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Implementation of Jira Service Desk Cloud with ServiceNow Migration and Workflow Automation for IATA

itransition.com

Business services

Transportation

Information technology

Challenges in IT Service Management Modernization

Legacy ServiceNow system caused integration complexities with Atlassian tools, high licensing costs, and inefficient workflows. Limited sandbox capabilities hindered configuration testing, while SLA management constraints (30 vs. required 200) and manual administrative processes reduced operational efficiency.

About the Client

Global trade association representing airlines, focusing on aviation standards, safety, and operational efficiency

Modernization Goals

Migrate ServiceNow data to Jira Service Desk Cloud
Reduce licensing costs through Atlassian ecosystem consolidation
Automate 110+ administrative workflows without custom plugins
Implement scalable SLA management (expanded from 30 to 160 SLAs)
Enable seamless integration with Active Directory, Confluence, and Jira

Core System Requirements

Multi-environment configuration management (test/production)
Custom Group Picker field with automated assignment
Regionalized IT catalog with Confluence-linked pricing data
Automated onboarding/offboarding processes with AD integration
Real-time SLA tracking with calendar-based escalation rules

Technology Stack

Jira Service Desk Cloud

Atlassian ecosystem

CSV data migration tools

System Integrations

ServiceNow (migration)
Active Directory
Confluence
Jira
Tricentis Tosca (testing)

Operational Requirements

Support for 300+ concurrent users across 344 assignment groups
99.9% system uptime SLA
Role-based access control for 1,500+ employees
Data migration validation with <0.1% error rate
Multi-region deployment capabilities

Expected Business Impact

Projected $200k annual license savings, 4.8/5 user satisfaction improvement, 60% reduction in manual administrative tasks, and 40% faster incident resolution through automated workflows. Enhanced SLA management capacity supports 160 SLAs with automated calendar synchronization for global teams.