Stuck in ITSM Traffic

Imagine your legacy ITSM tool as a well-established, sprawling metropolis with a complex network of roads, bridges, and tunnels. It's a city that has grown rapidly, adding new infrastructure as the population demands. However, as the city expands, the complexity of navigating it increases. The roads become congested, the signage is confusing, and getting from point A to B can be a daunting task without a local guide or SatNav.

Enter Atlassian Jira Service Management (JSM). Think of JSM as the innovative public transportation system that integrates seamlessly with the existing cityscape. It's like introducing a fleet of high-speed trains, trams, and buses that are not only easier to access but also more cost-effective and efficient. JSM streamlines the journey through the metropolis, connecting disparate parts of the city with a user-friendly interface that simplifies the commute for everyone.

JSM enhances the usability of legacy tooling like ServiceNow, BMC etc. by providing a more agile and flexible way to manage service requests and operations. It's like having a smart transit card that works across all modes of transport, reducing the need for multiple, expensive passes. With JSM, organisations can deploy service desks quickly, integrate with software development teams, and provide a unified experience that drives productivity and satisfaction.

But let's be honest, many businesses may perceive it as difficult to transition from their legacy ITSM tools for several reasons:

1. Current State Complexity and Rigidity: Traditional ITSM tools can be rigid and complex, making them difficult to use and adapt to changing business needs. They often require different modules or add-ons for each team, which can create silos and hinder knowledge sharing. How do you navigate away from this or understand the current as is state
2. Perceived High Switching Costs: Organisations that have heavily invested in setting up their legacy ITSM systems over the years may face high switching costs. This includes customisations, configurations, reporting, integrations, and automation that are already in place.
3. Integration Challenges: Legacy tools may lack strong integration capabilities, especially with modern development tools. This can lead to disjointed workflows between development and IT teams, reducing efficiency and visibility. They may have had to invest large numbers in creating this integration themselves...
4. User Adoption: ITSM managers and admins who are accustomed to their existing tools may view new ITSM solutions as a threat to their career, leading to resistance in adopting new systems.
5. Deployment and Maintenance: Legacy ITSM tools can be costly and time-consuming to deploy and maintain, often requiring a team of expensive consultants. This can make the transition to a new system seem daunting.
6. Loss of Familiarity: Teams may be reluctant to move away from tools they are familiar with, fearing a loss of productivity during the transition period.
7. Fear of Disruption: There may be concerns about the potential disruption to business operations during the transition to a new ITSM platform.

But what are the upsides of that we are looking to achieve...

1. Cost Savings: Organisations like Saint-Gobain experienced significant cost savings by switching to JSM, with a 70% reduction in licensing costs and further savings expected due to streamlined workflows between development and IT.
2. Improved Workflows: The integration of JSM with legacy tools can lead to more efficient processes. For example, Saint-Gobain reduced turnaround time on certain processes by up to 50%.
3. Enhanced Collaboration: JSM facilitates better collaboration between teams, such as Dev and Ops, and across different departments within an organisation. This was evident in the case of ISS World A/G, where the adoption of JSM led to organic adoption across various teams.
4. Increased Visibility and Control: Real-time data and visibility provided by JSM can inform better decision-making. ISS World A/G, for instance, experienced a reduction in incident resolution time and streamlined change management.
5. Scalability: JSM offers a scalable solution that can start small and expand as needed, as demonstrated by ISS World A/G's use of JSM for a global change management platform.
6. Ease of Use and Integration: JSM is known for its modern interface and ease of integration with other Atlassian products, which can simplify administration and support holistic workflows.
7. Quick Time-to-Value: Organisations have reported that JSM can be quickly implemented and provide a return on investment in a short period.
8. Flexibility: JSM's adaptability allows it to meet the needs of various teams within an organization, as highlighted by Finish Line's use of JSM across multiple departments.

These benefits show that JSM can complement and enhance the functionality of legacy tools, leading to improved efficiency, cost savings, and better collaboration within organisations.

So if you want to create High Velocity ITSM but are stuck in legacy tool traffic...

...Jira Service Management makes these tools more usable in the modern world by acting as the connective tissue that simplifies navigation through the complex city of enterprise service management, ensuring that every citizen – or in this case, every user – can reach their destination with ease and efficiency.