Migration and standardisation of the IT service management of the IT department of the Canton of Jura

with Jira Service Management

With the support of Communardo Switzerland’s expertise, SDI achieved an impressive feat – the complete transformation of its IT management system in just 10 months!

By fully replacing the old ITSM system with Jira Service Management and migrating all data, SDI was able to standardise and scale its service offering – with modern, sustainable features that are simple and intuitive for all users.

  • Jira Service Management

The challenge

Instead of fragmented IT processes, towards easy management in ITSM

SDI’s IT department faced a major challenge:
the existing IT service management processes were complex and fragmented, making them difficult to manage and develop across multiple teams.
As the existing platform licences were about to expire, SDI decided to look for a better, integrated, automated and more user-friendly solution. This was also intended to form part of a medium- to long-term cost optimisation strategy.

To complicate matters, an extensive data migration was required – including 18 CMDB object types and 64 different service requests – combined with data cleansing and process synchronisation. Furthermore, the new system had to be implemented to a tight schedule: live operations had to start before October to ensure business continuity.
All this took place in the middle of the summer months, which required close coordination between various stakeholders – from Jira administrators and technical IT managers to end users.

Success depended on clear communication, precise planning and the right technological approach.

The solution

Communardo Switzerland developed a bespoke migration and implementation strategy based on the following key areas:

Full migration to Jira Service Management: Centralised management of incidents, requests and changes with seamless integration of existing data.

Process standardisation: Development of a uniform, standardised workflow for all teams to harmonise processes.

Integration with Jira Software: Direct linking of support tickets to projects and issue tracking.

Data cleansing and CMDB optimisation: Following the cleansing of CMDB data by the customer, 18 CMDB object types and 64 request types were migrated – with improved data structure and quality.

Customised customer portal: Introduction of a role-based internal portal that is intuitive to use for different user groups.

Integration with an existing public portal: Joint implementation of a REST API interface between Jira and the external portal for the residents of the Canton of Jura.

Automated approvals: Customisation of validation processes based on Jira Assets, in line with organisational requirements.

Efficient asset management: Automated tracking of IT devices, users, locations and administrative units – partially synchronised with Active Directory.

On-time implementation: The go-live took place two weeks before the old ITSM licences expired – without any disruption to operations.

Advantages for the customer ITSM with Jira Service Management

Reduction of licence & operating costs through Jira Service Management

  • A unified platform for incidents, changes and requests with full process visibility

  • Significant reduction in licence and operating costs compared to the previous solution

  • Intelligent, automated resource management with Jira Assets

  • Harmonised service processes thanks to standardised workflows

  • User-friendly portal with customised access based on user role

  • Improved collaboration between support and development teams through integrated Jira software

  • Faster return on investment thanks to more agile changes and scalable infrastructure

  • Full process transparency through centralised data and reporting

Communardo Switzerland offered us a professional, personal and consistently successful collaboration that fully met our expectations. Despite a particularly demanding schedule, the rollout went smoothly and the feedback from the teams was consistently positive.
The effects were immediately noticeable - with simplified tasks, optimised processes and noticeably greater convenience in day-to-day operations. The ITSM solution that was introduced immediately proved to be a real efficiency driver.
We particularly remember the quality of the collaboration with Communardo Switzerland: a responsive, attentive and committed team.
Vincent Schaffter, Project Manager, Service Informatique (SDI) du Canton du Jura

About our customer

SDI from the canton of Jura is a customer of Communardo Switzerland

As the central IT organisation for the Canton of Jura, SDI is responsible for providing digital services to staff within the cantonal administration and to the entire population of the canton.
Its responsibilities include ensuring day-to-day operations, managing the technological infrastructure and administering IT resources, as well as coordinating support for all of the canton’s digitised business processes.

  • 60 staff and over 3,000 users
  • Headquartered in Delémont 
  • Sector: Public administration 
More about SDI

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