Close this search box.
August 29, 2023

Telecom Giant’s Journey from ServiceNow to Jira Service Management (JSM)

In a recent Atlassian Community event held in Bengaluru, Vishwajeet Singh, the Chief Technology Officer (CTO) of Amrut Software , took center stage to shed light on a remarkable transformation journey that a telecom giant underwent – a transition from ServiceNow to Jira Service Management (JSM). The event captivated the audience as he delved into the challenges faced, the solutions implemented, and the substantial benefits reaped by the telecom company.

Customer Challenges and Transition Necessities

The presentation began by highlighting the challenges the telecom giant encountered while using ServiceNow (SNOW). Flexibility, visibility to all stakeholders, and concerns about cost versus value were the primary obstacles faced. The company aspired for greater agility, cost-effectiveness, and a tool that would better align with its objectives.

Jira Service Management: The Solution

Vishwajeetᅠthen compared Jira Service Management (JSM) with ServiceNow, presenting the audience with a comprehensive breakdown. JSM's short implementation timeline, seamless integration with development tools like Jira Software and Bitbucket, transparent pricing, and all-inclusive management capabilities placed it in a favorable position against SNOW.

Unveiling JSM's Value Proposition

The CTO emphasized JSM's intuitive interface, flexible DevOps workflows, strong integration capabilities, and robust automation features. These elements collectively formed a compelling value proposition that resonated with the telecom giant's objectives.

The Journey of Implementation

The transition to JSM was nothing short of transformative. OurᅠCTO, Vishwa, narrated how the customer's JSM implementation adhered to ITIL standards for managing incidents, requests, problems, and change requests. Customized workflows seamlessly integrated with existing practices, while custom scripts catered to personalized solutions such as group assignee-based routing and automatic escalations.

The remarkable aspect? The entire project was executed and deployed into production within a mere three weeks.

Customer's Success Story

The journey's results were astounding. Jira Service Management became the nucleus of the telecom giant's service operations across multiple countries. Starting with 250 agents, the platform now supports over 1000, with further expansion opportunities. A plethora of marketplace apps are utilized, and the company processes more than 100 tickets daily.

Flexibility in Action

Vishwajeet illuminated JSM's flexibility through real-world examples. The platform efficiently managed group assignees based on geographical locations, implemented data restrictions and validations, sported a custom theme for enhanced aesthetics, and ensured field-level visibility – all catering to the customer's unique requirements.

Customer Benefits and ROI

The transformation yielded remarkable benefits. By embracing Jira Service Management, the client achieved industry-aligned speed, elevated customer support, tangible business value delivery, and maximum cost optimization. SLA management was significantly improved, and alignment among stakeholders across diverse countries was seamlessly achieved.

About Vishwajeet Singh

Vishwajeet Singh, a seasoned professional with a decade-long history in entrepreneurship and technology leadership, holds the position of COO & CTO at Amrut Software. With a background in setting up global delivery platforms, his expertise in the Atlassian ecosystem spans over a decade, making him a recognized figure in the field.