Migration from ServiceNow to Jira Service Management – increasing efficiency and reducing costs

Discover how migrating from ServiceNow to Jira Service Management boosted efficiency and slashed costs for one of Brazil’s largest conglomerates in transportation and logistics. With a strategic approach and specialized team, the seamless transition resulted not only in substantial savings but also in more agile and adaptable processes. Learn how this transformative change reshaped operational dynamics and bolstered the company’s competitive position in the market. Dive into the details of this journey of innovation and operational excellence now.

When it comes to choosing the right platform for service management, flexibility is key. Jira Service Management stands out by offering a host of significant advantages over ServiceNow, providing unparalleled flexibility to tailor to each client’s individual processes, whether for ITSM (Information Technology Service Management) or ESM (Enterprise Service Management).

In this context, the holding company of one of Brazil’s largest transportation and logistics groups migrated all its ITSM (Information Technology Service Management) and ESM (Enterprise Service Management) processes from ServiceNow to Jira Service Management. This transition not only boosted the group’s operational efficiency but also resulted in a substantial reduction in maintenance and support costs.

By opting for Jira Service Management, the group aimed to streamline its service management processes, gaining more flexibility and adaptability to meet the constantly evolving market demands. With a specialized team from Nimble Evolution leading the migration, the process was completed smoothly and within the set timeframe, an impressive 3 months only.

“The migration to Jira Service Management was a crucial strategic decision for our company. We are extremely pleased with the results achieved so far. Our users consistently provide feedback on the ease of use and modernity of JSM’s features. Not only have we simplified our internal processes, but we have also increased our responsiveness to customer demands, which is essential in our highly dynamic industry.”

Jira Service Management offers a highly customizable and scalable platform, enabling the group to quickly adapt to changes and expand its operations as needed. Additionally, seamless integration with other tools has fostered closer collaboration between teams, resulting in efficient communication and agile issue resolution.

During this migration journey, ITSM and ESM processes from over a dozen companies within the group were implemented in Jira Service Management, spanning from essential ITSM practices to specific services such as uniform requests, marketing campaigns, procurement requests, among others.

The tangible benefits of the migration were immediately evident, with a reduction in operational costs and a significant improvement in incident resolution speed. Furthermore, customer satisfaction substantially increased due to greater transparency and enhanced communication throughout the support process.

“By migrating to Jira Service Management, we have not only improved our internal processes but also strengthened our competitive position in the market. We look forward to continuing this journey of innovation and operational excellence, making the most of the advanced capabilities offered by the Atlassian platform, and as next steps, we plan to include new group companies and areas in Jira Service Management.”

The migration process comprised the following steps:

  • Understanding the processes configured in ServiceNow with the focal points of each area;
  • Exploratory analysis of ServiceNow;
  • Design of the Jira Service Management solution;
  • Configuration of the Base processes and subsequent replication for each company, incorporating the characteristics and specific needs of each;
  • Configuration of standard indicators;
  • Integration with identity provider;
  • Validation;
  • Key user training;
  • Assisted operation.

Following the success of this strategic migration, Nimble Evolution continues to support the group in process improvement and the evolution of Atlassian product usage, ensuring maximum performance, reliability, and environment evolution through MYDAS, where we combine our years of experience as an official Atlassian partner with our expertise in process improvements.

For more information on how Jira Service Management can boost efficiency and reduce costs in your organization, contact us at info@nimbleevolution.com.

Nimble achieves Atlassian Cloud Specialization

Nimble Evolution, renowned for its market agility and innovation, proudly announces its official elevation to Atlassian’s Cloud Specialized Partner status. This achievement underscores Nimble Evolution’s ability to deliver quality services consistently within the Atlassian ecosystem, aiming to optimize client satisfaction and outcomes.

São Paulo, Brazil – February 23, 2024. Nimble Evolution, a Brazilian company specializing in IT solutions and recognized for innovation and agility within the Atlassian partner ecosystem, proudly announces its attainment of Atlassian’s Cloud Specialized Partner status.

This specialization solidifies Nimble Evolution’s expertise in Atlassian cloud tools such as Jira, Confluence, and Trello. The company also demonstrates proficiency in implementing, migrating, and supporting these tools, ensuring customers receive consistent service.

To achieve the Atlassian Cloud Specialization, Nimble Evolution underwent an evaluation process by Atlassian, showcasing technical knowledge in cloud tools and experience in implementation, migration, and support.

“Atlassian congratulates Nimble Evolution on their specialized practice in cloud solutions, as they have a proven track record in migrating operations and supporting enterprise-level use cases on the Atlassian Cloud platform,” said Ko Mistry, Atlassian’s Global Channel Chief.

Comprehensive and Customized Solutions for Your Cloud Journey

As an Atlassian Cloud Specialized Partner, Nimble offers a portfolio of services to assist companies in their adoption journey of Atlassian cloud. With this new recognition, Nimble is poised to:

  • Assess clients’ needs and recommend tailored solutions.
  • Implement Atlassian cloud tools quickly and efficiently.
  • Migrate data from legacy systems to the Atlassian cloud.
  • Provide training and support to end-users.

About Nimble Evolution

Nimble Evolution, formerly known as OAT Solutions, was founded in 2004. It operates across various segments and offers clients:

  • IT consultancy: Needs analysis, strategic planning, and selection of suitable solutions.
  • Solution implementation: Installation, configuration, and customization of software, including Atlassian products.
  • Custom software development: Tailored solutions to meet specific client needs.
  • Technical support: Specialized technical assistance for software and IT solutions.

In 2023, the company underwent a rebranding, changing its name to Nimble Evolution. This change reflects the company’s constant evolution and commitment to offering increasingly agile and efficient solutions to its clients.

Created by Nimble Evolution, MYDAS® is here to empower your organization to achieve optimal outcomes with Atlassian solutions.

Atlassian is globally renowned for its revolutionary tech solutions like Jira Software, Jira Service Management, Bitbucket, and Trello, which have become indispensable for streamlining processes. Therefore, maximizing the performance of each solution is crucial.

With frequent innovations and increasingly comprehensive solutions, Atlassian has experienced exponential growth compared to the rate of professional development. The market faces a shortage of experts, leaving companies that adopt these tools unable to fully leverage their potential.

As an integral part of the Atlassian ecosystem since 2009 and a Platinum Solution Partner, Nimble Evolution actively tracks the growth of the customer base and the challenges faced by the market.

Throughout this partnership, we have gained extensive experience in consulting, implementation, customization, and training across various Atlassian tools.

Our team holds certifications in key Atlassian tools and has a proven track record of helping companies from all sectors achieve their goals.

MYDAS® was developed based on our experience and interactions with clients who heavily rely on Atlassian solutions, understanding the market’s need for specialists.

MYDAS® goes beyond just support services, limited-time consultancy, or endless allocations.

Through MYDAS®, we bring together the best in four fundamental aspects for companies relying on Atlassian solutions:

  • Consultancy led by experienced and certified professionals.
  • Knowledge transfer to enhance client autonomy, including formal training.
  • Excellent support service.
  • Licensing Cost Optimization, upgrades, and renewals.

How does MYDAS® work?

Nimble Evolution takes care of your Atlassian environment by combining specialized consultancy, support, and training so that your teams can fully benefit from the Jira, Jira Service Management, Confluence, and other tools. In MYDAS®, we provide a dedicated Atlassian expert from the Nimble team, committed to supporting the understanding of your needs, planning, executing, and validating the necessary activities to optimize your tools.

Explore each service included in MYDAS®:

  • Consultancy: MYDAS® includes a package of dedicated hours from the Nimble team for consultancy and support in utilizing the brand’s tools. We emphasize team focus to reduce dependency on a specific consultant.
  • Knowledge transfer: Through MYDAS®, your organization gains access to training slots per month, granting entry to all courses in the NE1 program. This means that besides mastering Atlassian solutions, MYDAS® clients have free access to courses in Business Agility, Scrum, Kanban, Management3.0, and OKRs, among others.
  • Excellent support service: With MYDAS®, your organization will benefit from Diamond Support, the most robust option from Nimble Evolution to ensure flawless tool operation, continuous improvement, and professional development for those involved in tool operation/administration.
  • Licensing Cost Optimization: Total costs with salaries, taxes, and other labor expenses in Brazil can be quite burdensome for some companies compared to the output delivered by an in-house client team or, worse, by professionals who may lack the dedication required for excellent delivery.

On the other hand, MYDAS® represents a significantly high return on investment – by combining consultancy, training, and support for your organization – compared to other hiring alternatives.

Interested in learning more about MYDAS® and discovering the possibilities of the Atlassian universe? Get in touch or email us at info@nimbleevolution.com.