Key Triggers For ITSM Transformation 

 

The complex implementation, upgrades, and ongoing maintenance of IT Service Management (ITSM) have led to significant challenges, including accumulated technical debt due to excessive customization. This situation has resulted in a misalignment between development and operations teams, further exacerbated by insufficient integration with internal project management tools. Additionally, there is limited visibility and collaboration across the organization, alongside a pressing need to purchase additional modules to onboard business teams effectively. This has raised concerns about overpaying relative to actual usage, particularly as investments in monitoring tools come with high integration costs. Addressing these issues is crucial for optimizing ITSM efficiency and enhancing overall organizational performance.

 

Our Approach for ITSM Transformation

 

To create a single unified Atlassian platform for all teams, we implemented Jira Service Management (JSM) alongside Device42 for advanced asset management. This initiative streamlined and optimized existing ITSM processes across the organization by adopting a phased approach to migrate to JSM. In Phase 1, we focused on core ITSM functions such as service requests, incident management, change management, and asset management. Phase 2 expanded the platform to include 11 business teams, encompassing HR, Data, Legal, Finance, and more. We leveraged out-of-the-box integrations with monitoring tools like Elastic and established custom API integrations with our endpoint management tool, Intune, enhancing our operational capabilities. Additionally, the platform’s footprint included Confluence for knowledge management, Jira for development and third-party teams, and Bitbucket for continuous integration and deployment, ensuring a cohesive and efficient workflow across the organization.

 

Need to retain last “2 years” data for Regulatory & Compliance Requirements

Our Data Migration Masterplan

 

Our data mapping strategy focuses on field optimization and thorough mapping of work categories and workflow statuses to ensure a seamless migration process. We have developed a robust execution strategy that includes migration trials aimed at precision, allowing us to identify and address potential issues before full implementation. To minimize downtime, we prioritized data migration by separating non-critical components, such as attachments, for later transfer. This approach not only streamlines the process but also enhances overall system efficiency. Additionally, we implemented rigorous data migration validation and reconciliation processes to ensure data integrity and consistency throughout the migration, ultimately leading to a successful transition with minimal disruption.

 

Navigating the Challenges 

Challenges Encountered  How did we overcome? 
  • Legacy system challenges leading to migration complexity issues inc. data structure (fields, workflows, work category), user group 
 Mapping of data between existing platform and JSM prior to migration, custom field for historical data
  • Stakeholder alignment and buy-in (Head of multiple Business teams)
 Organisational Change Management  

  • Key stakeholders involved in requirement gathering workshops and decision making 
  • Endorsement from security team
  • Adoption resistance from end users and business teams 
  • Tailored training program conducted to end users and admins 
  • Quick Reference Guides (for end users)

Integrations with Other Systems

 

 

Continuous Improvement is key

 

We established a continuous feedback loop to enhance our ITSM processes, introducing problem management to effectively address audit recommendations. This initiative included the integration of new features such as a chatbot and the development of additional custom reports to improve user experience and operational insights. To further bolster our capabilities, we upgraded from JSM Premium to the JSM Enterprise edition, allowing for support across multiple sites and access to Atlassian Analytics. Ongoing maintenance efforts are focused on incorporating new platform capabilities as they become available, ensuring that we stay aligned with evolving business needs. Additionally, we have a dedicated iZeno team providing managed services, ensuring our ITSM framework remains robust and responsive to our organization’s requirements.

 

 

“The implementation service rendered by iZeno was professionally executed and delivered. We are greatly satisfied with the overall commitment from the iZeno team providing utmost quality of works and best responsiveness throughout the engagement” –Senior Project Manager (Customer)

 

About iZeno

iZeno was founded in 2003 to provide enterprises with the best-in-class technology solutions they need to keep their business running seamlessly. With a team of 180+ in-house innovators, we have delivered over 500 Enterprise Solutions, implemented and optimized to enable smarter insights. Our team draws on industry experiences in accomplishing a portfolio of mission-critical applications, integrating AI & Machine Learning, DevOps, ITSM, Cloud, CRM & CX, Data Analytics and other leading technologies with our clients’ existing IT frameworks. 

With a leading presence in the region, headquartered in Singapore and operations in Malaysia, Indonesia, Thailand, and the Philippines, no project is too complex for us, and our team is always ready for new challenges.