TECHNOLOGY INTEGRATIONS
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- Atlassian
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- Carahsoft
- ...and more!
An Online Job Search Platform Partners with Isos Technology to Replace ServiceNow with Jira Service Management
400
agents seamlessly migrated to JSM
30
support teams gained greater efficiency
250M
unique, online visitors served
Project Snapshot
- The company had more than 400 agents and 30 support teams using ServiceNow as their ITSM solution, leading to an overly complex and expensive system that they wanted to simplify.
- The company was looking for a more cost-effective and financially sustainable solution, as they did not want to renew an expensive ServiceNow contract.
- The company was already using Jira and Confluence and decided to consolidate its solution stack around Atlassian tools and work with Isos Technology to move to JSM.
- In less than a month, Isos implemented a primarily out-of-the-box JSM cloud instance, with two simple forms and some light automation
- The new, simplified system was rapidly adopted, with both service agents and customers providing positive feedback due to the simplified customer portal and processes.
Case Study
This online job search platform stands as the #1 job site worldwide, with more than 250 million unique visitors each month. The company provides job seekers in more than 60 countries with free access to millions of jobs from thousands of companies and drives millions of targeted applicants to jobs in every field.
Challenge
The company had more than 400 agents and approximately 30 different support teams using ServiceNow as their ITSM solution. The company’s support teams handle everything from general IT and systems administration to procurement and vendor account management and even have a team dedicated to triaging tickets submitted to the system. Over time, ongoing customization meant the system configuration and processes had grown increasingly complex, making it challenging for agents to complete work. The portal was equally complex for customers to navigate and made submitting tickets confusing. The company recognized that there was an opportunity to simplify and consolidate processes, allowing them to improve internal and external user experience.
In addition, the company was already using Jira Software and Confluence and had determined that further investment in the Atlassian solution set was the best strategic path forward. Although the company was running Data Center versions of those tools, they knew that a move to cloud would be required for their long-term business plan to be successful. The company was looking for a more cost-effective and financially sustainable solution, as they did not want to renew an expensive ServiceNow contract.
The company had a pre-established managed services agreement with Isos Technology, and the two companies had been having ongoing discussions about consolidating their solution stack around Atlassian and simplifying their ITSM processes. However, the company was heavily invested in ServiceNow and had made significant customizations, so transitioning to Jira Service Management (JSM) represented a major departure from the way they had been working for many years.
Solution
After many in-depth conversations between the company, Isos, and Atlassian, the company decided to transition from ServiceNow to JSM, and they turned to Isos to implement their new solution. The company’s new JSM Cloud instance had to be up and running within a month, in order to avoid unnecessary costs from their previous solution and unwanted downtime. Because of the short timeline, the two companies determined the best approach was to stand up a straightforward, primarily out-of-the-box instance with little customization, then iterate and add functionality and automation over time based on agent, user feedback, and need. In addition, the company saw this as an opportunity to audit and optimize processes as we helped to build out their new solution. They determined it was not necessary to migrate old data or recreate old processes, and wanted a completely fresh start and a simplified approach.
While the timeline was quick, it was achievable due to the straightforward approach, as well as how simple it is to spin up a JSM Cloud instance. Isos initially set up an out-of-the-box JSM instance, with an easy-touse portal where customers could go to submit tickets. The initial implementation had only two forms that the company’s team would manually triage at first. Isos also created a handful of custom fields and added automation to streamline the routing of triaged tickets to the correct support team.
Results
Fast time to value: - Isos was able to implement the new system in just a few weeks, so the company could quickly begin benefiting from their simplified portal and processes.
Rapid adoption: The straightforward, easy-to-use, and greatly simplified system meant both agents and customers could quickly get up to speed and ensured rapid adoption.
A more cost-effective model: The company benefits from significantly reduced costs related to licensing fees and system maintenance when compared to ServiceNow.
Enhanced scalability: - The company is now well-positioned to build on existing functionality and strategically scale usage as business needs arise.
"Working with Isos on the ServiceNow to Jira Service Management transition was a great experience. They provided top-notch service, met our tight timelines, and delivered outstanding results. We are happy with their level of professionalism and expertise."
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