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Customer spotlight: MRI Software's ServiceNow to Jira Service Management transformation

We shine light on how we approached MRI Software’s move from ServiceNow to Jira Service Management, the challenges they faced, the lessons learned throughout the process, and the benefits realised, alongside practical insight from Adaptavist to help guide your own transformation journey.
Two computers loading, showing a transition from one tool to another
Many organisations are rethinking their current ITSM approach as costs rise, complexity increases, and legacy platforms become harder to scale.
In this on-demand customer story session, Francisco Ayala from MRI Software and Deniz Timartas from Adaptavist unpack MRI Software’s transformation journey from ServiceNow to Jira Service Management.
They share how MRI Software approached the transformation, including the challenges they faced, why they chose a transformation-led approach, how the solution was delivered in integrated phases, and the key lessons learned along the way.
You’ll also hear the outcomes of the transformation so far, along with MRI Software’s plans as they continue to evolve their service management approach.
Who should watch?
This session is designed for IT leaders, service management teams, and organisations evaluating how to modernise their current ITSM approach.
If your ServiceNow platform is becoming costly, complex, or difficult to scale, this session will provide practical insight into what a real transformation journey could look and the potential benefits you could reap.

What you will learn:

The challenges MRI Software was facing with ServiceNow
Why they chose transformation over a straight migration
The different phases of the transformation journey
Practical lessons learned throughout the process
Benefits realised and future plans
Deniz Timartas
Francisco Javier Ayala Bocardo Headshot

Speakers

Learn more about the experts joining us:

Deniz Timartas
Senior Strategic Advisor at Adaptavist
Deniz has over 8 years' experience in the Atlassian ecosystem. In that time he has honed his skills within the Service Management sphere, whilst acquiring ITIL Master and Atlassian Certified Expert qualifications, that he has leveraged to support many customers with their transformation projects.

Francisco Javier Ayala Bocardo
Director, Product Operations at MRI Software
Francisco Ayala is the Director of Product Operations at MRI Software, where he leads global initiatives focused on productivity, tooling standardisation, and AI-driven transformation across Product, Engineering, IT, and business functions. He is responsible for driving enterprise-wide adoption of Atlassian and GitHub as core platforms, while enabling measurable improvements in delivery efficiency, cost optimisation, and operational scalability.

Get access to MRI Software's full transformation journey