Story Details

Customer profile	a large Global Financial Technology Company
Vertical	Financial technology
Modern ITSM platform	Jira Service Management
Partner	StrataCom

Large Global Financial Technology Company Modernizes Service Management

Large Global Financial Technology Company used a structured IT Transformation and ITSM Modernization effort to improve service delivery, workflow clarity, and Enterprise Service Management readiness.

Project Profile
Customer	A large global financial technology company
Vertical	Financial technology
New ITSM tool	Jira Service Management
Scale	Scale to confirm
Engagement span	2023-2025
Primary scope	core service-management configuration, portal and user-experience improvements, CMDB/Assets and supporting data, historical data migration, integrations with adjacent systems, dashboards, reporting, and operational visibility

Executive Summary

The organization runs a complex, regulated business across fleet mobility, employee benefits, and corporate payments. As the company scaled, its service management environment needed to keep pace with a business that depends on reliable, secure, and easy-to-use technology operations.

The old platform was Cherwell, supported by additional service and support workflows in separate systems. The company needed a more agile service foundation: one that could improve the end-user experience, simplify request intake, preserve historical records, support HR and IT on a common service model, and connect adjacent support teams without forcing users to work across disconnected tools.

StrataCom partnered with the company on a phased modernization program that began with HR, expanded into IT, migrated historical records, and added integrations and enhancements for support teams. The result is a modern, scalable ITSM foundation that gives the company clearer workflows, stronger adoption, better administrative efficiency, and a platform for continuous improvement.

Results At A Glance

25%	automation rate reported in public customer-story materials
17%	increase in administrator productivity reported after the modernization effort
60%	decrease in ticket escalation reported after moving to the modern service model
HR first	HR service workflows were delivered before the broader IT implementation, creating an early proof point for expansion

The Challenge

The company's service management needs were not small or isolated. HR required secure case management and approvals. IT needed clearer incident, request, and change workflows. Technology support teams had process knowledge spread across tools, teams, and historical records. Administrators needed a way to deliver improvements without slow development cycles or heavy customization burden.

• Legacy service workflows were slowing change and making collaboration harder across service, support, and delivery teams.
• The end-user experience needed clearer portals, simpler request types, better routing, and mobile-friendly access.
• Historical tickets and supporting data needed to remain searchable without carrying unnecessary complexity into the new operating model.
• Adjacent support teams needed integration paths so work could move between systems while reducing duplicate entry and manual handoffs.
• The company needed a practical path forward that balanced speed, security, data preservation, and ongoing operational support.

The Solution

StrataCom shaped the work as a phased modernization rather than a single high-risk cutover. The first phase focused on HR case management, giving the company a controlled way to validate the new service model before expanding into broader IT service management.

• HR service management: configured secure HR-only access, purpose-built categorization, routing, approvals, basic SLAs, a tailored service portal, and knowledge-review workflows.
• IT service management: implemented incident, request, and change capabilities with approvals, a simplified service portal, mobile access, and a basic CMDB/Assets foundation.
• Historical data migration: moved legacy and service-desk records into searchable, read-only structures so teams could keep operational context without recreating old complexity.
• Support-system integration: built bidirectional workflows between the modern ITSM platform and an existing customer-support ticketing platform, later extending the integration to comments, attachments, field updates, and standard change creation.
• Continuous improvement: provided staff augmentation and administration support for enhancements, portal redesign, dashboards, reports, Assets development, integrations, and day-to-day operational questions.

Why It Worked

StrataCom's ITSM and ITIL expertise helped translate requirements into maintainable service workflows as part of a broader IT Transformation and ITSM Modernization effort. The same team could provide advanced integration support, build customer applications, and design advanced workflows as Enterprise Service Management needs expanded.

The modernization succeeded because it matched the company's pace and complexity. Instead of treating the project as a tool swap, the teams focused on the service experience: what employees needed to request, what agents needed to resolve, what administrators needed to maintain, and what historical data needed to remain available.

Business Impact

• Improved user experience: The company gained clearer service portals and request flows for internal customers, helping users find the right service faster.
• Greater administrator productivity: Service teams could configure, refine, and support workflows more efficiently than in the legacy environment.
• Lower escalation pressure: Better routing, automation, and clearer workflows helped reduce unnecessary ticket escalations.
• Preserved operational history: Historical tickets remained available for reference while the new service model stayed cleaner and easier to manage.
• Expandable foundation: HR, IT, support integrations, CMDB/Assets, approvals, dashboards, and reporting could grow from the same modern service-management base.

Talk With StrataCom

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