Team Data

Unlocking Efficient Service Delivery: ERPA's Transition from ServiceNow to Jira Service Management

November 29, 2023
Reid Bourgeois
ERPA logo
  • INDUSTRY: Enterprise Application Management
  • LOCATION: Dublin, Ohio
  • SOLUTIONS: Jira Service Management Implementation & Utilization of Tempo Timesheets


In a business landscape where customer demands are always changing, evolving with their expectations is essential for success. Organizations that understand the importance of delivering seamless service experiences are the ones that thrive. 

ERPA, a leading technology company committed to exceptional service delivery, used ServiceNow to implement ITSM practices. However, after recognizing the need for a more efficient and cost-effective solution, they decided to migrate to Jira Service Management. The decision was rooted in a commitment to operational excellence and Jira Service Management’s tight integration with other Atlassian tools. 

In this case study, we explore why ERPA made the switch to a more modern service management platform and how it is transforming their business.


Operational Synergy: Leveraging ERPA's Existing Jira Infrastructure

One of the primary reasons for ERPA's transition to Jira Service Management was its natural fit with its existing tech stack. They had previously struggled with having their data dispersed across disconnected systems. Already utilizing Jira Software for their project management needs, the transition to Jira Service Management was organic since the platform met all of their issue-tracking needs and enabled teams to work within a unified platform

The connectivity of the Atlassian ecosystem allowed ERPA to seamlessly switch to Jira Service Management, minimizing disruption for agents and teams. By leveraging the customizable nature of the Atlassian platform, ERPA was able to integrate existing processes into Jira Service Management and maximize the value of its Atlassian investment. 

Enhanced Visibility: Gaining Insights into Team Productivity

Having real-time visibility into your team's activities is paramount for keeping pace in a competitive business environment. However, traditional ITSM platforms like ServiceNow cannot match the flexibility and big-picture visibility that modern solutions like Jira Service Management provide. 

Since implementing Jira Service Management, the platform has transformed how ERPA understands and manages its teams. The organization can now easily monitor how different teams are performing and ensure everyone is aligned with the company's goals. This newfound visibility is helping ERPA make better, data-driven decisions that boost productivity and drive growth.

Automation: Streamlining Mundane Tasks with Automation for Jira

Mundane, repetitive tasks can drain both time and resources, slowing down productivity and hindering innovation. There was an opportunity for ERPA to leverage Atlassian’s automation capabilities, so they tapped into the power of Automation for Jira. 

This feature allows ERPA to automate redundant, time-consuming tasks, freeing up teams to focus on more valuable activities. With automation in place, ERPA has been able to improve efficiency, reduce errors, and enhance service delivery across the organization.


Changing the way people work and the tools they use is always a challenge, especially when moving away from heavyweight legacy systems that teams have used for decades. Thankfully, ERPA had Praecipio guide them through the journey of transitioning to Jira Service Management, ensuring that teams were set up for success with their new technology. 

Praecipio has helped ERPA leverage Tempo Timesheets, an Atlassian Marketplace add-on to gain even greater control over their operations. Tempo offers enhanced capacity management capabilities, giving ERPA valuable insights into resource allocation and workload distribution. With this tool in their stack, ERPA can better manage their team's capacity, ensuring they are always working on initiatives in a strategic manner.


ERPA's migration to Jira Service Management is a prime example of a company prioritizing efficiency and maximizing their technology investment. By integrating their existing processes and harnessing the power of automation and enhanced visibility, they are transforming the service experience for employees and customers alike. This transition to Jira Service Management shows how building a collaborative ecosystem with the right technology can lead to operational improvements and cost savings.

If you're seeking ways to improve your service delivery processes and drive operational efficiency, Praecipio can help. As a Platinum Atlassian Solution Partner, Praecipio has deep expertise in using the Atlassian platform to drive business forward. 

With a proven track record of successful Jira Service Management implementations, Praecipio brings a wealth of knowledge and best practices to the table. No business is created equally, and our team works closely with customers to tailor our solutions to meet their specific business needs.

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