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  • CASE STUDY | HEALTHCARE / AGRICULTURE / INFRASTRUCTURE TECHNOLOGY

ITSM modernized. Cloud migration planned. 800 users ready for transition.

A global leader in positioning and diagnostic technology partnered with Trundl across multiple Bucket of Hours engagements to transform Jira Service Management from a basic ticketing tool into a structured service delivery platform, while building a clear migration roadmap for 800+ Data Center users to Atlassian Cloud.

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800+ users on Data Center
SLAs configured globally
PMO intake structured
Cloud migration roadmap built
  • ON THIS PAGE
Industry Healthcare / Agriculture / Infrastructure Technology
Solution JSM Optimization + Data Center to Cloud Migration Planning
Model Fixed Engineering Hours
Scale 800+ users on Data Cente
Partner Tier Atlassian Platinum Solution Partner
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  • THE CLIENT

Who is the client?

A global leader in positioning and diagnostic technology serves the healthcare, agriculture, and infrastructure sectors. As the organization expanded its Atlassian footprint, JSM had been deployed as a basic ticketing tool, the IT PMO lacked a structured intake process, and 800+ users remained on Atlassian Data Center without a clear migration path to Cloud.

  • THE BUSINESS CHALLENGE

Fragmented service delivery and legacy constraints.

01

Inefficient Intake

The IT PMO lacked a structured project intake process, with requests fragmented across Salesforce and Jira.

02

Service Management Gaps

Initial JSM deployments lacked SLAs, structured service catalogs, and integrated knowledge management.

03

Migration Complexity

800+ users on Data Center needed a value-driven roadmap to move to Cloud without disrupting global operations.

04

Integration Silos

No connection between GitHub and Jira limited visibility into CI/CD pipelines and developer activity.

  • PROJECT OBJECTIVES

Operational maturity now. Cloud-ready roadmap built.

01

JSM Maturity

Configure SLAs, service catalogs, and a knowledge base to bring JSM to a production-grade service delivery standard.

02

PMO Structure

Establish a structured IT project management space and streamline the Salesforce-to-Jira intake path.

03

Cloud Readiness

Deliver a data-driven Cloud migration roadmap for 800+ users, including identity management via Atlassian Guard.

04

Reporting

Build automated dashboards reducing manual PMO reporting effort.

  • THE TRUNDL SOLUTION

Sequential engagements. Incremental maturity. Lasting outcomes.

01

JSM Configuration and Optimization

Configured advanced SLAs aligned to global operational requirements, built comprehensive service catalogs, and leveraged Confluence Premium to establish a centralized self-service knowledge base.

02

IT PMO and Salesforce Integration

Established a structured IT project management space with a standardized Project Intake Request form routing Salesforce tickets directly into Jira. Built Confluence dashboards with JQL filters for stakeholders with limited Jira access.

03

Cloud Migration Planning and Atlassian Guard

Conducted a deep-dive Data Center to Cloud analysis for 800+ users and implemented Atlassian Guard for secure, centralized SSO across the Cloud instance.

04

Training and Knowledge Transfer

Delivered Loom video libraries and custom training sessions ensuring the internal team could independently manage and extend the new JSM configurations.

  • DELIVERY HIGHLIGHTS

Quality, value, and speed.

QUALITY Flexible by design

The model let Trundl reprioritize on short notice, from SSO analysis to Confluence template optimization, without contractual friction.

TIME TO MARKET Sequential engagements

Each bucket delivered incremental ITSM improvements while building toward the Cloud migration roadmap.

VALUE ADD Self-sufficient team

Training, Loom libraries, and documentation left the internal IT team capable of managing and extending the JSM environment independently.

  • FAQ

Frequently asked questions.

How did the Salesforce-to-Jira integration improve PMO intake?

Routing Salesforce requests into a structured Jira service desk eliminated the visibility gap on build requests. All intake now flows through a single queue with Kanban tracking and automated status updates.

What is the migration timeline for the 800+ Data Center users?

The Cloud migration roadmap and Guard implementation completed during these engagements provide the technical foundation. Execution timing is determined by the client’s internal change window.