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Implementation of Jira Service Management (JSM) Premium for ITSM Transformation in Marketing Company

itransition.com

Advertising & marketing

Information technology

Challenges with Legacy ITSM System

The client's outdated SAP Solution Manager lacked customization capabilities, failed to integrate with existing tools (Jira, Confluence), had no analytics/reporting features, and required migration from on-premises infrastructure. These limitations hindered adoption of ITIL best practices and created operational inefficiencies.

About the Client

A digital marketing company providing IT services to small and medium-sized businesses across multiple industries

Objectives of ITSM Transformation

Replace SAP Solution Manager with Jira Service Management Premium
Integrate ITSM workflows with existing Jira and Confluence systems
Implement automated reporting and analytics capabilities
Transition to SaaS-based cloud solution for reduced maintenance costs
Improve incident resolution rates to meet 93% SLA targets

Core ITSM System Requirements

Customizable JSM workflows aligned with ITIL practices
Multi-source incident tracking (portal, email, phone)
Automated user attribute population via Azure AD integration
Team-based assignment queues with collaborative workflows
Custom issue types for task delegation and approval delegation
Knowledge management system with solution categorization

Technology Stack Preferences

Atlassian Jira Service Management Premium

Azure Active Directory

Atlassian Marketplace plugins

System Integration Requirements

Jira Software
Confluence
Azure Active Directory
Email systems

Non-Functional Requirements

Cloud-native SaaS architecture
Role-based access control (RBAC)
License cost optimization mechanisms
High availability and scalability
Automated workflow performance monitoring

Expected Business Impact

Implementation of JSM Premium is expected to achieve 93% incident resolution SLA compliance, reduce license costs by 15% through optimization, streamline cross-team collaboration via integrated workflows, and enable data-driven decision making through automated analytics while supporting the organization's cloud transformation strategy.