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Introduction In today’s digital economy, IT Service Management (ITSM) platforms are more than just support tools, they are strategic enablers that impact operational efficiency, user satisfaction, and business agility. With an increasing focus on automation, AI, and user-centric service delivery, selecting the right service desk solution has become a critical decision for CIOs, IT leaders, and digital transformation teams. Why choosing the right service desk tool matters The service desk is the heart of IT operations. Beyond resolving tickets, it supports governance, ensures compliance, and drives consistent service experiences. A well-chosen ITSM platform enables faster resolution, proactive problem management, better user engagement, and alignment with digital transformation goals. On the other hand, a misaligned tool can lead to inefficiencies, user dissatisfaction, and mounting operational costs.  When to use each tool Choosing the ideal tool depends on your organization’s size, IT maturity, integration needs, and strategic objectives: Jira Service Management (JSM): Best suited for organizations already using the Atlassian ecosystem or looking for agility and fast ROI. Strong in DevOps integration and automation via Rovo. ServiceNow : Preferred for large enterprises needing robust enterprise-grade features, deep AI capabilities, and high levels of customization. Ideal for those with higher budgets and complex service architectures. Freshservice: A favorite among mid-sized companies that need a full-featured ITSM without the complexity. Known for ease of use and rapid implementation. Zendesk: Strong contender for businesses that need multichannel support, especially customer-facing teams. Good choice for aligning IT support with customer experience. ManageEngine ServiceDesk Plus: Ideal for organizations needing strong ITIL compliance, asset management, and on-premise or hybrid deployment options.

e-Core We combine global expertise with emerging technologies to help companies like yours create innovative digital products, modernize technology platforms, and improve efficiency in digital operations.

Our Work Migrated ITSM tickets and project work from ServiceNow, VersionOne, and SharePoint to Jira Service Management (JSM) and Jira Software, creating a unified platform for managing IT services and project tasks Simplified change management by replacing multiple forms with a single change request issue type in JSM Set up automation rules for ticket prioritization, comment synchronization, and SLA tracking Implemented Insight Asset Management integrated with JSM for real-time visibility and streamlined asset management Provided comprehensive training for JSM agents and administrators

One of our clients previously used Zendesk as their ITSM solution, which no longer met their needs due to high costs. Additionally, they operated Jira Software on a Server environment for both software development and business teams. With the end of support for the Server environment, the client decided that it would be best to migrate their tools to the cloud . Aiming for centralization, cost reduction, and performance improvement , the client opted to transition from Zendesk to Jira Service Management .  To accomplish this movement they decided they needed an Atlassian Platinum Partner and chose e-Core to be their trusted partner in this journey. Phase one: Jira server-to-cloud migration The first phase of the project involved the migration from Jira Server to the Cloud. For this step, our team dedicated time to consultative support in scope refinement, defining and adjusting what would make sense to migrate within a viable migration window, following the complete migration process according to Atlassian’s best practices and the phases outlined in their runbook. The Jira data migration took place within a two-day window , covering 165 projects and 408,000 issues. This process also included the migration of specific operational projects, which were adjusted to operate as service projects. Phase two: development of service portals in Jira Service Management In the second phase, while the migration team focused on the Jira Server-to-Cloud migration , an e-Core implementation team worked on setting up Jira Service Management by developing service portals for the company’s ITSM and operational departments. e-Core’s team of specialists and consultants provided consistent consultative support, understanding the unique needs of each service area, assisting in defining scope with the client, and developing workflows, forms, projects, and process automation. Phase three: Zendesk to Jira Service Management migration In the third phase, as the implementation team completed the ITSM project and portal development, another e-Core team created a solution to facilitate the migration of over 260,000 Zendesk tickets, including more than 400,000 attachments and comments, to Jira Service Management. Zendesk did not allow easy exports of ticket comments and attachments via CSV or XML. An export in JSON or direct access to the REST API was required to access this data. Then e-Core developed a solution that accessed the Zendesk API, temporarily stored data, and formatted it to allow import into Jira Service Management. This included customizing fields and mapping fields like priority, issue type, request type, and status to meet the client’s needs. Though tool development was involved, this phase followed all recommended project stages: pre-testing, testing, pre-production, production, and post-production, as per Atlassian’s guidance. After the testing phase, where the migration was approved on sandbox, and during pre-production, the migration of historical data from closed tickets within a cut-off date began. During this stage, 240,000 tickets were imported from Zendesk to Jira Service Management before moving into production. The production migration was completed within a two-day window. The access to the previous platform was disabled during it and active tickets were migrated to the pre-created ITSM project. Historical deltas were managed. This ensured agents could operate seamlessly as soon as Sunday night, ensuring a transparent transition. The collaborative efforts between the client and e-Core consulting teams were essential in ensuring all project phases proceeded smoothly and incident-free, making for a transparent and effective Zendesk to Jira transition . Moving forward, e-Core’s Managed Services team will support the client’s team in using Jira and implementing any necessary enhancements for the full adoption of Atlassian Cloud across the company . e-Core will also consult into leveraging new functionalities and AI to continuously gain from its best features and benefits.

Discover how to simplify service management complexity with e-Core. This one-pager covers best practices and tools for achieving efficiency, cost savings, and faster ticket resolution across IT and business teams. Learn how, asynchronous video communication and AI-powered Atlassian solutions can enhance collaboration, visibility, and customer experience. Download now to see how to maximize ITSM and ESM effectiveness tailored to your business needs. →

Free your team to focus on strategic goals with streamlined IT operations. Our expert solutions reduce ticket overload, enhance support, and optimize your CI/CD processes for faster, more reliable deployments. Download now to see how we can transform IT into a growth engine for your business. →

e-Core We combine global expertise with emerging technologies to help companies like yours create innovative digital products, modernize technology platforms, and improve efficiency in digital operations.

Transforming your company's IT efficiency starts here. Introducing “Empowering Your Organization: The Transformative Impact of Jira Service Management on IT Efficiency.” Our goal is to provide your team with valuable insights and tools to achieve strategic ITSM with Jira and navigate the world of IT services, driving efficiency within any organization. Whether you’re aiming to streamline workflows, boost productivity, or enhance customer satisfaction, this guide is your personalized roadmap to transformative growth. Here’s a glimpse of what awaits you: Empowering your organization: Unleash the potential of Jira Service Management for unprecedented IT efficiency Strategic alignment made simple: How Jira Service Management bridges IT and business goals Power tools for business success: Exploring the key features of Jira Service Management Raising the Bar: elevating service quality with Jira Service Management We’re here to guide you through the world of Jira Service Management (JSM) and to show how simply it can revolutionize IT efficiency. Unlike other guides, ours is packed with practical tips and insights, giving managers a deep understanding of how JSM can truly empower organizations. Make the most of your IT investments and propel your organization forward with growth, innovation, and a competitive edge.

In the fast-evolving landscape of IT service management (ITSM), embracing the principle of continual improvement has never been more crucial. This concept, a core practice borrowed from Agile and integrated into ITIL 4 , stands as one of the pivotal elements of the Service Value Chain. It underscores the necessity of an ongoing cycle of reviewing and refining processes to enhance IT service delivery effectively.  At the heart of this principle lies the strategic use of ITSM metrics. To optimize IT service delivery, it is essential to consistently analyze and interpret performance data. This approach enables organizations to identify areas for improvement and gauge the impact of implemented changes. As the famous saying by Peter Drucker goes, “You can’t improve what you don’t measure,” companies need to pick the right metrics that help them see what’s going on in their operations. However, the task of selecting the right metrics is compounded by the challenge of data overload. In today’s digital age, IT departments are flooded with diverse data types, from problem and change records to service requests and user details. This wealth of information, while potentially valuable, can often lead to disconnected data sets, making it difficult for leaders to obtain a comprehensive view necessary for informed decision-making. Implementing ITSM offers a significant advantage: the ability to aggregate data. This process involves compiling various pieces of information from across the organization, a crucial step for making informed decisions and identifying trends. However, this is merely the beginning of the journey. The IT sector encounters further challenges in effectively utilizing this aggregated data. Developing the ability to select relevant data to enhance processes and services is an essential skill for IT teams . This skill is vital for turning raw data into actionable insights that drive continuous improvement and operational excellence. This article aims to shed light on this challenge, offering practical advice for IT leaders. By exploring how to select metrics that align with Agile principles integrated into their ITSM frameworks, it is possible to enable IT teams to effect meaningful, ongoing enhancement in their service delivery. To uncover valuable insights, look beyond the surface Take Dropbox as an example: after launching in September 2008, they quickly realized that referrals were key to acquiring new customers. By rewarding both the referrer and the referee with extra storage, they ignited a 3900% growth in 15 months. Imagine if they had only tracked basic metrics like storage usage or overall customer growth without honing in on acquisition strategies. This principle applies across the board. For instance, in IT, it’s not enough to know that an incident resolution was delayed. Effective ITSM metrics can reveal deeper insights, such as delays in engaging the correct team due to poorly documented resolutions from similar past incidents. This approach not only identifies the problem but also suggests actionable steps for improvement, moving beyond mere observation to facilitate real solutions. + Case Study: How e-Core delivered in 40 days an ITSM solution involving Incident, Problem and Change Management Step away from the vanity ITSM metrics Vanity metrics are metrics that make you look good to others but do not help you understand your performance in a way that informs future strategies. Your metric should lead you to a course of action or inform a decision. It should allow you to reproduce good results, being specific and measurable. If you can’t control the variables to help you repeat the outcomes, then you cannot improve it. An example of that is ticket volume. A large quantity of tickets does not imply low user satisfaction or that your team is not working effectively. If you leverage other information besides only the number of tickets (like date and time of creation, type of request, among other data we can get from Jira, for example), you can identify potential patterns and use this data to, for example, assign support agents for a high-volume period, or focus on knowledge-base articles which can help to divert those requests. Reliable metrics are non-negotiable You need to make sure the data is a real reflection of the truth, after all, data can be manipulated. Imagine your support team was pushed by the executive team to define a time to first response SLA. Your Service Level Objective (SLO) was defined as 90% of tickets meeting the defined SLA. If there is no transparency and the right visibility, what would happen if the team itself, by seeing the SLO would not be achieved, bulk-created tickets, quickly responded to those, to simply meet the numbers that were pushed to them? One of our clients had a scenario where there was a liability in the trust in data, as reports were exported in CSV format. After the JSM implementation with the right ITIL practices in place, data became more reliable, as team performance indicators are automatically generated by the tool and can be shared in real time. This allowed the company to make strategic management decisions based on reliable data, enabling continuous improvement in service provision. As businesses evolve, so should their metrics Jacob Drucker, in Forbes Magazine , detailed how his company initially focused on listing as many sellers as possible to establish credibility. Once a critical mass was achieved, they pivoted their attention towards expanding the product range and depth. Eventually, their metrics evolved to emphasize shipping times and compliance with shipping guidelines. This narrative underlines a key point: metrics that kickstart a business may become less relevant as priorities shift and the company grows. If we approach this from the perspective of ITSM , we can think of First Call Resolution, for example. This might be relevant for an organization when it’s starting to implement a Service Desk platform, but as it matures and implements other processes, knowledge management, the ticket which would be resolved on a first call, can start to be resolved by the user itself through a Self-Service Portal, leveraging the knowledge base articles. Remember: metrics should help your company discover what you don’t know. Ultimately, the continuous improvement of ITSM metrics is grounded in the Scrum pillars: Transparency, Inspection, and Adaptation. If you’re facing challenges with your metrics or seeking to advance your ITSM practices, reach out to e-Core. We can assist in integrating your tools to enhance visibility and transparency across solutions, enabling data-driven decision-making.

Experience this enlightening on-demand webinar where e-Core experts unveil how to effortlessly elevate your customer experience with Jira Service Management. Watch the session hosted by Flavia Batista (Regional Delivery Manager) and Martin Ferreira (Software Consultant) at your convenience to:  Discover how to achieve a seamless customer experience by integrating speed, convenience, and efficiency. Learn how to optimize operations, expedite issue resolution, and leverage automation and AI to eradicate bottlenecks while gaining a holistic view across all systems. Find out how to achieve a rapid return on your service management investment. Submit the form below and discover how to unleash a frictionless experience in your service management!

Let's kick off 2024 updated about the trends affecting service management this year! Are you ready to embark on a journey into the future of service management? Join us as we dive into the exciting world of Jira Service Management in this Atlassian exclusive webinar, sponsored by e-Core. Discover Jira’s New Ranking in Forrester’s ESM Wave Report:  For many organizations, navigating the landscape of IT Service Management (ITSM) tools can be a daunting task. Atlassian’s Jira Service Management has not only risen to the challenge but has also earned a prominent place in Forrester’s WaveTM: Enterprise Service Management (ESM), Q4 2023. In this webinar, we’ll unveil the details of the report, breaking down the 24-criterion evaluation that identifies the most significant players in the ESM space. A Sneak Peek into the Future: Get ready for an exclusive preview of the exciting enhancements and features set to roll out in 2024. Grady and Ken will shed light on the advancements that Jira Service Management has in store, promising to elevate your service management practices to new heights. Meet and Ask the Experts: Have burning questions about Jira Service Management or the future of service management in general? We’ve got you covered! During the webinar, you’ll have the opportunity to ask your questions directly to Atlassian ITSM experts: ↓