Modernizing IT Service Management in Just 8 Weeks
How a national non-profit transformed IT operations, reduced manual work, and accelerated innovation with Jira Service Management
Overview
A large national non-profit organization with a complex internal IT support structure needed to modernize its service management platform. Supporting employees across departments—including sales, research, and customer-facing teams—the organization relied heavily on efficient internal IT operations.
Their existing system, Remedyforce, was no longer keeping up with evolving demands.
Industry:
National Non-profit
Employees:
3,000+ across a distributed national organization
Products
Jira Service Management
Confluence
Results
8 weeks
End-to-end implementation
20–30 minutes
Saved daily per agent
10,000+ Assets
Successfully migrated
The Challenge
The organization was operating on an outdated service management platform, Remedyforce, which created significant limitations.
Automation was difficult to manage and required reliance on third-party vendors for even minor updates. This slowed down innovation, increased costs, and made it challenging for the internal IT team to respond quickly to evolving needs.
Additionally, the platform was expensive relative to the value it provided, and it lacked seamless integration with other tools already in use across the organization.
Recognizing these inefficiencies—and the growing need for a more agile, connected system—the team decided it was time for a change.
The Solution
To modernize their environment, the organization partnered with ANB Technologies to migrate from Remedyforce to Jira Service Management.
The scope of the project included:
- Full implementation of Jira Service Management
- Incident management and request fulfillment workflows
- IT asset management
- Integration with Confluence
- Transfer of thousands of tickets and tasks
- Migration of approximately 10,000 assets
All of this needed to be completed within an extremely tight timeline of approximately 8 weeks—including a holiday period.
Despite the complexity and compressed schedule, the implementation was executed successfully, with the ANB team adapting quickly to evolving requirements and delivering beyond the initial scope when needed.
The Results
Following the implementation, the organization saw immediate and meaningful improvements in how their IT services operated.
Key outcomes included:
- Faster, more efficient workflows
Improved ticket routing and assignment reduced manual effort and sped up response times.
- Increased agent productivity
The introduction of automated ticket assignment (including round-robin distribution) saved agents an estimated 20–30 minutes per day.
- Greater adoption of the service portal
More users began leveraging the system compared to the previous platform.
- Enhanced visibility and audit readiness
The organization now uses Jira Service Management and its asset management capabilities to support IT audits with dashboards and centralized data.
- Accelerated innovation
The new platform enables the team to implement improvements and new ideas significantly faster than before.
Client Perspective
“They delivered a successful outcome on a very tight schedule for a very big organization that had a lot riding on moving the ITSM system.”
“Jira Service Management allows us to bring ideas into reality way quicker than the previous system.”
“Overall, it was an impressive job—very comprehensive and very well delivered.”
Conclusion
By partnering with ANB Technologies, this national non-profit successfully transitioned from a rigid, costly legacy system to a modern, flexible service management platform—on an accelerated timeline.
The result is a more efficient, scalable IT operation that empowers teams, improves service delivery, and enables continuous improvement across the organization.
Ready to modernize your IT service management?
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