When leading Nordic financial services group SEB found itself in the midst of rapid growth, their IT Team Manager, Darko Jakimovsk and his team realised that their current ITSM solution just wasn’t serving the entirety of their needs anymore. With more agile input and additional needs from business and IT, SEB knew they had to transition to a more flexible and customizable solution that optimises scaling, consolidates tools, and provides end-users with a modern, competitive experience.
Since SEB already used Jira Software and Confluence, Darko, together with SEB’s management team, chose Jira Service Management for its seamless integration with the Atlassian suite of products as well as the ability to customize the software to the unique needs of an EMEA financial services institution. Transitioning from a traditional ITSM solution can be a difficult lift, but Darko and his team leveraged the help of Atlassian Solution Partner, Eficode, in addition to Atlassian support, to ease the move.
SEB’s migration consisted of:
📃 700 request forms from the portal
⚙️ 350 automations behind these request forms
🧑💻 4,000 agents to be migrated from BMC Remedy
🔀 Multiple internal & external integrations with various tools & vendors
With Jira Service Management, SEB was able to consolidate a Help Center Portal organised by relevant topics to help customers troubleshoot common issues on their own while also guiding them to match with the right agent depending on the incident:
Currently, SEB uses Jira Service Management for multiple ITIL processes including incident, request fulfillment, problem, and change management through its integration with Jira Software. Native automation is also used to power SEBs request forms and is critical for their daily work. Darko also highlights his favorite Jira Service Management features, “[Assets] is our CMDB which we get the data from various sources, Forms is something we’re heavily dependent on due to the number of and the complexity of the request forms that we have”, and in terms of marketplace applications, “Scriptrunner and Refined are also a critical part of our setup.”
SEB has also expanded its use of Jira Service Management beyond IT with HR, procurement, and other business teams adopting the solution. For HR, Darko and his team set up a consolidated HR Requests Portal organised by each country SEB operates in. This was the first migration project outside of IT, and according to Darko, “Now, we are planning a full HR consolidation to Jira Service Management.”
Now that the migration from BMC Remedy to Jira Service Management is complete, SEB has turned its focus to a cloud-first strategy. The team at SEB has started a proof of concept for Jira Service Management Cloud with plans to migrate to Atlassian Cloud shortly after.
If you would like to learn more about SEB’s experience as an Atlassian customer, watch our recent on-demand discussion, From legacy to launch: SEB’s journey to Jira Service Management, from Team ‘23 featuring SEB’s IT Manager, Darko Jakimovski, and Atlassian’s Senior ITSM Pre-sales Solutions Engineer, Michael Santos.