Story Details

Customer profile	a life sciences technology organization
Vertical	Life sciences
Modern ITSM platform	Jira Service Management
Partner	StrataCom

Life Sciences Technology Organization Modernizes Service Management

Life Sciences Technology Organization used a structured IT Transformation and ITSM Modernization effort to improve service delivery, workflow clarity, and Enterprise Service Management readiness.

Project Profile
Customer	A life sciences technology organization
Vertical	Life sciences
New ITSM tool	Jira Service Management
Scale	575 (Q4 2024) employees; $200.5 million (2023) revenue/budget
Engagement span	2025-2027
Primary scope	requirements gathering and process review, core service-management configuration, incident and request management, portal and user-experience improvements, historical data migration, integrations with adjacent systems

Executive Summary

A life sciences technology organization needed service-management practices that could keep pace with operational complexity, user expectations, and the need for dependable support workflows.

The organization needed a cleaner, more flexible service-management operating model that could support evolving business needs.

The modernization centered on Jira Service Management as the new ITSM platform, giving the organization a cleaner foundation for ITSM Modernization, service workflows, integrations, and ongoing improvement.

StrataCom supported the organization through a scope that included requirements and process review, service-management implementation, data migration. Source requirements were translated into a practical program covering requirements gathering and process review, core service-management configuration, incident and request management, and portal and user-experience improvements. The work created a stronger foundation for service delivery while leaving room for ongoing refinement.

The engagement supported IT Transformation and ITSM Modernization by connecting platform work, process design, and operational governance to a broader Enterprise Service Management foundation.

StrataCom brought ITSM and ITIL expertise to the IT Transformation and ITSM Modernization work, along with advanced integration support, custom application development capability, and experience designing advanced workflows for complex Enterprise Service Management environments.

Results At A Glance

1	Documented current-state needs and aligned stakeholders around a practical modernization path
2	Established a modern Enterprise Service Management foundation designed for maintainability and future growth
3	Improved request intake, routing, and agent workflows for day-to-day service delivery
4	Preserved historical service context in a cleaner, searchable structure
5	Reduced manual handoffs by connecting service workflows with adjacent business systems

The Challenge

The available source materials point to a service environment where process clarity, maintainability, and cross-team coordination were important to the next stage of IT Transformation and Enterprise Service Management.

• Stakeholders needed workflows that were easier for users to navigate and easier for administrators to maintain.
• The organization needed a practical delivery path that balanced design, configuration, testing, transition planning, and support.
• Adjacent systems needed to exchange service context without adding unnecessary manual work.

The Solution

StrataCom approached the engagement as a structured IT Transformation and ITSM Modernization effort, using the source requirements to focus implementation work on the capabilities that mattered most. The work centered on Jira Service Management as the new ITSM platform and part of a broader Enterprise Service Management foundation.

• Requirements and process review helped turn current-state needs into a practical implementation plan.
• Core service-management configuration established the operating foundation for the new service environment.
• Incident and request workflows were addressed so day-to-day service intake and routing could operate more clearly.
• Portal and user-experience work focused on making service intake easier for internal users and support teams.
• Historical migration work helped preserve useful operational context while keeping the new environment cleaner. Source materials reference migration or preservation of historical service data.
• Integration work connected service workflows with adjacent systems where handoffs or shared context mattered. Source materials reference integration engineering or adjacent-system connectivity.
• Reporting and dashboard work improved visibility into service activity and operational performance.
• Applied ITSM and ITIL expertise to align service design, workflow rules, approvals, and operational practices with the organization's support model.
• Designed advanced workflows and customer applications where requirements extended beyond routine ticket handling, keeping the solution practical and maintainable.
• Provided advanced integration support so service workflows could exchange context with adjacent systems and reduce unnecessary manual handoffs.

Why It Worked

The work was organized around discovery, configuration, validation, and transition rather than a simple tool swap. That gave stakeholders a way to confirm requirements, test the service model, and refine the experience before and after launch.

The engagement also emphasized maintainability: clear Enterprise Service Management patterns, practical governance, advanced workflow design, and focused integrations were used where they could reduce operational friction without creating unnecessary complexity.

Business Impact

• Documented current-state needs and aligned stakeholders around a practical modernization path.
• Established a modern Enterprise Service Management foundation designed for maintainability and future growth.
• Improved request intake, routing, and agent workflows for day-to-day service delivery.
• Preserved historical service context in a cleaner, searchable structure.
• Reduced manual handoffs by connecting service workflows with adjacent business systems.
• Created a foundation for continued ITSM Modernization and Enterprise Service Management improvement as business needs evolve.
• Gave the organization a partner capable of supporting advanced workflows, integrations, and custom service applications as needs evolve.

Talk With StrataCom

StrataCom helps organizations modernize ITSM, improve service workflows, and build practical Enterprise Service Management foundations.