IT governance and data protection at scale with Jira Service Management

As organizations grow, IT operations face increasing pressure to deliver faster results without compromising data protection, governance, and reliability. This challenge becomes even more critical in regulated environments, where sensitive information is part of daily operations and trust is non-negotiable.

A real-world example from a law firm illustrates how IT governance and data protection can coexist with automation, scalability, and operational efficiency when the right platform and processes are in place.

The challenge: efficiency without exposing sensitive data

The law firm was experiencing significant operational bottlenecks. Employees across the organization depended heavily on the IT department to fulfill requests, resolve issues, and support daily activities. 

Demand kept growing, but the IT team lacked the structure and visibility needed to prioritize effectively.

At the same time, leadership was cautious. As a law firm, the organization handled highly sensitive data on a daily basis. 

Any move toward automation raised concerns about privacy, internal access control, and exposure of confidential information.

The core question was clear:

How could the firm streamline IT operations and remove bottlenecks while maintaining strict control over who could access which data, and under what conditions?

-> Want to know more about? MG+M The Law Firm boosts productivity and cuts costs by 40% with e-Core’s support

Introducing structure through Jira Service Management

The turning point came with the implementation of Jira Service Management. 

The platform made it possible to introduce automation and process standardization without weakening governance controls.

From the start, the focus was not only on external security, but also on internal data access governance. Different teams required different levels of visibility, and sensitive information needed to remain protected even within the organization itself.

Jira Service Management provided the ability to define data protection and privacy controls across multiple layers, ensuring that access aligned with roles, responsibilities, and operational needs. 

This approach allowed the firm to adopt automation while preserving confidence in how information was handled.

-> Read about: ITSM vs ITIL: a path to a modern business with Jira Service Management

Immediate operational impact

Before the implementation, the IT team was overwhelmed. Requests arrived constantly, priorities were unclear, and response times suffered. 

As a result, internal employees became frustrated, and the IT department struggled to focus on what truly mattered.

Once Jira Service Management and automation were in place, the change was immediate and measurable.

• Bottlenecks were reduced, as requests followed structured workflows
  
  
• The IT team gained clear visibility into priorities
  
  
• Employees no longer depended entirely on manual IT intervention for routine requests

This shift relieved pressure on the IT department and improved the experience across the firm.

Cultural change driven by usability

One of the most significant outcomes was cultural. The firm had limited exposure to modern IT service platforms and initially viewed them as complex or intimidating.

That perception changed quickly. The user-friendly interface allowed teams to interact with IT services without friction. Workflows that previously lived in people’s heads were translated into clear, repeatable processes.

This usability helped teams understand that IT systems could support their work instead of slowing it down. 

Over time, this mindset shift became as valuable as the technical improvements themselves.

Measurable business results

The operational improvements translated directly into business impact.

The firm achieved approximately 40 percent annual financial savings, driven by reduced inefficiencies and better use of IT resources. 

Operations became more streamlined, response times improved, and the IT team gained the ability to focus on higher-value initiatives.

Automation also played a key role. Routine, low-priority tasks were handled without manual intervention, while the IT team concentrated on activities with greater impact on the business.

This combination of efficiency, clarity, and focus delivered results that extended beyond cost reduction.

Governance that supports scale

One of the most important aspects of the transformation was scalability. Jira Service Management proved capable of supporting the firm not only in its current state, but also as it continued to grow.

The same platform and workflows could accommodate rapid expansion, new teams, and new business areas without requiring a complete redesign. 

As the organization scaled, it simply extended the capabilities already in place.

This consistency is critical for governance. Using the same system across growth phases ensures that controls, processes, and visibility remain intact, even as complexity increases.

Predictability through process, not restriction

A key lesson from this case is that predictability does not come from limiting access to tools. It comes from well-defined processes and clear governance models.

By configuring workflows carefully and aligning them with real operational needs, the firm gained predictability in how requests were handled, how data was accessed, and how priorities were set.

This predictability enabled faster decision-making, better resource allocation, and greater confidence across the organization.

Data protection as an enabler

Throughout the transformation, data protection remained a central concern. Rather than treating privacy as a constraint, the firm approached it as a design requirement.

By embedding data protection and access controls directly into IT workflows, the organization ensured that automation worked in service of the business without introducing new risks.

This approach allowed employees to work faster and with greater confidence, knowing that sensitive information was handled appropriately at every step.

Scaling results without sacrificing control

As the firm continues to grow, it does so on a foundation that supports both scale and governance. New teams can be onboarded using existing workflows. New areas of the business can rely on the same platform without compromising results.

Jira Service Management demonstrated that small companies, fast-growing organizations, and large enterprises can achieve consistent outcomes using the same core capabilities, provided those capabilities are configured with governance in mind.

-> Read about: Unlocking efficiency: The value of ITSM for mid-sized companies

Conclusion

This case highlights a critical insight for IT leaders. Strong IT governance and data protection do not slow organizations down. When designed correctly, they create the conditions for scalability, efficiency, and sustained business value.

By combining automation with clear access controls, structured workflows, and user-friendly tools, organizations can remove bottlenecks, protect sensitive data, and enable people to work more effectively.

In environments where trust and compliance matter, governance becomes a foundation for growth rather than a barrier to it.