In a scenario where health service management in Brazil is becoming increasingly complex, one of the largest health insurance cooperatives in the country faced the challenge of finding an ITSM tool capable of supporting growing demand and modernizing the management of IT services. With the need for a more robust, complete, customizable, and scalable solution, the cooperative chose Nimble Evolution as a partner to assist in the migration from Topdesk to Jira Service Management.

The Challenge

The cooperative was using a service management tool (Topdesk) that limited its ability to meet the emerging needs of its internal processes. The migration to a more robust and suitable solution became a priority to ensure operational efficiency and internal customer satisfaction.

The Solution

Nimble Evolution, a market leader and one of the largest Atlassian partners in Brazil, was chosen to lead the implementation of Jira Service Management. Nimble’s team, certified and qualified in the implementation, support, and maintenance of Atlassian products, used an agile approach to ensure a smooth and efficient migration.

Implementation Process

The project was divided into six sprints, totaling twelve weeks of collaborative work. During this period, the Nimble Evolution team migrated the service request and incident management processes, working closely with the cooperative to make real-time adjustments and corrections. Additionally, new processes, such as Change Management (GMUD), were implemented. This approach allowed the client’s needs and expectations to be quickly met.

Results Achieved

The implementation of Jira Service Management delivered significant and visible results for the cooperative. Key benefits include:

• Simplicity and Opportunity: Needs previously considered unachievable with older tools are now easily and efficiently addressed in Jira Service Management. An example of this is the GMUD process, which allowed the team to identify new opportunities for improving services offered by JSM.
• Data Security: The new solution provided a more secure environment for storing and managing sensitive data, increasing the cooperative’s confidence in its operations.
• Delivery Efficiency: Jira ensured that each process step was rigorously followed, resulting in higher quality delivery and greater internal customer satisfaction.

Market Impact

With the new solution, the cooperative is well-positioned for sustainable growth, knowing it has a scalable and customizable tool that can keep up with future demands. Collaboration between Nimble and the cooperative teams was crucial to the project’s success, enabling successful integrations with the market tools used by the company.

Next Steps

The cooperative plans to demonstrate the value of Jira within the organization, considering a future version upgrade to enable new features and facilitate IT asset management with Assets Management. With ongoing support from Nimble Evolution, the cooperative is committed to exploring new solutions within the Atlassian ecosystem.