Jura_ch_use_case

Migration and Standardization of IT Service Management

Migration and Standardization of IT Service Management

With the help of Communardo Switzerland's expertise, SDI pulled off a real feat - completing a major IT management system transformation in just 10 months! 

By completely replacing its old ITSM system with Jira Service Management and migrating all data, the SDI could standardize and scale their service offering with modern and sustainable features that are easily and intuitively accessible to all users.

The Challenge:

SDI’s IT department was facing a serious challenge: the IT Service Management processes that the team used were complex and fragmented, making it difficult to manage and evolve across multiple teams. As their platform licenses were reaching expiry, SDI decided to look for an alternative. They needed a new, better integrated, automated, and more user-friendly system to be deployed, which also formed part of a medium-term cost optimization strategy.

Adding to the challenge was the significant data migration necessary, including 18 types of CMDB objects and 64 distinct service requests, along with the need to clean up data and synchronize processes. Further, the new system had to be implemented within a stringent deadline as production had to be up and running before October to ensure operational continuity. All this in the middle of the summer period, where it was imperative to coordinate between multiple stakeholders, from Jira administrators to IT technical managers, to the end users.

Getting it right required clear communication, rigorous planning, and the right technological approach.

The Solution

Communardo Switzerland customized the migration and implementation approach, based on the following key areas:

Complete migration to Jira Service Management: Offering centralized management of incidents, requests and changes, with seamless integration of existing data.

Process standardization: Developing a consistent and standardized workflow that suited all teams and harmonized procedures.

Integration with Jira: Direct linking of support tickets to projects and issue tracking.

Data cleansing and CMDB optimizing: After the customer transformed and cleaned the CMDB data, 18 types of CMDB objects and 64 types of requests were migrated, improving data structure and quality.

Tailored customer portal: Deploying a customized internal portal with role-based access that was intuitive to use for the different user groups.

Integration with an existing public portal: Joint implementation of a REST API interface between Jira and the external portal for the Jura population.

Automated approvals: Changing the validation process to be based on Jira Assets, aligned with organizational requirements.

Efficient asset management: Automating traceability of IT equipment, users, sites, and administrative units, partially synchronized with the Active Directory repository.

On-time implementation: Launching production two weeks before the old ITSM system licenses expired, without any operational interruptions.

Benefits for the customer

  • A unified platform for incidents, changes, and requests, with complete process visibility.
  • Significant reduction in licensing and operating costs, compared to the previous solution.
  • Intelligent and automated resource management, with Jira Assets.
  • Harmonized service processes through standardized workflows.
  • User-friendly portal offering individualized access based on user role.
  • Improved collaboration between the Support and Development teams, through using integrated Jira software.
  • Accelerated return on investment through more agile changes and scalable infrastructure.
  • Complete process transparency through centralized data and reporting.
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Communardo Switzerland provided a professional, personal, and thoroughly successful experience, with the result meeting our expectations.

Despite a particularly demanding schedule, the rollout went smoothly, and feedback from the teams was unanimously positive. The impact was felt right from the start, with simplified tasks, streamlined processes, and a real gain in everyday comfort. The tool we implemented immediately proved to be a driver of efficiency. But what we remember most is the quality of our collaboration with Communardo Switzerland: a responsive, attentive, and committed team.

Vincent Schaffter, Project Manager

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SDIJU

About the Client

IT Department (SDI)
As the central IT body for the Canton of Jura, the SDI is responsible for providing digital services to both cantonal administration employees and the entire population of Jura. Its mission includes ensuring operational continuity, governing the technological infrastructure and managing IT assets, while coordinating support for all digitized business processes within the canton.

60 employees and 3,000+ clients

Delémont

Public administration

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