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  • CASE STUDY | AUTOMOTIVE FINANCE / SERVICES

220,000 tickets migrated. ServiceNow retired. ITSM and HRSM unified in six weeks.

A leading automotive finance company in APAC exited ServiceNow and consolidated IT and HR Service Management into Jira Service Management Cloud. Trundl reengineered the service catalog, migrated up to 220,000 historical tickets, integrated with Workday and IAM tools, and hit a non-negotiable mid-December deadline.

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220k tickets migrated
6 weeks delivery timeline
2 business units unified
30 days hypercare period
0 missed deadline
  • ON THIS PAGE
Industry Automotive Finance / Services
Region APAC
Migration ServiceNow to Jira Service Management Cloud
Timeline 6 weeks to production cutover
Partner Tier Atlassian Platinum Solution Partner
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  • THE CLIENT

Who is the client?

A leading automotive finance company serving the APAC region partnered with Trundl to exit ServiceNow and consolidate ITSM and HRSM into a unified Atlassian Cloud environment. With a non-negotiable mid-December cutover and up to 220,000 historical tickets requiring migration, the engagement demanded both precision and pace.

  • THE BUSINESS CHALLENGE

Two platforms, fragmented visibility, one hard deadline.

01

Tooling Proliferation

ServiceNow handled IT and HR Service Management while Jira served development, creating fragmented visibility across the organization.

02

High Complexity

ServiceNow's custom scripts had no direct JSM equivalents, requiring reengineering rather than direct migration of workflows.

03

Data Volume

Up to 220,000 historical tickets, including full audit logs and attachments, required migration without loss of business context.

04

Tight Deadline

A non-negotiable mid-December cutover required full delivery, including UAT, within six weeks.

  • PROJECT OBJECTIVES

One platform. Full history. On time.

01

Platform Consolidation

Replace ServiceNow with JSM for both ITSM and HRSM in a single unified environment.

02

Cost Optimization

Reduce operational costs and tool administration overhead.

03

Process Replication

Replicate existing workflows, service catalogs, and SLAs without degrading the user experience.

04

Historical Continuity

Migrate 12 to 24 months of historical data to preserve audit compliance and knowledge retention.

  • THE TRUNDL SOLUTION

A precision migration across catalog, data, and integrations.

01

ITSM and HRSM Replication

Re-engineered the Service Catalog in JSM to mirror Incident, Problem, Change, and Request workflows from ServiceNow. Built advanced JSM automation rules to replace legacy custom scripts.

02

High-Volume Data Migration

Migrated 150,000 to 220,000 tickets using a hybrid API-based and ELT methodology, preserving comments and attachments with full audit trail integrity.

03

Enterprise Integrations

Integrated JSM with Workday for HR processes and with IAM tools to ensure consistent identity management across development and service teams.

04

UAT, Training, and Hypercare

Ran a dedicated UAT and bug-fix phase prior to go-live, followed by agent and administrator training and a 30-day warranty and hypercare period.

  • DELIVERY HIGHLIGHTS

Quality, value, and speed.

QUALITY Production-ready on deadline

UAT confirmed all workflows and data requirements before cutover. Zero missed tickets in production.

TIME TO MARKET 6 weeks

Discovery to go-live within a non-negotiable December deadline, across catalog replication, data migration, and enterprise integrations in parallel

VALUE ADD 30-day hypercare

Active support for agents and administrators through the transition, with training for full independent platform management.

  • FAQ

Frequently asked questions.

How many tickets were migrated?

Between 150,000 and 220,000 tickets, including full audit trails, comments, and attachments.

Which business units moved to JSM?

Both IT (ITSM) and HR (HRSM) functions consolidated into a single JSM environment, replacing two previously separate service management platforms.

How was the six-week deadline met given the volume and complexity?

Trundl ran parallel workstreams across catalog replication, data migration, and integration setup with daily progress checkpoints and a dedicated UAT sprint to maintain delivery pace.