Migrating Nephos Technologies' ITSM from Freshservice to JSM
Delivering a seamless migration from Freshservice to Jira Service Management for Nephos Technologies, with all the cost savings, customisations, and integrations to meet their needs.
Requirements at a glance
Nephos wanted a bespoke solution to meet its specific needs, which included:
- A more cost-effective ITSM tool – Freshservice was too expensive
- A solution that could grow and adapt with the business
- An ITIL-aligned solution to support service management
- The ability to import open tickets from Freshservice to JSM
- Ops configuration in JSM
- Integration with Logic Monitor for alert management
- Integration with Continuum (Nephos’ own solution) for ticket intake
- Confluence – to use as a knowledge base
- Asset management capabilities
- JSM admin training
Industry: Technology
Atlassian stack users: 70
Adaptavist apps: Scriptrunner Connect
Other technology: Logic Monitor, Continuum
Atlassian products: Jira Software Premium Cloud, Jira Service Management (JSM), Confluence
Summary
Nephos is an independent specialist in data integration services, serving some of the world’s largest organisations to better store, manage, and govern their data. Whether integrating a client’s own systems using Continuum – Nephos’ own management platform – or other solutions like Big ID, Nephos helps companies structure and understand their data and ensure compliance.
Faced with the challenge of finding a more cost-effective replacement for its existing ITSM solution, Freshservice, the Nephos team settled on Jira Service Management (JSM). But with a tight turnaround and a lack of expertise in-house, they needed a solution partner to help with configuration, migration, and implementation.
Why they chose Adaptavist
After deciding to move to Jira, Nephos’ IT team tried to do the configuration themselves, but quickly realised “there are layers on top of layers”. They needed the expertise. After searching in the Atlassian Marketplace, they chose Adaptavist above a few other vendors.
“The amount of information that Adaptavist garnered out of us was far greater than the details that other vendors went into,” said Jade Findley, Business Transformation Consultant at Nephos. “I was more confident that the pricing Adaptavist provided would deliver on time and to schedule.”
I had confidence that you had a greater understanding of how to deploy this platform in a way that we needed it to be deployed, rather than an out-of-the-box solution, which might not fit our needs and then require us to spend even more money getting it right.
Jade Findley
Business Transformation Consultant, Nephos Technologies
The challenges
Time and money
Nephos wanted a more cost-effective solution to handle all its ITSM needs. But time was of the essence – with a short turnaround before they needed JSM to go live.
Migration complexity
Making the move from Freshservice to JSM proved harder than Nephos had originally predicted. A lack of in-house expertise meant configuring JSM to meet its needs required an experienced solution partner.
Integration issues
Freshservice didn’t have the integration capabilities Nephos needed to serve its customers effectively and provide efficiency for its teams, who were having to work across multiple systems.
We had Freshservice and it was clunky. It wasn't being used properly. And more importantly, it couldn't integrate with anything. We wanted to be able to integrate it across all our platforms and potentially, going forward, with our customers’ ITSM systems. That was our biggest driver, the ability to integrate with multiple systems.
Jade Findley
Business Transformation Consultant, Nephos Technologies
The solution
We recommended a multi-phase approach to implement JSM, helping Nephos meet its goals on time and on budget.
Phase one
We focused on implementation and migration from Freshservice to JSM and integration with Nephos’ own product, Continuum to handle requests for Nephos’ clients, covering key ITSM functions, including service request management, incident management, change management, and problem management. This involved customisations to JSM’s out-of-the-box configurations. We migrated all open tickets from Freshservice to JSM to ensure continuity. And we also provided Nephos with useful ‘How to’ documents and demos to support adoption.
Phase two
This phase included migrating from Standalone OpsGenie to JSMOps, setting up robust event management and on-call scheduling. We also established asset management and trained Nephos’ administrators to maintain these configurations moving forward.
We wanted a like-for-like replacement to be able to record incidents and give customers the ability to raise service requests on their own platforms. We needed to be able to escalate an incident to a problem; record change records; record, track, and report on our projects; and a workflow to support all of that because some of our transactions need to be approved. We also eventually wanted to build out Confluence so that we could start feeding the knowledge base into the system for people to be able to self-serve better. And that's actually what we got. Perfect!
Jade Findley
Business Transformation Consultant, Nephos Technologies
The results
Cost was a big factor in Nephos’ selection of JSM, but while they weren’t tracking KPIs in Freshservice, they had little data to compare to, they’ve noticed some big benefits already:
Greater visibility
With JSM, Nephos has far greater visibility of all business operations. This has shed light on inefficiencies and other issues, which they now have the information they need to address.
Cost savings
Nephos has already saved money on licensing fees – a big win considering cost was top of mind when they made the switch to JSM.
An adaptable solution
The IT team now has a flexible solution they’re able to shape to suit the business’s goals and growth, using apps with integrations from the Atlassian Marketplace.
Future plans
Nephos is already looking ahead to phase three, to build out a Project Management Office (PMO) to manage projects across the business. This will involve creating templates for project migrations and ITSM set-up and discovery. The aim is to reduce admin so their teams can focus on tasks that will deliver a bigger impact to the business.
In the time that we have been working with Adaptavist, I think we did a tremendous job, all of us collectively as a team. Any issues we quickly dealt with because we worked together. Our relationship is not over. And I would heartily recommend them.
Jade Findley
Business Transformation Consultant, Nephos Technologies
Unhappy with your ITSM solution?
If you’re dissatisfied with your current ITSM tools and want to see if JSM is the right answer for you too, we can help. Speak to our ITSM experts today.