The Contegix/Ascend team was contracted to work with American Software in helping to consolidate their current Jira Software instances, and migrate from four separate IT Service Management (ITSM) tools into a single instance of Jira Service Desk. The Jira Service Desk and Jira Software environments were needed to support thousands of customers and clients, along with multiple internal project teams. The team also needed to take into account Configuration Management Database (CMDB) and asset management capabilities.
Our team reviewed the current environments and analyzed both American Software’s ITSM practices and processes, along with American Software’s agile processes. Following discovery, architected a high availability project management and ITSM solution using the Data Center environment, migrating and consolidating multiple Jira environments and multiple ITSM tools from various vendors and home grown solutions into the Jira Data Center and Confluence KB.
Our team successfully migrated American Software from a multi-tooled environment into a single tool (Jira) with minimal use of add-one / apps to implement configurations. A third party tool was successfully integrated into Jira Software and Service Desk to provide asset management capabilities and functionality.