When a legacy ITSM platform becomes too expensive, too slow, and too rigid, something has to give. In this session, you'll hear how one team migrated 4,000+ users to JSM in just 4.5 months — and what they learned when they realized staying close to old processes wasn't enough. From that foundation, JSM expanded beyond IT into HR, Procurement, Facilities, and subsidiaries across Europe, evolving into a full Service Engineering Platform where CMDB schemas, SLAs, and routing rules are versioned in Git and deployed through CI/CD. This is an honest look at a transformation still in progress — covering real decisions, real tradeoffs, and a clear-eyed path toward AI agents and Infrastructure as Code.