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When a leading global logistics company with more than 90,000 users and 450,000 contract carriers on its platform needed to migrate from ServiceNow to Jira Service Management (JSM), they turned to Isos Technology for help. Isos provided both strategic guidance and hands-on, tactical support.
The Challenge
The logistics company had been using ServiceNow for 15 years and had heavily customized it, both to meet a number of specialized use cases and to support custom integrations. This made maintaining the system overly complex and time consuming. Plus, it was costly, and they were paying for functionality they weren’t using. The company had also built a custom knowledge base with more than 10,000 pages and masses of associated data that drove critical, day-to-day processes. The enormity of the effort involved in migrating it prevented them from moving to a solution that was a better fit.
When their contract came up for renewal, they knew it was time to make the switch to a more flexible, less costly, and equally powerful solution—Jira Service Management.
The Solution
The company’s internal Atlassian admin team was highly technical and planned to do the bulk of the hands-on implementation themselves. But they were new to JSM and needed a supportive partner. Throughout the implementation, Isos provided strategic guidance around incorporating best practices and optimizing the system for efficiency and tactical expertise to overcome complex, uncommon technical challenges. Isos also developed custom scripting to support unique permissions parameters and assigned a dedicated resource and developed custom scripting to migrate all 10,000 pages, including tags, links, and attachments.
The Results
As a result of Isos Technology's efforts, the logistics company:
- Launched on time with no issues related to the service desk itself or the thousands of knowledge base articles that were imported into Confluence.
- Spends much less time building and maintaining custom solutions and integrations, so they have more time for other, more critical tasks.
- Not only saves on licensing fees, but also realizes cost efficiencies related to managing their system.
Interested in learning more about how Isos Technology partnered with a leading logistics company to migrate from ServiceNow to Jira Service Management?
Download the case study!
