foreign [Music] I'm Michael Santos senior itsm solution engineer at atlassian so great to be with you for a lasting team 23. we have a wonderful story and guest for you today from Seb SCB is a leading Nordic Financial Services Group founded in 1856. the vision is to provide world-class service doing so through long-term relationships personal advice and Digital Services and by supporting their customers in the transition to a more sustainable world I'm joined by Darko yakomovsky ITT manager at Seb welcome Darko happy to have you here with us thank you Michael thank you for introduction uh happy to be here and I'm glad that I have this opportunity to to share great let's dive in Darko I tried to share a little bit in my intro but can you tell us more about your organization Seb yes so sap is the leading Northern Financial Services Group with headquarters in Stockholm um in Sweden and about the countries we offer financial advisors and a wide range of financial services in Denmark Finland Norway and Germany our operations have a strong focus on Food Service offerings to corporate and institutional clients can you tell us more about your role as ITT manager at Seb definitely so me and my team we belong to the technology division of ACB group it's a division with I think more than 2 500 employees mainly located in in Sweden and in Lithuania So currently I Elite 16 professionals divided into teams which consists of developers Engineers process owners supporters and Architects I am responsible for Applause and products such as jira and Conference and internal application catalog system called Step that's an impressive amount of both Technical and Leadership oversight in a large and highly regulated organization I can imagine that creates quite the demand for having a strong itsm solution in place can tell us what prompted the switch from BMC to jira service management and what were the business objectives that drove the change yes so definitely um we were already using beams to remedy system for quite some time already uh in the organization and at a certain stage it stops serving the needs of the organization which was changing rapidly with more agile input and more demand from business in it at one point it became a legacy source of solution and we needed to react and start building something that will keep up with the map we already had a jiren conference and it was mainly jira software that was used and is still widely used in organization today so we started looking into the possibilities of what can we do with uh jira service the previous name of Jerusalem we're also looking at other proposals but but we had a demand that we did not wanted to go to Cloud so this was one of our our main things we still wanted to do our management of duplication thus the data center option so we decided to run a proof of concept and start looking at the possibilities of using jira service management as our main I.
T service management tool wow I've heard from other customers that migrating from a legacy itsm solution can be quite the challenge especially trying to uncover how or why something was done in the old system can you share your experience with the migration from BMC to jira service management I would definitely try to to share as much as experience possible in in this short conversation but it was a very big part to be honest and we had to do a large preparation work which I think we still lacked there or more could have been done um so more investigation to the old Legacy setups that were very beneath a lot of customizations more than 700 forms from the portal which had approximately uh 350 automations behind the external and internal Integrations various tools and vendors which we managed to do in the last month so going from Zero to Hero right it's some phrase that I have used with the team um we needed to not only see what the solution could do but configure the solution to meet our unique needs we uncovered that there were few instances where we needed more functionality than available and your resource management offered the flexibility to create create our own custom solutions to fit our needs such as incident number when escalating between supported groups not to be changed or the requesting of the health option which is still a place to be improved in my opinion the ability of the tool to to read an active active directory accounts from sites as such so along the way we had to find solution to some of the challenges we encountered which were set as a demand from various stakeholders but in the end I think we managed to put quite a good migration and I only have my team to tank for that I think that I have to stress that it was a really a team effort this big migration that lasted so I think almost 14 months and of course the help from our plus and partnership code and Atlas in itself which help us along the way in this migration with certain questions and certain guides along the way so I also have to thank these two partners great uh well migrations are a massive undertaking it sounds like you really tapped into the flexibility and configurability of jira service management for customers considering migrating from a legacy solution what's one thing you would wish you had known before starting the migration that's always a good question and something to to reflect upon in we're all smarter after what we have done the things that we have done but I think more time for testing definitely I think that if I would have to choose this we had one month before the the launch the so-called the big Bank launch and we gave one month to the organization it organization to test and build it um additionally I would like to mention not only the testing but when it comes to this type of big migrations always try to dig deeper into your system because you might find things that you didn't know they existed and yeah it comes as a surprise like okay we didn't talk about this thanks Sarco I'm sure everyone at home will appreciate your perspective when it comes to migrating Solutions um let's switch gears and talk about your experience using jira service management post migration what features of service management are you currently using and how um so we we use um all the I2 processes incident request fulfillment problem and and change though we have to mention that the change management process we do use it in your software um we use the negative Geo automations and our internal automations which are behind our request forms and are critical in our daily work it's great to hear you're using so many features already as you know your service management has a lot of capabilities available and a number of Marketplace apps for customers to take advantage of um can you share which are your favorite features and Marketplace apps that are most used oh definitely assets also known as inset which is almost our cmdb which we get the data from their resources jira forms formerly known as performer is something that were heavily dependent on due to the number of and complexity of the request form that we have in in terms of applications I would say that script Runner and refine are also a critical part of our setup right one of my favorite aspects of a flexible service management solution like Jr service management is using the service management capabilities outside of traditional I. T which teams did you start with and what were the process of expanding to other teams so yes um we definitely didn't start immediately with the art organization so we started to be HR important to do resource management and they were our first big project outside of it um actually they were the first big unit of organization to be moved to GSS management after that we started with trt organization now we are planning a full HR consideration to geoservice management we have part of the procurement team moved into geospace management and we are looking into some other business units thus moving away from ICT service management and also focusing on Enterprise services sounds like a great expansion of jira service management across I.
