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 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.
As a result of Isos Technology's efforts, the logistics company:
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