Client transformation
Structuring a global ITSM platform with Jira and JSM
One ITSM model across dozens of countries, scaled to 4,000 Jira Service Management agents and governed for the long term.
- Status
- Completed
- Period
- Initial foundation delivered in 4 months · platform stable for many years
- Ovyka contribution
- Platform design and delivery, integrations and team enablement
For a global payments leader, Ovyka designed and delivered an ITSM platform based on Jira and Jira Service Management. The programme reached dozens of countries, B2B and internal services, up to 4,000 Jira Service Management agents and more than 100,000 tickets per year.
This programme illustrates an important lesson about international transformation: scale cannot be addressed by multiplying local configurations. It requires a shared model strong enough to be reused and governance clear enough to decide which exceptions remain necessary.
Design the service before the tool
The foundation connected the service model, ITSM processes, Jira/JSM architecture, integrations, specific development and team enablement. Portals, workflows, queues, commitments, automation and reporting translated explicit service decisions instead of accumulating unrelated settings.
This coherence was essential to cover internal services, operations and B2B exchanges while preserving end-to-end traceability.
Industrialise without ignoring local reality
The case highlights three transferable principles:
- define reusable standards before rolling out to countries;
- integrate systems and develop only what standard capabilities cannot cover;
- govern exceptions so that they do not become separate platforms in practice.
The initial foundation replaced four legacy systems in four months. It was then extended to further countries and services, becoming a platform that remained stable for many years.
Maintainability is an outcome
Ticket volume and agent count show the scale. The most durable evidence, however, is the ability to evolve the platform without losing its shared model. Architecture, standards and governance are not peripheral work: they make long-term adoption and stability possible.
This experience extends the analysis of what makes an Atlassian platform sustainable after its initial launch. The full case published by Ovyka (s’ouvre dans un nouvel onglet) (opens in a new tab) describes the context, approach and outcomes.