CASE STUDY

Jira-Led ITSM Transformation
for a European Bank

Endpoint Management, Data & Analytics
BFSI

Project Highlights

Scope

  • Conducted a full review and restructuring of the client's Jira Service Management environment, covering asset data definitions, imports, and discovery-based mapping.
  • Rebuilt the service catalogue from the ground up through structured alignment workshops and example service modelling.
  • Designed and configured ITIL-aligned workflows for Incident, Request, Change, and Problem Management within the Jira Premium environment.
  • Delivered end-to-end testing, production migration, go-live, and a dedicated HyperCare stabilisation period.

Challenges Overcome

Rationalised a fragmented service catalogue with overlapping, inconsistently defined entries into a structured and agreed service model.

Established clear asset-to-service relationships where none existed, enabling reliable impact analysis for incidents and changes.

Standardised ITSM workflows across Incident, Request, Change, and Problem Management, replacing divergent team practices with repeatable processes.

Closed knowledge gaps in Jira product usage, ensuring the platform's capabilities were fully embedded in day-to-day operations.

Business Impact

The Jira Service Management (JSM) transformation is expected to yield measurable improvements across service delivery, operational efficiency, and process consistency.

Reduction in mean time to resolve (MTTR) incidents

Decrease in service request handling time

Reduction in manual effort across ITSM processes

Reduction in cross-team process inconsistencies

The Client

A wholly owned subsidiary of a major state bank, the client operates as a universal financial institution across Germany, serving corporate and retail clients with short- and medium-term financing, savings products, international money transfers, and documentary collection services.

  • 7 branches across major German cities, including Berlin, Hamburg, Cologne, and Munich
  • Niche market position bridging two financial ecosystems, with over 60 years of regional presence
  • Online banking platform for retail customers and an international correspondent banking network
A businesswoman is in front of the screen.

The Problem

As the bank's service portfolio grew, its Jira environment became increasingly fragmented and difficult to manage at scale. A BGTS review of the existing setup identified the following critical shortcomings:

  • The service catalogue had grown without governance, resulting in disorganised, overlapping, and poorly maintained service entries.
  • Asset-to-service relationships were undefined, preventing reliable impact analysis for incidents and planned changes.
  • Incident, Request, Change, and Problem Management processes were applied inconsistently across teams, creating operational unpredictability.
  • Manual workarounds and underutilisation of Jira's native capabilities were generating avoidable delays across IT service operations.

The Solution

BGTS delivered an end-to-end Jira Service Management transformation structured around two workstreams: Asset Management and ITSM Process Configuration.

On the asset side, BGTS defined taxonomies, imported data, configured the Asset Discovery plugin, and mapped assets to services to create a reliable, navigable inventory of the bank's IT landscape.

For the service catalogue, BGTS facilitated alignment workshops with client teams, agreed on scope and structure, and implemented example service models as reference templates. ITSM processes for Incident, Request, Change, and Problem Management were designed to ITIL standards, configured in the Jira Premium environment, and validated through structured testing prior to production migration.

Go-live was supported by a HyperCare period to ensure a stable transition and embed the new ways of working across teams.

Team & Technology

Tech Stack Utilised

ITSM Platform

  • Atlassian Jira Service Management

Asset Management

  • Jira Assets (formerly Insight)

Discovery

  • Asset Discovery Plugin for Jira

Process Frameworks

  • ITIL-based ITSM workflows

Integration

  • Jira-native automation rules and service catalogue linking

Team Composition

3 Atlassian Solution Consultants

The Outcome

A Unified Service Catalogue

A structured, agreed-upon catalogue replaced a fragmented set of inconsistently maintained service definitions, giving all teams a reliable and navigable reference point.

Accurate Asset and Service Visibility

Discovery-backed asset mapping and clearly defined service relationships provide the bank with a complete and accurate view of its IT estate and service dependencies.

Standardised ITSM Processes

Incident, Request, Change, and Problem Management now follow consistent, ITIL-aligned workflows across the organisation, replacing divergent team practices with repeatable, auditable processes.

Reduced Manual Overhead

Jira-native automation and the elimination of manual workarounds have measurably reduced operational effort, freeing teams to focus on higher-value service management activities.