When a legacy ITSM platform becomes too expensive, too slow, and too rigid, something has to give. That’s why Axpo — Switzerland's leading energy company — decided to migrate 4,000+ users to Jira Service Management in just 4.5 months. The hardest part of that transition? Learning that copying old processes into a new tool doesn’t always translate.

Hear how Axpo tested its legacy-platform exit against real workflows, made difficult tradeoffs during a greenfield rollout, and built enough momentum for other parts of the business, including HR, to follow. Its IT platform is now evolving into a Service Engineering Platform, with CMDB schemas, SLAs, and routing rules versioned in Git and deployed through continuous integration and delivery.

This is an honest, in-progress account that covers the technical debt and limitations that surfaced along the way, as well as the path ahead toward AI agents and infrastructure as code.

Key takeaways:

• How to validate a legacy platform exit against real workflows before committing the business case
• Discover how to navigate the tradeoffs and technical debt of a 4.5-month migration
• How to transform Jira Service Management into an engineered platform by managing CMDB schemas, SLAs, and routing rules as code via CI/CD