ServiceNow to Jira Service Management Migration

The Challenge

Many organisations adopt ServiceNow expecting a robust ITSM platform, only to discover excessive complexity, high licensing and support costs, and rigid workflows that are difficult to adapt. These challenges create bottlenecks in service delivery and limit the agility of IT teams.

Common issues include:

• Slow delivery cycles caused by bloated setups and legacy workflows.
• High operational overhead for even small configuration changes.
• Expensive licensing and support costs with limited flexibility.
• Poor integration with the wider tool stack.
• Difficulty shifting from legacy processes to modern service models.

As a result, IT teams are left reactive, constrained, and unable to scale service quality effectively.

The Solution

Elegance Group delivers a structured migration path from ServiceNow to Jira Service Management (JSM), transforming a complex, high-cost platform into a streamlined, agile service environment.

Discovery & Design

Every engagement begins with listening, then designing. Our discovery phase is built to uncover both surface-level needs and deeper structural opportunities.

• Tooling Assessment & Technical Proofs: We conduct detailed analysis of your existing ServiceNow setup: catalogues, workflows, integrations, user volumes, and policies. We then design safe, compliant migration pathways.
• SME Workshops & Service Mapping: In collaboration with service owners and subject matter experts, we map out the future structure, including changes to team groupings, resolver alignment, request channels, and knowledge base design.

Solution Delivery & Migration Planning

The agreed solution design is delivered iteratively in close collaboration with your stakeholders.

• Modular, Review-Driven Delivery: Each solution stream, such as requests, incidents, or changes, is built as a baseline and reviewed through UAT. Customer champions can preview solutions in a live environment prior to launch.
• Migration Development: Source data is mapped and tested for import into JSM. This includes users, tickets, fields, attachments, and CI or object data. We work closely with your technical teams to ensure user alignment, SSO setup, access controls, and licensing are fully enabled.
• Integration Planning: Messaging cutovers, identity integrations, and external system connections are aligned and tested early to ensure a smooth and uninterrupted transition.

Cutover, Training & Hypercare

• Cutover Planning & Execution: Detailed migration runbooks guide the go-live process. Timing is coordinated with all stakeholders, and rollback plans are defined. Where appropriate, cutovers are completed with minimal or zero downtime.
• Training & Enablement: Solution-specific training and usage guides are delivered at the right time to keep teams prepared and confident. Agent-focused videos and resolver walkthroughs complement system-wide onboarding.
• Hypercare & Ongoing Support: After cutover, we provide a focused hypercare period to quickly resolve issues, unblock teams, and fine-tune the platform. We embed direct support via instant messaging and monitor queues within your tools for real-time responsiveness.
• Beyond Go-Live: Once the solution is stable, we help establish governance frameworks, identify improvement opportunities, and provide expert recommendations for leveraging upcoming features and capabilities.

The Value

Migrating from ServiceNow to Jira Service Management delivers measurable benefits:

• Cost savings: Reduced licensing and administration costs without sacrificing capability.
• Simplified operations: Easier configuration, faster time to value, and reduced support overhead.
• Empowered teams: Service owners manage and improve their processes directly, without needing specialist developers.
• Improved user experience: Modern self-service portals and streamlined workflows improve satisfaction for staff and customers.
• Adaptability: A flexible platform that evolves with your business needs, rather than restricting them.

By adopting Jira Service Management, organisations move away from heavy, complex ITSM platforms and gain an agile, cost-effective service solution that scales with their growth.

Ready to make the switch? Contact us to discuss how this migration can work for your organisation.