Enterprise Service Management Transformation with Jira Service Management

A large Australian construction and real estate company undertook a significant Enterprise Service Management (ESM) transformation, consolidating service delivery across its business units onto a single, modern platform. The initiative was driven by a need to standardise and scale service management beyond IT, bringing HR, finance, risk, legal, and operations under a unified, business-aligned model.

The challenge

As the organisation grew, service management had become fragmented and inconsistent across business units. Teams were operating in silos, with slow manual processes, limited visibility, and poor integration with core business systems. The existing platform was costly, rigid, and difficult to evolve, creating friction for employees and limiting the organisation's ability to respond to change.

What was needed was a modern ESM foundation that could serve the entire enterprise: flexible enough to adapt to each team's needs, intuitive enough to drive adoption, and scalable enough to grow with the business.

800+ agents
Enterprise-wide platform scale

~50% cost reduction
In licensing and operational costs

5 business units
Transformed on a single platform

The ESM vision

The organisation's goal was to move beyond traditional IT service management and establish a true enterprise-wide service model. This meant:

• Standardising service delivery across diverse business functions
• Enabling non-IT teams to manage their own workflows and request processes
• Integrating service management with critical business systems
• Empowering employees with a consistent, modern service experience

Jira Service Management (JSM) was selected as the platform to realise this vision, offering the flexibility, scalability, and ecosystem integrations needed to support an enterprise-wide rollout.

Why GLiNTECH

GLiNTECH, a Valiantys company, was chosen for its deep Atlassian expertise and proven approach to complex enterprise transformations. The organisation needed a partner that could go beyond technical delivery to provide strategy, governance, change management, and business unit-level tailoring.

GLiNTECH delivered end-to-end across the programme: discovery, design, configuration, integrations, training, and ongoing optimisation.

What was implemented

The transformation was structured as a phased, team-by-team rollout, ensuring each business unit received a fit-for-purpose solution rather than a one-size-fits-all deployment.

• Commercial & Marketing - streamlined marketing request and approval workflows
• EHS & Risk Management - mobile-enabled risk and safety processes for field teams
• People & Culture - HR case management integrated with Workday
• Treasury - automated financial workflows integrated with core systems
• IT Service Management - enhanced governance, compliance, and operational efficiency

Each deployment included tailored workflows, SLAs, automation, and knowledge management, with GLiNTECH supporting testing, training, documentation, and post-go-live optimisation at every stage.

Measurable outcomes

The ESM transformation delivered tangible results across the enterprise:

• Platform scaled from 200 to over 800 agents across business units
• ~50% reduction in platform licensing and operational costs
• Improved workflow efficiency and significant reduction in manual effort
• Stronger integrations with Workday, Dialpad, and Reval
• AI-driven Dialpad integration enabling automated call summaries and ticket creation
• Mobile-enabled processes improving usability for field and HR teams
• Greater visibility and governance across operations enterprise-wide

Broader impact

The organisation now has a scalable ESM foundation that connects people, processes, and systems across the business. Service delivery is faster, more consistent, and better aligned to business needs, regardless of which team is involved.

The platform also positions the company to continue expanding its ESM capability, with opportunities to bring additional business functions onboard and deepen integration across the Atlassian ecosystem.

Conclusion

By partnering with GLiNTECH, the organisation successfully transformed its approach to enterprise service management, moving from a fragmented, costly model to a unified, modern platform that serves the whole business. The result is improved productivity, stronger employee experience, and a solid foundation for ongoing digital transformation.