Cost certainty without disruption
Reducing platform spend while protecting live operations
The Context
A global enterprise engaged Sentify to migrate from ServiceNow to Jira Service Management.
The mandate was financial and operational: reduce total cost of ownership while maintaining live service continuity across a 7,000+ employee organisation operating at global scale.
From an executive perspective, the existing platform worked. However, licensing cost, structural complexity and long-term agility were increasingly under scrutiny.
The opportunity was not fixing failure. It was delivering measurable cost improvement without introducing operational risk.
The Challenge
The organisation’s ServiceNow environment was deeply embedded in service operations. Mid-programme, the migration scope shifted from a simplified reset to a full Big Bang transition, including historical records and live tickets.
Risk escalated quickly.
- →Operational disruption during cutover
- →Loss of data integrity
- →User resistance to change
- →Budget exposure if timelines slipped
The executive question became clear:
Could the organisation materially reduce platform cost without destabilising service delivery?
The Approach
Sentify structured the transition across four dimensions: data, structure, process and people.
When the migration model expanded, the strategy adapted immediately to preserve live ticket continuity and data integrity. Rather than replicate legacy complexity, workflows were simplified and aligned to Jira Service Management’s strengths. A Minimum Viable Product launch reduced go-live risk, while a sequenced roadmap protected post-migration optimisation. Critical to success was maintaining clarity between launch-essential scope and future enhancements. This protected timelines, reduced change fatigue and preserved executive confidence.
The Outcome
- 7,000+ employees transitioned
- Zero unplanned service disruption
- Full live ticket and historical data continuity
- Governance framework established for ongoing platform evolution
The programme delivered measurable financial return while strengthening service management foundations and improving structural agility.