If you’re considering moving off ServiceNow or rationalizing ITSM platforms, this session will show how Ernst & Young executed a global migration to Jira Service Management—and the business value they realized. We’ll cover the drivers behind the migration, the technical and organizational challenges encountered, and the strategies that enabled a successful transition. The session will highlight key lessons learned, best practices, and recommendations for other enterprises considering a similar move.

Key topics covered:

• Why Ernst & Young chose to migrate from ServiceNow to JSM: business drivers and expected outcomes
• Planning and executing a large-scale ITSM migration: approach, timeline, and stakeholder engagement
• Data migration challenges: mapping, transformation, and validation of ITSM records
• Process and workflow redesign: adapting ServiceNow processes to JSM’s model
• Change management: training, communications, and user adoption strategies
• Technical hurdles: integrations, automation, and platform limitations
• Post-migration outcomes: realized benefits, ongoing optimizations, and lessons learned

Business value / Outcomes for Ernst & Young:

• Reduced ITSM platform costs and increased flexibility
• Improved alignment between ITSM processes and Atlassian’s collaborative work management tools
• Enhanced reporting, automation, and integration capabilities
• Greater control over configuration and customization
• Empowered IT teams with a modern, user-friendly platform