Unification, Governance, and Agility with a Focus on User Experience

One of the largest Brazilian companies in technological solutions for fleet management faced limitations with its previous ITSM platform. The use of GLPI could no longer keep up with the company’s growth, hindering process efficiency, user experience, and adaptability to organizational needs.

The Challenge

The company needed a modern, flexible, and user-centric solution that would consolidate service channels, restructure offered services, establish clear governance, and increase automation and operational control. The migration had to be fast, precise, and ensure high adoption among teams.

The Solution

With consulting from Nimble Evolution, the company successfully migrated from GLPI to Jira Service Management in less than three months. The project followed ITIL best practices, ensuring a smooth transition, team engagement, and effective adoption of the new platform.

Success Factors

• Definition of a new service catalog focused on clarity, usability, and organization by request type

• Intelligent triage and automatic routing to resolver groups and queues, optimizing resolution time

• Structured SLAs and operational dashboards, providing better visibility and control

• Process automation without plugin dependency, increasing scalability and reducing complexity

Results Achieved

• Unified service channels, centralizing all communication on a single platform

• Strengthened IT governance with well-defined workflows and clear service rules

• Improved user experience with more accessible, responsive, and standardized services

• Reduced response time and increased operational efficiency through controlled SLAs and effective automations

Business Impact

The new platform raised the maturity level of the company’s service management, making processes more predictable, measurable, and value-driven. The adaptability and scalability of Jira Service Management enabled fast and sustainable progress.

Next Steps

With a solid foundation in place, the company now plans to expand Jira Service Management to additional service areas, driving further integration, automation, and stakeholder value.

This case demonstrates how a well-planned, user-focused migration can transform service management and position IT as a key driver of organizational innovation.