A modern semiconductor company is designing the future of hyperscale cloud and edge computing. For an industry leader powering the sustainable cloud, delivering superior internal IT service with speed and precision is a critical operational benchmark. To achieve this, the enterprise requires an enterprise-grade service management platform capable of handling immense complexity and scale.

Challenge

The enterprise's migration from a fragmented FreshService and FreshDesk environment to a unified Jira Service Management (JSM) platform had stalled. The core challenge was preserving seven years of operational history for more than 1,400 users.

However, the standard data import tools could not transfer critical data like ticket comments, attachments and custom fields. The enterprise's employees had also grown used to the platform's complex automations, so it was important to replicate that familiar experience in JSM. Combined with the need to migrate legacy data, this made for a highly complex challenge.

Solution

ServiceRocket engineered a custom solution to reconstruct the enterprise’s entire service history without disrupting daily operations.

Using custom scripts and FreshService’s API(application programming interface), ServiceRocket obtained ticket data from different groups within the legacy system. This approach:

• Ensured data fidelity: ServiceRocket extracted all data—including comments, attachments and custom fields—from over 26,000 tickets.
• Workflow reconstruction: Following a deep discovery phase, ServiceRocket’s team recreated hundreds of complex automations to deliver a JSM environment built for the enterprise’s high-volume needs.

Results

The Jira Service Management migration addressed all data-loss challenges and user expectations, delivering a stable and scalable foundation for IT service delivery. The enterprise now benefits from:

• Full data preservation: All new JSM tickets were correctly mapped with key data points from 26,000+ tickets.
• Upgraded workflow architecture: 100+ FreshService automations were reconstructed and optimized in JSM, expanding capabilities and elevating the end‑user experience.
• Centralized visibility and analytics: The new system eliminated data silos, enabling advanced, data-driven reporting for more than 1,400 users.
• Uninterrupted user adoption: The migration was executed without disrupting operations. It also resulted in a faster, improved experience for end users.