Challenge

MadeiraMadeira and its Governance team already had an established model for managing Jira Service Management (JSM). However, with a significant increase in demand for new initiatives and processes, combined with the expansion from an ITSM model to an ESM (Enterprise Service Management) model, the need for additional support to balance operations became evident.

The main challenge was to create an efficient schedule that could sustain existing products, kick off new projects, and deliver initiatives quickly without overburdening the current team. Achieving operational efficiency and balancing ongoing projects with new demands was essential for the success of this expansion.

Solution

Nimble Evolution was chosen as a strategic partner to drive new initiatives and transform MadeiraMadeira’s ITSM into a complete ESM solution. Through the MYDAS solution provided by Nimble Evolution, the teams collaboratively defined clear deployment strategies and a structured delivery timeline.

With this solution in place, the MYDAS Nimble team took responsibility for projects and initiatives related to ESM – Financial Shared Services Center (CSC). Meanwhile, MadeiraMadeira’s administrative team was able to focus on sustaining their ongoing processes. This strategic division allowed each team to concentrate on their specific areas of expertise, ensuring efficiency and quality in project execution.

Implementation Process

The implementation process was carried out both synchronously and asynchronously. Daily alignments were conducted to prioritize tasks and set expectations, with constant validation of delivered phases. This close monitoring ensured that every implemented stage was approved by MadeiraMadeira’s Governance team, maintaining full alignment with the company’s objectives.

The initial partnership with Nimble Evolution was structured within a 3-month timebox. During this period, Nimble took on the responsibility of implementing the Financial Shared Services Center (CSC) portal in MadeiraMadeira’s Jira Service Management. The Financial CSC integrates a wide range of services that serve various areas of the organization, such as:

• Financial activities
• Human resources
• Administrative support
• Customer service
• IT services

This approach enabled greater standardization, automation, and optimization of workflows, delivering direct operational benefits and improving service efficiency.

Current Journey

Today, MadeiraMadeira operates a consolidated ITSM model in the ESM format, with Financial Shared Services processes included in Jira Service Management (JSM). The partnership with Nimble Evolution remains ongoing, focusing on the continuous improvement of existing processes and the adoption of best practices in tools, market standards, and ITIL.

Through the MYDAS solution, efforts have been directed toward centralizing tools and enhancing platform usability, both for supplier-oriented systems and internal platforms. This approach ensures greater efficiency, integration, and an optimized experience for all users involved.

Marco Augusto Santinho – Atlassian Team Lead / Ronan Lima – Atlassian Consultant