The service management landscape is evolving fast, and many organizations using Jira Service Management (JSM) are starting to feel the limits of what it can do. JSM has earned its place in the enterprise world by providing solid ticket tracking, tight integration with Atlassian’s suite, and flexible customization. However, these strengths often come with a heavy price—significant time investment to configure and maintain the platform.
As teams grow and workflows modernize, the challenges of JSM become more apparent. Complex setup, siloed processes, and limited native support for collaboration tools like Slack or Microsoft Teams can slow down internal support and frustrate users. When your service management system starts to feel like a hurdle instead of a help, it’s time to consider alternatives built for today’s workplace.
If you’re ready to move past those limitations, this guide will walk you through migrating from Jira Service Management to Siit—a modern platform designed to streamline internal service workflows, enhance collaboration, and automate routine tasks within the communication tools your teams already use.
The Core Problem: Using a Project Management Tool for Service Management
Jira was built for software development, then expanded from developer-DevOps workflows to broader internal teams. What works for development doesn't work for HR, IT, finance, or facilities management. Forcing diverse service needs into a project management framework creates unnecessary complexity and friction.
Proper service management requires a different set of workflows, user experiences, and integrations than project management. Trying to force-fit service management into a project management framework creates unnecessary complexity and inefficiency.
Where Jira Service Management Falls Short
Jira Service Management has been a solid choice for a lot of companies, but as internal service needs change, its drawbacks are becoming harder to ignore. While it handles basic ticket tracking and customization, many teams find themselves dealing with clunky workflows, frustrated users, and unexpected costs.
If that sounds familiar, it might be time to consider a smoother, more modern solution that fits how teams actually work today.
- Poor Admin Experience
Complex workflows and clunky interfaces make life harder for both admins, causing frustration and slowing down productivity. - Limited Slack and Teams Integration
Slack and Teams feel like an afterthought here, forcing users to jump between platforms instead of staying in their natural communication flow.
While JSM or other ITSM brand an integration within Slack, they use to only allow the submission of a ticket from Slack, but then the resolution happen on an email or through the portal
- Atlassian Ecosystem Lock-In
Many organizations get stuck using Atlassian’s suite of tools, limiting their flexibility to work with other best-in-class solutions they’ve already invested in. - Hidden Costs and Pricing Complexity
What starts out looking like straightforward pricing can quickly get complicated with add-ons and unexpected fees. Plus, there’s a dependency on the IT team to set-up and monitor workflows on the long term for other departments. - Siloed Collaboration
Departments often operate in isolation, making cross-team workflows clunky and preventing smooth, unified support. - Limited and Complex Automation
Automation either falls short with basic features or becomes too complex to set up and maintain, leaving teams stuck in a frustrating middle ground. While it promises to be able to do everything, in reality, it’s impossible or requires deep knowledge.
These challenges often lead organizations to spend more time managing their ITSM tools than actually improving internal support, some orgs even go on to hire a full FTE to manage the platform. The need to switch between multiple platforms, wrestle with costly add-ons, and manage siloed departments only adds layers of complexity that hamper productivity.
For businesses aiming to streamline operations, improve employee satisfaction, and scale efficiently, these limitations can become significant roadblocks. That’s why many teams are turning to more integrated, user-friendly solutions that reduce friction and empower IT and corporate teams or internal ops teams to work better together.
How Siit Approaches Support Differently
Siit was built from the ground up for today’s way of working—solving the pain points that traditional tools like Jira struggle with. It’s designed to make your workflows smoother, boost collaboration, and deliver an experience that lets you enjoy the platforms you use for your day-to-day.
Native Slack and Teams Integration
Forget clunky add-ons that don’t really fit. Siit lives inside Slack, letting employees create, manage, and close requests without ever leaving their conversation.
We're not just talking about a Slack bot, we're talking about an app that lets you leverage the full power of your platform and aligns with how you already use it. Direct messages, private and public channels, emojis, attachments—like you're writing to someone naturally and taking advantage of the platform’s full capabilities, rather than using an experience that limits the features of your communication channel
No platform hopping, no extra tabs—just support that flows naturally where your team already is.
Flexible Workflow Design
Your processes are unique, and your ITSM should reflect that. Siit gives you the freedom to build workflows that match how your organization works—whether it’s visual or technical, easily choose among multiple triggers and design your own process.
No need to force your team into rigid templates or hire expensive consultants.
Modern Integration Ecosystem
You’ve invested in great tools like Notion, Okta, Intune, and Jamf. Siit works seamlessly with these, fitting into your existing tech stack instead of making you start over.
This means fewer headaches and a more connected experience for everyone involved.
Transparent and Predictable Pricing
With Siit, what you see is what you get. No hidden fees, no confusing add-ons, no surprise charges for SSO or portal access.
We don't charge based on the number of workflows; automations are unlimited, giving teams complete freedom to build as many as they need. (This applies specifically to workflows, not AI agents.)
Pricing is clear and scalable, so you can plan your budget without the guesswork.
Cross-Departmental Collaboration
Gone are the days of siloed teams and lost information. Siit’s collaboration features—like Request Followers and threaded comments—make it easy for IT, HR, Finance, and others to work together seamlessly.
We offer collaboration capabilities while maintaining a high level of privacy and confidentiality which are important for other teams like HR, Finance, Legal, and Procurement. Requests move effortlessly across departments without losing context or momentum.
Intelligent Automation
Automation shouldn’t be complicated or intimidating. Siit’s AI triage and no-code workflow tools let you automate routine tasks with ease, freeing your teams to focus on what really matters.
The platform handles the busywork so you don’t have to.
AI Agents
Siit's AI Agent transforms how your team handles routine requests, delivering instant resolution and intelligent automation that doubles your productivity.
Resolves Recurring Issues Instantly: Password resets, access requests, and more—done in seconds.
Leverages Your Knowledge Base: Delivers accurate answers using your existing resources.
Replies in the Right Language: Adapts to the tone and style your users expect.
Escalates When Needed: Hands off complex issues to a human seamlessly.
From automatic triage to automatic resolution of application access requests, AI Agents will double your productivity by handling the routine while you focus on what matters most.
Step-by-Step Jira Migration Process
Moving from Jira Service Management to Siit doesn’t need to be a headache. With Siit’s easy-to-use migration tools and dedicated support, you’ll sail through the transition smoothly.
Phase 1: Assessment and Planning (Week 1-2)
- Current State Analysis: Document your current JSM configuration, including active projects, service catalog, workflows, custom fields, user groups, and integrations.
- Stakeholder Alignment: Engage key stakeholders to understand their needs and pain points, helping optimize your Siit configuration.
- Migration Timeline Planning: Develop a realistic timeline that accounts for data migration, user training, and parallel operation periods.
Phase 2: Environment Setup (Week 2-3)
- Siit Configuration: Set up user groups, workflows, and customizations based on your organizational needs.
- Integration Configuration: Configure integrations with tools like Workday, HiBob, Okta, Intune, Jamf, and Jira, ensuring seamless data flow.
- Test Environment Validation: Test the Siit environment with sample data and workflows to identify and resolve potential issues.
Phase 3: Data Migration (Week 3-4)
- Historical Data Transfer: Import JSM data, including tickets, comments, attachments, and user information. API documentation
- User Account Configuration: Transfer user accounts and permissions, simplifying management with Siit’s flexible permissions system.
- Workflow Testing: Test workflows with real data to ensure functionality and smooth operation across the platform.
Phase 4: User Training and Go-Live (Week 4-5)
- User Training Programs: Provide structured training sessions to ensure users can take full advantage of Siit’s capabilities.
- Phased Rollout: Roll out Siit to smaller teams first, gather feedback, and then deploy organization-wide.
- Support and Monitoring: Monitor usage and provide ongoing support during the go-live period to ensure a smooth transition.
Common Challenges When Leaving Jira
Moving away from Jira Service Management can feel overwhelming, but knowing what to expect helps you plan smart and keep things running smoothly.
Data Migration Complexity
Years of using Jira often means dealing with messy data—duplicate fields, inconsistent categories, and workflows that have morphed over time. Siit’s migration tools clean up the clutter, import your request history all while making sure nothing important gets lost, giving you a fresh, manageable start.
User Resistance to Change
Switching systems can be tough for any team. But because Siit is built right into Slack or Teams and designed to be intuitive, your users will experience a design built to make ITSM painless for everyone.
Integration Dependencies
Many organizations discover hidden ties to Jira or other Atlassian tools that complicate the move. Siit’s flexible integrations cover a wide range of apps, keeping your data synced without locking you into a single ecosystem.
How Siit Handles These Challenges
Siit’s migration process is designed to address the typical challenges organizations face during a transition, ensuring that the process is as smooth as possible.
- Streamlined Request Data Migration: Siit’s migration tools and dedicated Jira Service Management integration help clean up unnecessary complexity while retaining all essential data and history. This ensures you start fresh with your CMDB infrastructure mapped out.
- Change Management Support: Communication channels set, message templates created, and easy-to-use interfaces with plenty of tutorial materials, Siit helps drive faster user adoption. Plus, Siit will even send help articles directly to the end-user.
- Flexible Integration Architecture: Siit connects with your existing tools, eliminating the need for a complete overhaul of your tech stack while ensuring you catch the right info from your source of truth.
- Workflow Simplification: Siit helps simplify complex workflows while retaining the essential functions of your current processes and provides templates to help you get started fast.
- Reduced Training Requirements: Siit’s intuitive design minimizes training time and ensures a smoother transition.
Real-World Examples
Swile’s Transformation Story
Migrating from Jira Service Management (JSM) isn’t just theoretical—it has real-world benefits that can drastically improve how teams operate. Take Swile, a leading employee benefits platform, for example.
The Challenge
When Swile’s trusted ITSM tool, Halp, was discontinued, they faced the daunting task of finding a replacement. At the time, Swile’s processes were fragmented across multiple platforms: Slack workflows, Notion pages, and Google Forms. This disjointed approach was making it difficult for their team to keep track of requests, leading to inefficiencies and inconsistencies.
The Solution
Swile decided to implement Siit, attracted by its seamless Slack Integration and user-friendly interface. Within just a few days, the platform was live, and teams started seeing positive results immediately. Swile found that Siit’s AI-Powered Triage and automated workflows solved the issue of routing requests efficiently, and the integration with Notion helped centralize their knowledge base.
Measurable Results
The switch to Siit led to significant time savings: Swile’s internal operations teams saved about 30 minutes per day through process automation. Employee satisfaction also reached an impressive 99%, thanks to faster service and streamlined workflows. Additionally, Siit’s customizable Analytics & Reporting dashboards allowed Swile to optimize request management and continuously improve employee support. The full transition length was more or less 3 weeks.
Qonto’s Scaling Success
Qonto, a leader in financial management for SMEs and freelancers, faced a familiar challenge: rapid growth outpaced their existing ITSM solution.
The Challenge
As Qonto expanded quickly, their legacy system struggled to keep up. Xavier Rotivel, Qonto’s Senior IT Lead, needed a platform that fit their specific needs rather than forcing them into rigid workflows. Their previous attempt to integrate Zendesk with Slack didn’t provide the seamless experience teams expected, creating friction and limiting adoption.
The Solution
Qonto turned to Siit for its flexible, user-friendly platform. The ability to import previous request data meant no disruption, while automated workflows made onboarding and offboarding smoother and more reliable. Integrations with knowledge tools like Notion helped employees find answers fast, cutting down on routine requests.
This success with IT operations encouraged other departments—HR, finance, procurement, and travel—to adopt Siit, proving its versatility beyond IT.
Measurable Results
With Siit, Qonto deflected 28% of tickets through self-service and AI-driven workflows. Level 1 requests saw SLA reductions of 50%. Robust analytics turned operations from reactive to proactive, allowing early issue detection and faster resolutions.
One standout success was tackling a VPN issue that generated 20-30 weekly tickets. Siit’s analytics grouped and tagged these requests, enabling Qonto’s IT team to address the root cause and reduce related tickets by 80%. In 2024, they onboarded 500 new employees without overwhelming IT support — a testament to Siit’s scalable efficiency.
The migration for 200 admins took about a month and a half. What’s exciting is that right after the initial launch, several more teams were eager to join, driven by the overwhelmingly positive feedback. The strong early response created real momentum for broader adoption.
INLINE CTA: Join successful companies like Swile and Qonto - Begin your migration
LINK: https://www.siit.io/signup
Key Roles and Responsibilities in the Migration Process
A smooth migration isn’t just about technology—it’s about people working together toward a common goal. Switching from Jira to Siit requires coordination, clear communication, and shared ownership across different roles. Each person brings a unique skill set that, when combined, makes the whole process not just manageable, but a real opportunity to improve how your team works.
Here’s a look at the key players who’ll be driving your migration forward and why their roles matter:
- Migration Project Manager
Responsible for coordinating all migration activities, managing timelines, and acting as the liaison between your organization and Siit’s team. This person keeps everything on track and ensures milestones are met. - Technical Administrator
Handles the technical side of the migration, including data export from JSM, integration setup, and user account migration. They should be familiar with both JSM and your organization's technical infrastructure. - Business Process Owner
Provides expertise on current workflows, helping to optimize processes during migration. This person ensures the migration delivers business value, rather than just replicating JSM’s setup. - Change Management Champion
Focuses on training, user adoption, and supporting your team as they transition to Siit. A strong advocate for Siit’s efficiency improvements, this role ensures the migration pays off by driving usage across the organization. - Siit Migration Specialist
A dedicated expert from Siit who will guide you throughout the migration process. From configuring workflows to ensuring best practices are followed, Siit’s specialists will help you move seamlessly from JSM to Siit.
Time to Move to Siit for Modern Service Management
Migrating from Jira Service Management to Siit isn’t just about swapping software—it’s about embracing a platform built for today’s way of working. With modern user experience, native Slack and Teams integration, flexible workflows tailored to your team, intelligent automation, and insightful reporting, Siit addresses the core challenges that make Jira hard to scale and frustrating to use.
Siit makes migration straightforward and minimizes disruption, helping your teams get up and running quickly while boosting employee satisfaction and operational efficiency. If your current ITSM feels like a roadblock rather than a tool for growth, it’s time to explore what a modern, user-friendly, and scalable solution can do. The first signs of ROI can typically be measured after about two months.
Ready to leave the complexity behind and empower your internal support with smarter service management? Request a demo today and see how Siit can transform your workflows, collaboration, and support experience—right where your teams already work.
