Anonymized customer story · Global ITSM with Jira and JSM
Structure global ITSM for a payments leader
Ovyka designed and deployed an ITSM platform based on Jira and Jira Service Management for a global payments leader operating in dozens of countries across every continent. The programme covered all subsidiaries, internal services and B2B services delivered to major enterprises.
- Coverage
- Dozens of countries, every subsidiary and every continent
- JSM scale
- Up to 4,000 agents and more than 100,000 tickets per year
- Scope
- Internal services, operations and critical B2B services
- Adoption
- Initial rollout in four months, replacing four legacy solutions
Transformation challenge
Converge global operations without erasing local realities
The organization needed a shared frame to qualify requests, control incidents, manage change and coordinate communications. Teams shared availability and quality goals, but their tools, vocabulary, escalations and ownership remained heterogeneous.
B2B services also involved complex integrations with major customer systems. The platform had to preserve end-to-end traceability, support internal and external communications, and remain stable as the number of user entities grew rapidly.
Global standard
Define a shared foundation for subsidiaries in dozens of countries with governed local exceptions.
Critical operations
Cover requests, incidents, problems, changes, operations and status communications.
Complex ecosystem
Integrate a broad Atlassian application set, many plugins and external B2B systems.
Scale and maintainability
Support up to 4,000 agents and over 100,000 annual tickets without multiplying incompatible models.
Ovyka approach
Design the service model, then industrialize delivery
The programme connected ITSM decisions, Jira/JSM architecture, integrations, specific development, governance and adoption. Standards were designed to accelerate country rollout while maintaining centralized control.
- 01
Align the ITSM model
Clarify services, roles, commitments, incidents, changes, escalations and priority communications.
- Service map
- Global RACI
- Shared processes and standards
- 02
Build the Jira/JSM architecture
Translate decisions into portals, projects, workflows, queues, SLAs, automation, reporting and links to technical teams.
- Functional architecture
- Reusable standards
- Permission model
- 03
Integrate and develop
Connect internal and B2B systems, deploy useful plugins and develop specific extensions where needs could not be met otherwise.
- Integration flows
- Plugins and custom development
- End-to-end tests
- 04
Roll out globally
Replace legacy solutions, support teams and extend the model quickly across countries and subsidiaries.
- Rollout plan
- Agent enablement
- Governance and evolution backlog
Target model
One global, integrated and governed service chain
Jira Service Management carried service journeys, commitments and operations. Jira, Confluence, Statuspage, Marketplace plugins and specific development completed the platform for technical, collaborative and B2B requirements.
End-to-end ITSM
Requests, incidents, problems, changes, operations and escalations managed in one coherent chain.
Statuspage communications
Structured status communications for internal and external audiences during operational events.
Complex B2B integrations
Connections with major customer systems preserving context, traceability and ownership.
Extended Atlassian ecosystem
Combination of Jira, JSM, Confluence, Statuspage and many plugins according to service needs.
Specific development
Custom plugins created for requirements not covered by standard or Marketplace capabilities.
Standards and governance
Shared models imposed across entities, governed exceptions and centralized platform control.
Outcomes
Rapid global adoption and a platform stable for many years
The first implementation was delivered in four months and replaced four costly legacy solutions. Its success accelerated expansion to other countries, where it progressively replaced many local systems.
Adoption in four months
The initial foundation went live rapidly while integrating processes, data, teams and legacy tools.
Successful scale-up
The platform supported up to 4,000 agents and over 100,000 tickets per year.
International expansion
The model was reused across countries and subsidiaries through repeatable standards.
Reduced maintenance costs
Governance and standards kept the solution stable for many years without major difficulty.
Ovyka
Do you need to align several countries around one ITSM model?
Ovyka can help design the platform, integrations and governance required for global rollout.