From fragmentation to flow: Transforming IT service delivery with Atlassian Tools

Siloed systems, disjointed toolchains and manual processes were significantly limiting the effectiveness of IT service management (ITSM). The organization faced four key challenges:

• Fragmented service management – No centralized portal for incident management, service requests, and problem resolution caused delays and inefficiencies.
• Manual, Excel-driven reporting – Lack of real-time insights made tracking metrics across 30+ Scrum teams difficult.
• Inconsistent processes – Non-standardized workflows hindered cross-team collaboration and slowed down operations.
• Limited leadership visibility – Decision-makers lacked data for strategic planning and productivity enhancement.

Nagarro implemented a comprehensive digital transformation strategy built on the Atlassian ecosystem. We created a scalable, efficient ITSM foundation.

• Deployed JSM (Jira Service Management) for a unified service portal.
• Developed custom workflows with auto-escalation and prioritization features.
• Integrated Opsgenie for real-time incident alerts and ServiceNow for automated system updates.
• Established 75+ automation rules, to reduce repetitive tasks.
• Onboarded over 30 Scrum teams to Jira with structured workflows.
• Created 100+ real-time EazyBI metrics for precise tracking.
• Developed 10 EazyBI dashboards featuring 155+ data gadgets and over 290 reports per Scrum team, for performance analytics.

The engagement resulted in a future-ready, scalable service management ecosystem that delivered measurable impact across key performance areas:

• 50% reduction in manual effort due to automation for repetitive tasks.
• Real-time reporting enabled strategic decision–making with immediate project visibility.
• Accelerated incident resolution through automated workflows and Opsgenie integration.  
• Enhanced team productivity from standardized processes across software development, operations, and supply chain.  
• Improved customer satisfaction – with quicker response times and optimized service delivery.

With a unified platform, intelligent automation, and real-time insights, the organization is now able to confidently scale and continuously innovate in a rapidly changing digital landscape.