City of Corona Modernizes Enterprise Service Management with Jira Service Management
How the City of Corona reduced platform licensing costs by 40%, saved 20 hours per week on platform administration, and built a scalable Enterprise Service Management platform supporting departments across the organization.
Overview
The City of Corona delivers essential municipal services to thousands of residents across Southern California. Supporting these services is a modern Information Technology organization responsible for delivering secure, reliable technology across the city.
As demand for digital services continued to grow, the city sought to modernize its service management platform with a solution that could reduce costs, simplify administration, improve operational efficiency, and scale beyond traditional IT service management and support additional business functions across the organization.
Industry:
Public Sector (Local Government)
Employees:
40+ IT professionals
Products
Jira Service Management
Confluence
Atlassian Guard
Loom
Atlassian Rovo
Results
40%
Reduction in Platform Licensing Costs
20 hours
Saved weekly on Platform Administration
90%
Reduction in Phishing Tickets
Business Challenges
The city’s existing IT service management platform had become increasingly costly and complex to maintain. Years of customization increased operational overhead, while platform upgrades frequently required extensive validation and remediation of customized workflows, consuming valuable IT resources and delaying enhancement initiatives.
As the organization continued to evolve, the city also needed a platform capable of supporting enterprise-wide service delivery while improving operational efficiency.
Key challenges included:
- High platform licensing costs and operational overhead
- Upgrade complexity driven by customized workflows
- Manual and inefficient service delivery processes
- Supporting diverse service delivery requirements across multiple city departments
- Heavy reliance on specialized platform administration
The city needed a modern Enterprise Service Management platform that could simplify operations, reduce total cost of ownership, and provide a scalable foundation for future growth.
The Transformation
Following its migration from ServiceNow to Jira Service Management, the City of Corona partnered with ANB Technologies to optimize, expand, and continuously improve its Enterprise Service Management platform.
Since partnering with ANB, the City of Corona has streamlined platform administration, automate service delivery, implement new Atlassian capabilities, and support ongoing modernization initiatives across the organization. By combining Jira Service Management with complementary Atlassian solutions, the city has built a scalable platform that supports collaboration, operational efficiency, and future innovation.
Together, the City of Corona and ANB have continued to:
- Lower the total cost of platform ownership
- Simplify platform administration
- Standardize and automate service delivery
- Improve service request intake and employee experience
- Strengthen knowledge management with Confluence
- Enhance identity and access management with Atlassian Guard
- Expand collaboration and knowledge sharing with Loom
- Establish a foundation for AI-powered service delivery with Atlassian Rovo
What began as an IT service management modernization initiative has evolved into a broader Enterprise Service Management platform supporting departments across the city.
Today, the Atlassian platform extends well beyond IT, supporting service delivery across Human Resources, Finance, Public Safety, Broadcast Communications, the City Manager’s Office, and other business functions through a unified Enterprise Service Management platform.
Why ANB Technologies
The city selected ANB Technologies as its strategic Atlassian consulting and optimization partner because of its deep Atlassian expertise, consultative approach, and flexible engagement model.
Rather than simply implementing technology, ANB continues to work alongside the city’s IT organization to optimize the platform, expand automation, and identify new opportunities to improve operational efficiency while aligning initiatives with annual budgeting priorities.
According to Tyler Reich, IT Operations Manager:
“ ANB has been very good about helping us implement things quickly… If we need something, it gets done.”
Business Outcomes
40% Reduction in Platform Licensing Costs
Migrating to Jira Service Management reduced initial platform licensing costs by approximately 40%.
Even after expanding the Atlassian platform with Confluence, Atlassian Guard, Loom, and Rovo, the City’s overall platform investment remains approximately 10% lower than continuing with its previous environment.
20 Hours Saved Weekly on Platform Administration
Simplifying platform administration significantly reduced the effort required to manage and maintain the City’s service management environment.The city reduced platform administration time by approximately 20 hours per week, enabling IT staff to focus on higher-value initiatives, automation, and continuous service improvements instead of ongoing platform maintenance.
90% Reduction in Phishing Tickets
Automated phishing workflows now distinguish simulated security awareness emails from legitimate phishing threats.
As a result:
• Weekly phishing tickets decreased from 50–100 to 5–10 actionable tickets
• Approximately 90% fewer tickets require manual review
• Automation saves an additional 3–4 hours of manual effort every week
This enables the City’s security team to focus on genuine threats while improving operational efficiency.
Enterprise Service Management Beyond IT
What began as an IT service management initiative has evolved into a City-wide Enterprise Service Management platform supporting Human Resources, Finance, Public Safety, Broadcast Communications, the City Manager’s Office, and additional departments.
The city now delivers a consistent employee experience through standardized workflows, centralized service delivery, and improved visibility across business functions.
Improved Service Delivery and Collaboration
By automatically converting requests submitted through the City’s centralized support email into Jira Service Management tickets, every request is captured, routed, and tracked through completion.
Combined with standardized workflows across Help Desk, Infrastructure, Networking, Software, Cloud, and Security teams, the city has improved collaboration, accountability, and operational visibility while accelerating service delivery.
Considering a Move from ServiceNow?
According to Tyler Reich, IT Operations Manager:
“If you’re tired of spending countless hours twice a year fixing all the breaks that happen during ServiceNow patches, you should consider moving to Jira Service Management.”
Ready to Modernize Your Enterprise Service Management?
ANB Technologies helps organizations modernize service delivery by migrating from legacy ITSM platforms to Jira Service Management using a proven approach that minimizes disruption, reduces total cost of ownership, and accelerates time to value.
