More customers than ever are evaluating the move.

Over the past six months we have seen a large uptick in the amount of customers looking to evaluate a moving off of ServiceNow to Atlassian Jira Service Management (JSM). Sometimes this evaluation is driven by a genuine recognition that ServiceNow is not the right fit for how their organization operates, sometimes it’s done purely as a negotiation exercise. But no matter the initial motivation, customers are increasingly surprised by how much and how quickly Jira Service Management can provide transformational value.

Common Evaluation Outcomes:

• Transitioning off ServiceNow does not require an all-or-nothing approach. Organizations can incrementally move specific process areas to JSM while maintaining continuity.
• User and agent experiences are maintained or improved across all process areas migrated to Jira Service Management.
• Meaningful cost savings can be realized quickly, both in licensing and operations.
• Atlassian licensing is simpler and often around 50% lower than comparable ServiceNow licensing. All their pricing is online, so you can check for yourself: https://www.atlassian.com/collections/service/pricing
• Implementation costs are typically 30–50% lower than equivalent ServiceNow consulting engagements, though actual savings depend on the complexity and usage patterns of the existing ServiceNow environment.
• Ongoing maintenance and support costs are also significantly reduced, while JSM’s flexibility makes it easier to extend capabilities and support additional service centers.

ServiceNow to JSM Migration Detail

Because of ServiceNow’s architecture, customers often struggle to differentiate between actual organizational requirements and ServiceNow technical debt. But Flight Crew’s deep experience with both ServiceNow and Atlassian’s Jira Service Management platforms means we are able to rapidly help customers understand what platform or mix of platforms makes the most sense for their Service Management Program.

• You can read more about us here

That’s why we developed the Transformation Assessment to help customers rapidly understand their environment and what migration strategy makes sense, requires only two hours of customer time, and is turned around in weeks, not months.

Upon completion of the Transformation Assessment, customers can expect to have a clear understanding of:

• What can or cannot be moved off of ServiceNow
• Complete picture of level of effort
• An accurate budgetary estimate for Flight Crew implementation services

Common Patterns in Organizations Using ServiceNow for 3+ Years:

• Accumulated customizations and non-best-practice configurations that introduce unnecessary complexity and rigidity.
• Under-utilized ServiceNow products, often the result of overselling and/or incomplete implementations, leading to limited ROI.
• “Lazy data,” information that exists in the platform but is not actively leveraged, maintained, or used to drive value.
• Limited understanding of configuration and usage, resulting in a platform that feels unmanageable, risky to modify, costly and difficult to impossible to enhance or extend.
• Reporting and analytics that are cumbersome or ineffective, largely due to the challenges listed above.

Evaluations aim to ensure that the move to JSM is going to result in the same or better experience, not just cost savings alone. While there are a number of technical reasons why we think Jira Service Management is a better fit than ServiceNow for most organizations, or at the very least most service management workflows, we also find that a number of companies have were either oversold or underbuilt sections of ServiceNow. Often times this happens with applications aimed at non-ITSM departments, like HR, Procurement, Facilities, and Security, where it gets used little more than a work queue with extra permissions, loosely connected to the platform at best.

Common Findings for Customers Who Migrated to JSM:

• A more flexible and adaptable service management program that evolves with organizational needs.
• Easier enablement of cross-functional workflows, improving collaboration across teams.
• Greater ability to focus on organizational agility rather than platform maintenance and technical overhead.
• A faster, more responsive backlog, enabling quicker delivery of improvements and fixes.
• Significant cost reductions across licensing, implementation, and ongoing support.

Ready to have your Service Management program take off?

If you’re ready to kick off your own review of your ServiceNow environment and see where Jira Service Management can help you, contact us here

Frequently Asked For Atlassian Information

• Atlassian Company Overview: https://www.atlassian.com/company
• HIPAA: https://www.atlassian.com/trust/compliance/resources/hipaa
• Integrations: https://support.atlassian.com/jira-service-management-cloud/docs/integrations/