ITSM Webinar: Start bringing visibility to your systems with Jira Service Management and Insight. Watch it now on demand..


Capital Markets Powerhouse Makes the Transition from ServiceNow to Jira Service Management in Just 2 Months.

The Result

  • 80% Reduction in Costs
  • High user satisfactionŠ
  • A scalable platform


Need for innovation requiring modern ITSM solution

The last few years have seen rapid changes to the competitive landscape for securities exchanges. Increased competition and cyclical downturns have applied pressure to this industry’s profitability. Increasingly, exchanges react with mergers to widen their business model and expand their operations beyond national boundaries.

This changing landscape led to increased pressure on our client’s IT department, which had to continually innovate to keep up with the competition – while adapting to a shifting regulatory and political landscape and integrating a regular stream of international acquisitions.

This client had been using ServiceNow as its central ITSM platform for several years, but the platform required a continuous and significant investment in day-to-day maintenance. This maintenance took up precious time that could be better spent on strategic initiatives. As the company acquired new international subsidiaries and its processes evolved, the tool’s lack of adaptability impeded the department’s ability to execute.


Successfully execute an 8-month transformation in just 2 months

Following a tendering exercise, Jira Service Management was selected as the new ITSM platform. It was chosen primarily because of its adaptability, ease of maintenance, and quick time-to-value. Valiantys was chosen as the implementation partner.

Time was, however, of the essence; there were only a few weeks left until the expiration of the current platform’s license. The joint project team between Valiantys and the client quickly established a plan to compress the typical 8-month transition into just two months.

Adding to this challenge, the client required that all historical ticket and asset data be migrated, that integrations be enabled with Nagios, Redmine, and Workday, and that several ITIL processes be refreshed. The ITIL processes in scope were:

  • Incident Management
  • Problem Management
  • Service Request Management
  • Knowledge Management
  • Risk Management
  • Asset Management & CMDB

1 5 , 0 0 0


2 0 0 , 0 0 0


1 , 3 0 0

Knowledge base records

A pragmatic and collaborative operation

The client and Valiantys agreed on an extremely pragmatic approach: while not everything would be perfect by launch, by dividing the work across multiple streams working in parallel, the transition could be completed by the deadline.

Some of the early decisions which made a significant contribution to the project’s success included:

  • Careful onboarding of the relevant teams
  • A pragmatic approach to renovating processes
  • Collaborative building & testing
  • Emphasis on data management over data migration
  • Multi-tiered communication plan for the project team, IT, and the wider business
  • Early focus on user adoption

The most challenging part of the project was data migration, with 15,000 assets, 200,000 tickets, and 1,300 knowledge base records.

Ultimately, a highly collaborative relationship between partner and client made the difference, allowing for completion from discovery to production in 8 weeks. Strong project management from Valiantys, strong executive sponsorship from the client, and proactive stakeholder management from both were key to the successful delivery.


This is a great achievement. In addition to delivering great savings, Jira Service Management is a versatile tool, and we look forward to seeing its use extended to many parts of the organization.

Chief Operating Officer

Reduced cost, Increased agility

  • Successful migration of 500 agents from ServiceNow to Jira Service Desk in 2 months. All previous functionality and data were transferred.
  • 80% reduction in 3-year Total Cost of Ownership, with a more modern and flexible solution that can grow as needed.
  • High levels of user satisfaction, thanks to efficient change management and training.
  • A scalable platform that can be expanded to provide process automation to teams across the business.

What’s next

The next step is replacing the Redmine issue-tracking tool, which will provide DevOps process integration and end-to-end value stream visibility.

Download as PDF
Cutted Triangle

Subscribe to the Valiantys Newsletter

Registered request ! Subscribing... This is not an email An error occured

In accordance with our privacy policy, we are committed to respecting your personal data.

Contact us

Our Atlassian certified consultants will be happy to answer you.

Join us

We're building the next dream team - Are you in?

Follow us

We use cookies for the operation of our website. This is to improve its use, to personalize your experience, and to compile visitor statistics. By continuing to use this site, you consent to this policy. You can manage the settings and choose whether or not to accept certain cookies whilst browsing. For more information, see our privacy policy. Our privacy policy

Privacy settings

In order to facilitate your navigation and to provide you with the best possible service, we use cookies to improve the site to the needs of our visitors, particularly according to the number of visitors. For more information, please read our privacy policy. Our privacy policy


Google reCAPTCHA is a system designed to distinguish humans from computers, so that bots are unable to maliciously fill out forms on behalf of a human being.

Tag Manager

These cookies allow us to employ data analytics via Google Analytics and Google Tag Manager so we can measure and improve the performance of our site and provide more relevant content to you. These cookies don't collect information that identifies a visitor down to an individual level that is available to us. These cookies are not passing personally identifiable information to any external third party other than in limited cases when we engage a service provider to act on our behalf but who is then unable to use the data for their own purposes.


Targeting Cookies: Targeting cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant advertising on other sites. They are based on uniquely identifying your browser and internet device. You can turn off the use of cookies for targeted advertising here. When the button is green, targeted cookies are on. When the button is red, targeting cookies have been turned off.

Social Media Cookies: These cookies are set by a range of social media services that we have added to the site to enable you to share our content with your friends and networks. They are capable of tracking your browser across other sites and building up a profile of your interests. This may impact the content and messages you see on other websites you visit. If you do not allow these cookies you may not be able to use or see these sharing tools.