How a Top Streaming Service Provider Scaled Their Service Management with JSM and ServiceNow

As our client continued to expand its global footprint, so did the complexity and volume of customer service requests. With a world-class brand built on instant access and seamless digital experiences, the company needed its support infrastructure to match the speed and scale of its streaming platform.

While they had invested in ServiceNow to manage complex internal IT workflows and high-level escalations, the platform wasn’t designed for the growing demand placed on Tier 1 support. Licensing costs were rising, workflows were stretched, and customer satisfaction was at risk. The client turned to Praecipio to help build a scalable, cost-effective service management model that could coexist with ServiceNow—without adding friction for customers or agents.

Like many global enterprises, our client was at a crossroads with its service management strategy. While ServiceNow remained a powerful tool for handling Tier 2 and Tier 3 requests, it wasn’t optimized for the fast-moving, high-volume nature of Tier 1 customer service.

Support teams were under pressure to onboard thousands of new Tier 1 agents to keep up with growth, but ServiceNow’s cost and complexity made that scale financially and operationally untenable. Adding to the challenge, many of these Tier 1 requests were coming from non-technical users—yet routed through a system primarily built for technical IT service management.

Internally, the client also wanted to simplify the agent experience. Its support staff were navigating disparate workflows across systems, and the lack of a unified portal meant slower resolutions, inconsistent ticket routing, and a growing backlog of escalations.

The company needed a solution that could:

• Specialize and streamline Tier 1 support
• Deliver a seamless experience for agents and customers alike
• Scale efficiently without ballooning licensing or infrastructure costs
• Maintain a direct escalation path to ServiceNow for complex issues
• Move from proof of concept to production at speed

 

To solve these challenges, the client partnered with Praecipio to design and implement a dual-platform solution that strategically augments ServiceNow with Jira Service Management (JSM)—giving Tier 1 support its own space to operate, while preserving ServiceNow’s value for higher-tier escalations.

JSM as the Front Door to Support

Praecipio implemented JSM as the centralized intake system for all external support requests, serving U.S.-based, international, and corporate customers. With its intuitive interface and strong self-service capabilities, JSM enabled the client to streamline how customers interact with support—reducing reliance on agents for simple, repeatable requests.

The new architecture allowed Netflix to:

• Route tickets through JSM’s specialized Tier 1 queues, drastically improving triage speed
• Leverage JSM’s automation and knowledge base to deflect common requests
• Provide agents with a unified interface, improving speed-to-resolution and reducing training overhead

Seamless Escalations to ServiceNow

Crucially, JSM didn’t replace ServiceNow—it worked alongside it. When a support request required escalation beyond Tier 1, tickets were automatically transferred from JSM to ServiceNow. This transfer preserved the full context of the interaction, ensuring that Tier 2 and 3 support teams had everything they needed to resolve the issue without backtracking or rework.

Behind the scenes, Praecipio established secure integrations and routing logic that enabled:

• Preservation of ticket metadata and context between platforms
• Seamless communication between systems, reducing handoff time
• Visibility across the entire support lifecycle, from first contact to resolution

This architecture also ensured that ServiceNow remained the system of record for complex IT and development support, routing those escalations directly to teams using tools like Jira Software and Confluence—maintaining alignment across IT and engineering.

By bringing JSM into the fold, the client created a purpose-built layer of Tier 1 support that could scale independently of ServiceNow—without creating silos or compromising experience.

Scalable Support, Lower Cost

The client avoided the need to onboard thousands of new ServiceNow licenses for Tier 1 agents, resulting in substantial cost savings while still expanding support coverage.

Improved Agent Efficiency

A simplified, unified portal allowed Tier 1 agents to resolve requests more quickly and accurately, while enabling faster onboarding of new team members.

Seamless Customer Experience

Customers never encountered the complexities of what system was used behind the scenes—escalations happened automatically, without service interruption or repeated questions.

Faster Time to Value

Praecipio delivered a working proof of concept within weeks, enabling Netflix to move quickly from pilot to production without losing momentum.

A Model for the Modern Enterprise

The client’s dual-platform service model is a powerful example of how large organizations can extend the value of existing investments while solving for scale. By using Jira Service Management to handle Tier 1 volume and integrating it tightly with ServiceNow, the client not only improved operational efficiency but also strengthened its ability to support a global, always-on customer base.

As enterprise service management continues to evolve, Praecipio remains a trusted partner in helping organizations choose the right tools for the right jobs—and ensuring those tools work together to accelerate outcomes.