well-thought-out migration plan. Communication is key throughout the process, as it ensures that all parties are aware of the migration's progress and any emerging issues. Moreover, having a robust contingency plan in place is vital to address any roadblocks swiftly.

The true measure of a successful platform migration extends beyond the immediate metrics of time, cost, and performance. It involves evaluating the long-term impact on business operations, customer satisfaction, and the ability to innovate. Continuous monitoring and feedback loops are essential to ensure the new platform delivers value as anticipated. Here are a few examples:

ServiceNow to JSM

A virtual call center services provider with over 20,000 agents, was faced with the challenge of high licensing costs with ServiceNow and the need to migrate their change management to Jira Service Management (JSM) within a tight timeline. The main obstacle was designating the required time and personnel to complete the migration before their ServiceNow license renewal. Seeking professional guidance, the client engaged E7 Solutions to develop and implement a workable plan for the migration. The successful migration resulted in an immediate ROI of $70,000 in licensing alone, resolved duplicate licenses, and transformed the workflow and technical functionality of their change management, ultimately streamlining their operations and enhancing efficiency and productivity.

Ivanti Heat to JSM

Total Wine, the largest independent retailer of fine wine in the United States, faced a variety of challenges. On top of using an outdated system - Ivanti Heat, that was reaching end-of-support, the retailer had improperly connected integrations and filtered issue types. They transitioned to Jira Service Management (JSM) with the help of E7 Solutions, resulting in seamless service tracking and request management. E7 Solutions provided guidance, support, and a framework for the transition, ensuring that Total Wine's needs were understood and fulfilled. The implementation of JSM will lead to a 5-year ROI of $234,000 and improved user experiences, extending beyond IT to other departments like marketing and HR. The collaboration between Total Wine and E7 Solutions resulted in a complete upgrade to their Help Center, providing a more efficient backend system and improved user interface. Overall, JSM served as an innovative solution for top-tier service management, and E7 Solutions' support ensured a successful growth plan for Total Wine.

BMC Remedy to JSM

Our last example comes from a global retail company that witnessed a dramatic improvement in processes following their move from BMC Remedy to Jira Service Management. By engaging E7’s Advisory Services, and utilizing custom intake forms, reports, and dashboards, SLAs for each business were defined and then introduced with training to drive a higher rate of JSM adoption. After this Advisory Services engagement and the adoption of JSM, 6700 fewer tickets were created by IT and instead, created by end-users. Assuming each ticket takes approximately 15 minutes to create, this equates to approximately 1600 hours in savings for IT each year!

In conclusion, migrating to a new service management platform like Jira Service Management through E7 Solutions brings numerous benefits, including enhanced efficiency, cost savings, and a high return on investment. With E7 Solutions' expertise and guidance, organizations can successfully navigate the migration process and unlock the full potential of Jira Service Management for continuous improvement and exceptional service delivery. Contact E7 Solutions today to elevate your service management experience.

About E7

E7 is a Michigan-based Atlassian Platinum Solution Partner that guides growth-minded companies through digital transformation. We are focused on improving collaboration, productivity, and efficiency. As transformation enablers, E7 is highly specialized in all aspects of service management and platform migrations.

Frequently Asked Questions

Q. Can data be seamlessly transferred from the old platform to the new one during migration?

A. Data migration is a critical process that involves moving data from one platform to another. While the seamless transfer of data is the goal during migration, several factors can impact this process. The complexity of the data, compatibility between the old and new platforms, and the volume of data being transferred all play crucial roles in determining how smooth the migration will be.

To ensure a successful data transfer, it is essential to conduct a thorough assessment of the data to be migrated. This includes identifying any potential issues such as data format discrepancies, data integrity concerns, or incomplete datasets. It is also important to have a detailed migration plan in place that outlines the steps involved, timelines, and contingencies for any unforeseen challenges.

Utilizing specialized migration tools and technologies can streamline the transfer process and minimize the risk of data loss or corruption. Testing the migration process in a controlled environment before fully implementing it can help identify and resolve any issues proactively.

Ultimately, while seamless data transfer during migration is ideal, careful planning, attention to detail, and utilizing appropriate resources are key to achieving a successful outcome.

Q. How long does a typical service management platform migration process take?

A. The duration of a typical service management platform migration process can vary depending on various factors such as the size and complexity of the organization, the amount of data to be migrated, the customization required, and the chosen migration method. On average, a migration process can take anywhere from 8 weeks to several months to complete successfully.