Jira Consolidation
Consolidating three Jira instances into one Data Center service desk
Three disconnected Jira environments brought together into one structured service operation.
Challenge
What needed to change.
Support was split across two Jira Server instances and one Jira Cloud instance. About 3,000 employees and 200 agents worked in separate systems with inconsistent request forms, permissions, and reporting.
The solution
How Deservio approached it.
We merged three separate Jira systems into one resilient service desk with a clear, categorised portal. Custom form logic shows people only the fields they need, and a link to the HR system turns hires, leavers, and role changes into IT tasks automatically.
Results
What changed.
- 3 systems became 1, serving 3,000+ employees and 200 agents
- 30+ request types condensed and organised in a single portal
- 3 HR events automated (new hire, termination, internal move), each creating IT tickets with no manual hand-off
- Hours saved per month on onboarding and offboarding admin
“HR changes now trigger IT work on their own.”← Back to Case Studies
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