TECHNOLOGY INTEGRATIONS
& PARTNERSHIPS
- Atlassian
- AWS
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- Tempo
- Carahsoft
- ...and more!
A Leading Global Logistics Company Partners with Isos Technology for Strategic Guidance and Technical Expertise to Support a ServiceNow to JSM Migration
90k
customers
450k
contract carriers
10k
pages migrated
Project Snapshot
- The company had a large, complex ServiceNow instance, had invested heavily in customizations, and was looking to streamline, simplify, and reduce costs.
- The IT team was highly technical and could do the bulk of the implementation work themselves, but they needed strategic guidance and tactical support for complex issues.
- Isos Technology developed custom scripting that enabled the logistics company to determine who within their organization could escalate incidents to major incidents.
- Isos Technology provided strategic guidance and technical support to help the logistics company migrate their Microsoft Azure CMDB to Assets using AQL.
- Isos Technology successfully migrated more than 10,000 knowledge base articles and associated data to Confluence, so the team was up-and-running on day one.
- After a successful launch, the company now has a single, integrated service desk with a native knowledge base; maintains fewer customizations; and realizes cost efficiencies.
Our client
This leading logistics company provides solutions for companies worldwide, addressing logistics challenges across various industries, from simple to complex. With over 90,000 customers and 450,000 contract carriers on their platform, they rank among the world’s largest logistics platforms.
Challenge
The logistics company had been using ServiceNow for approximately 15 years. While the solution had quite a bit of functionality that the company was paying for but not using, it was lacking in some areas, so the company had invested heavily in both time and resources to build and maintain customizations and integrations with third-party tools. As the date to renew their ServiceNow license approached, they saw an opportunity to move to a more straightforward, less complex solution, with greater native functionality, that would be less costly, easier to manage, and would enable them to work more efficiently.
After evaluating Jira Service Management (JSM), the logistics company’s IT team determined it would be a good fit. The team was highly technical, and their intent was to do the bulk of the hands-on implementation themselves. However, they were new to JSM, and recognized they could benefit from strategic guidance to ensure that they were incorporating best practices and optimizing the system for efficiency. They also anticipated they would need some tactical guidance and hands-on support in areas where they did not have internal expertise.
While this was primarily a new instance, the logistics company had a massive, purpose-built knowledge base with more than 10,000 pages, many with associated attachments, links, tags, and other data. The content within those pages drove critical processes that the company relied on for day-to-day operations, so it was essential that everything be migrated to JSM intact and they be up-and-running immediately after the new JSM service desk was live.
Solution
Isos Technology served as a strategic advisor throughout the project, supporting the logistics company’s IT team with best practices and tactical support. When uncommon and technically challenging situations arose, Isos Technology leveraged specialized expertise from within their broader team to troubleshoot and resolve these issues. In addition, as an Atlassian Platinum Partner, they were able to escalate questions directly to Atlassian when needed to expedite resolution.
For example, when the logistics company needed to limit who on their team could access the toggle that enables service desk agents to escalate an incident to major incident status, Isos developed custom scripting to resolve the issue. And when the company was ready to import their Microsoft Azure CMDB to Assets, Isos Technology provided strategic guidance and specialized tactical support in how to best use Assets Query Language (AQL) to bring the information over.
Because of the scale and complexity involved in migrating the logistics company’s custom knowledge base to Confluence, Isos Technology took the lead and dedicated a resource to it. The knowledge base had more than 10,000 pages, each with tags, links, and attachments that drove day-to-day processes and procedures. Isos developed custom scripting and did the bulk of the heavy lifting to ensure that every page was imported with all its associated data intact.
Results
A timely, successful launch: The leading logistics company had a successful go-live with no issues related to the service desk itself or the thousands of knowledge base articles that were imported into Confluence. All processes that relied on those pages were up-and-running.
A single, integrated system: Their original help desk was broken up around ServiceNow, but their new consolidated service desk with a knowledge base tied in makes it easier to send documentation to customers in order to support them.
Simplified system management: Because of JSM’s comprehensive native functionality and flexibility, the logistics company had to build fewer custom solutions, and can dedicate the time they would have spent maintaining them to other critical tasks.
Cost efficiencies: Not only does the company now benefit from significantly reduced licensing fees, they realize further cost efficiencies related to managing their system, particularly around maintenance.
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