Digital transformation on the Roads: increasing efficiency and scalability in highway management

In a scenario where highway management in Brazil becomes increasingly complex and vital for economic development, one of the leading companies in the sector, responsible for managing over 3,000 kilometers of roads, faced the challenge of keeping pace with its exponential growth using a service management tool that no longer met its needs.

The Challenge
The company was using a limited service management tool that did not offer the customization and scalability necessary to keep up with its rapid growth. With the expansion of its operations and the growing complexity of internal processes, the need for a more robust and flexible solution became evident.

The Solution
Nimble Evolution was chosen as the partner to lead the implementation of Jira Service Management, a market-leading platform known for its customization capabilities and process adaptation. The project was not just a migration or implementation of new systems but a true process reengineering, aligning Jira Service Management functionalities with the client’s specific needs.

Implementation Process
The implementation process was carefully planned and executed over four months. During this period, Nimble Evolution’s team worked closely with the client, holding daily meetings and delivering small weekly increments, adjusting solutions as new needs emerged. This agile approach allowed solutions to be developed, tested, and refined in real time, ensuring fast and efficient delivery.

Results Achieved
The implementation of Jira Service Management brought immediate and tangible benefits to the highway management company. Among the main results were:

• Speed and Traceability: The new solution provided greater speed in incident and request management, as well as enhanced traceability, ensuring that all processes were rigorously followed.
• Data Security: With Jira Service Management, data security was significantly enhanced, increasing the company’s confidence in its daily operations.
• Continuous Improvement: The company not only solved its immediate problems but also positioned itself for continuous improvement, with the integration of the CMDB tool into Jira Service Management, enabling the connection between assets and incidents.

Market Impact
With the new solution, the company significantly improved its operational efficiency, which strengthened its competitive position in the market. The positive post-implementation experience highlighted the importance of a scalable and customized solution to meet the demands of such a dynamic sector as highway management.

Next Steps
The company is already planning to expand the use of Jira Service Management beyond ITSM processes, aiming to integrate and optimize business areas through Enterprise Service Management (ESM). With continuous technical support from Nimble Evolution, the client continues to evolve the product, with new sprints planned for the future, reaffirming its commitment to innovation and operational excellence.

This case demonstrates how customization and adaptation to the client’s specific needs are crucial for the success of large-scale implementations, as carried out by Nimble Evolution.