Migration of the Jira Service Management Solution

The main objectives of the project:

• reduce the number of agent licenses for JIRA Service Management through automated synchronization between tickets entered in JIRA Service Management and JIRA during the entire ticket lifecycle:
  • saving costs for buying licenses,
• transfer of existing business processes from JIRA Service management to JIRA,
• preserving the original functionality from the user's point of view, ​
• settings of highly available infrastructure supporting active clustering, ​
• designing and creating mechanisms for automatic mirroring and synchronization of tickets in real time,

The complexity of the currently implemented and actively used JIRA solution in the Slovenská sporiteľna environment drew attention to the set of risks and limitations that the migration project would entail from the beginning of the project.

 ​The joint change management team of Slovenská sporiteľňa, together with the Unicorn Systems team, bravely coped with the difficult challenge. With the active approach of both interested parties, regular all-day workshops and an agile approach to solving, managing, monitoring, and evaluating tasks, the defined goals were achieved. In 5 months of close mutual cooperation and maximum commitment of all team members, the JIRA Service management SLSP functionality was migrated to the Data center platform. ​

The process can be controlled both from the JIRA Service management side (from above)and from the JIRA side (from below). The maximum commitment and high quality of work that the Change Management team of Slovenská sporiteľna, together with the Unicorn Systems team demonstrated on this project was already reflected during the migration itself, or the stabilization phase, during which no critical problems were reported. As a side effect, the migration brought with it a significant increase in the complexity of the process from the point of view of maintenance, error correction, or the introduction of other potential changes.