Case Study: A Transition to ServiceNow

Client: Joint Collective Training Branch (JCTB)

Project: Transitioning from Jira to ServiceNow

Challenge

For over a decade, the Joint Collective Training Branch (JCTB) relied on an on-premises instance of Jira Server as its core IT Service Management (ITSM) platform. However, with Atlassian officially ending support for Jira Server in February 2024, JCTB faced immediate and significant challenges, including:

  • Security & Compliance Risks – Lack of updates left the system vulnerable
  • High Maintenance Overhead – Internal teams spent excessive time managing issues and maintaining a legacy platform with very limited support
  • Limited Flexibility – Rigid workflows couldn’t adapt to evolving ITIL practices
  • Poor User Experience – The outdated interface frustrated staff
  • Scaling Issues – The system struggled to handle increasing service requests and cross-departmental integration needs.

These issues led to operational bottlenecks, impacted SLA adherence, and reduced user satisfaction. JCTB leadership recognised the urgent need for a modern, scalable, and secure ITSM solution that could still operate within a self-hosted environment.

Solution

JCTB launched a strategic initiative to replace Jira Server with ServiceNow—selected for its robust ITIL alignment, enterprise-grade capabilities, seamless integrations, and modern user experience.

To support the transition to ServiceNow, Profectus was engaged to provide expert staffing across key IT domains including:

  • IT Architecture
  • Project Management
  • Systems, Network, and Database Administration
  • IT Service Management (ITSM)

Together, Profectus and JCTB formed a dedicated project team that collaborated with implementation partners to:

  • Audit existing Jira workflows, configurations, and integrations
  • Identify operational gaps and user pain points
  • Design and document a modernised ServiceNow solution with redundancy
  • Procure and install supporting infrastructure
  • Configure core modules, including ITSM, Security Incident Response, Vulnerability Response, CMDB and Test Management 2.0
  • Establish network connectivity, databases, and operating systems which underpin the solution
  • Provide comprehensive project management, training, and change management support
  • Deliver user acceptance testing and organisational change management (OCM)
  • Finalise the transition with complete documentation and acceptance artifacts

In addition to delivering project milestones, Profectus team members earned multiple ServiceNow certifications, strengthening internal capabilities and enabling JCTB to independently manage and sustain the platform post-implementation.

Outcome

With the transition to ServiceNow nearing completion, JCTB is positioned to see a marked transformation in its IT operations. The new platform is expected to deliver significant improvements across the board:

  • Reduced Operational Overhead – IT teams will shift focus from platform maintenance to strategic priorities
  • Improved Security & Compliance – Ongoing platform updates will support a stronger security posture
  • Faster Ticket Resolution and Request Fulfillment – Streamlined workflows and automation are set to enhance responsiveness
  • Smarter Change Management – Automated approvals will increase efficiency and accountability
  • Better Impact Analysis – A fully integrated CMDB will aid in reducing downtime risk
  • Modern, Intuitive UI – Expected to drive higher user satisfaction and adoption
  • Empowered End Users – Self-service options are anticipated to decrease manual workloads
  • Real-Time Reporting – Leadership will gain visibility into key performance and SLA metrics
  • Cross-Department Integration – A unified platform will facilitate service delivery across ITSM, HR, Finance, Project, Security, Testing, and Asset Management, fostering more cohesive operations.

Conclusion

The move from the legacy Jira Server platform to ServiceNow represents a major step forward for JCTB. It addresses critical operational risks and lays the foundation for a resilient, scalable ITSM environment. More importantly, it equips the organisation with the tools and capabilities needed to support ongoing digital transformation and future innovation.