In today’s digital-first world, organizations depend on seamless IT support across global teams. As businesses scale, service requests, incident handling, and change management become complex, and legacy ITSM setups struggle to keep pace. Migrating to a modern, cloud-based ITSM platform can unlock agility, reduce operational burden, and improve service delivery across the organization.

This case study illustrates how NuWare enabled a large enterprise to migrate from Jira Server to Jira Cloud, transforming support operations, reducing maintenance overhead, and achieving faster, more reliable IT service management.

IT service management is the backbone of operational trust and responsiveness in any enterprise. A mature ITSM system:

• • Ensures incidents, changes, and requests are resolved swiftly and transparently
• • Reduces downtime by improving responsiveness and routing
• • Frees IT teams from manual maintenance and patching burden
• • Provides a platform for scaling service operations across new teams and geographies

In regulated and high-stakes industries, the reliability of ITSM is critical for business continuity, compliance, and maintaining stakeholder confidence.

The client — a health-products enterprise with global users and multiple supporting teams — faced these key challenges:

• • Aging Jira Server Infrastructure: The on-prem server required constant monitoring, patching, backups, and upgrades — all of which added operational overhead.
• • 24×7 Global Usage: Users across time zones expected continuous availability, making maintenance windows and downtime risky.
• • Large-Scale Migration Complexity: The organization had a large number of projects and attachments, with dependencies across systems, making a direct cutover risky.
• • Need for Better Reporting and Agility: The existing setup lacked robust reporting and agility in change management workflows, hindering responsiveness.
• • Tight Timeline Pressure: The projected migration timeline was two months (including UAT), but the client wanted to accelerate it.

NuWare executed a structured Jira Server → Jira Cloud migration using a phased, risk-aware strategy:

• 1. Sandbox Test Migration
  a. Created a sandbox environment to mimic the production setup and run test migrations first
  b. Validated project data, attachments, configurations, and user mappings


• 2. Partial / Phased Migration Strategy
  a. Migrated portions of the environment in stages to reduce risk, especially for large project sets
  b. Segmented migration by modules or business groups to allow incremental validation


• 3. Rigorous Testing & Business Validation
  a. After each migration batch, stakeholder teams verified data integrity and functionality
  b. Adjusted configurations and remediated issues before proceeding further


• 4. Final Cutover & Validation
  a. Executed the final migration into production, with careful scheduling to minimize downtime
  b. Applied final checks, access controls, and validations to ensure readiness


• 5. Operational Hardening & Monitoring
  a. Post-migration, NuWare configured monitoring to ensure 24×7 uptime
  b. Put in alerting and backup strategies for the cloud environment
  c. Continued support to refine workflows, reports, and dashboards

• • Migration time reduced: Achieved full migration in just over 6 weeks, compared to the planned 2 months including UAT.
• • Cost and maintenance savings: By moving to a clean cloud environment, server upkeep, patching overhead, and monitoring costs were significantly reduced.
• • Improved service reliability and user satisfaction: Users reported a stable, more responsive environment with fewer disruptions.
• • Higher-quality infrastructure from day one: Built on cloud best practices, the new environment was robust, scalable, and reliable.