Clovity’s Atlassian Migration Toolkit: Your Path from ServiceNow to JSM Starts Here

Organizations that rely on ServiceNow for IT service management (ITSM) often reach a crossroads: continue investing in a platform that feels increasingly rigid or move toward something more flexible, accessible and scalable. As CIOs and IT leaders evaluate their options, Jira Service Management (JSM) from Atlassian has become a serious contender and in many cases, the preferred replacement.

But making the switch isn’t just about choosing new software. It’s about moving people, processes, data and service expectations without disruption. That’s where Clovity’s Atlassian Migration Toolkit comes in.

We built this toolkit to give organizations a structured, tested and transparent path from ServiceNow to Jira Service Management—without surprises and without unnecessary downtime.

This blog breaks down what’s inside the toolkit, how it works and why it’s the missing piece for enterprises looking to migrate with confidence.

Why Organizations Reassess ServiceNow

Before diving into the toolkit, it helps to understand the common reasons companies consider leaving ServiceNow in the first place. While it remains a powerful ITSM platform, many teams encounter issues as their use matures:

• Cost: High licensing and implementation costs often exceed budget projections especially for growing teams.
• Complexity: Configuration and customization can require specialist support, making simple changes harder than they need to be.
• Scalability Concerns: As departments beyond IT request access, extending ServiceNow can become expensive or impractical.
• Adoption Challenges: Non-technical teams may find the interface and terminology difficult to navigate.

Atlassian’s Jira Service Management offers a more flexible model one that matches modern team structures and usage patterns. Clovity’s job is to help you get there efficiently.

What Is the Atlassian Migration Toolkit?

Clovity’s Atlassian Migration Toolkit is a structured service and delivery model designed specifically for organizations transitioning from ServiceNow to Jira Service Management. It includes:

• Discovery & Assessment Frameworks
• Migration Planning Templates
• Data Mapping Schemas
• Workflow Equivalency Guides
• Automation Transfer Plans
• Security & Access Mapping
• Testing Checklists
• Change Management Support
• Post-Migration Monitoring Tools

Rather than a generic one-size-fits-all process, this toolkit is grounded in real-world migrations and shaped by what our enterprise clients actually encounter during a platform switch.

Phase 1: Discovery and Readiness

No two ServiceNow implementations are alike. Even organizations with similar structures use the platform differently whether through custom workflows, scripted automations or integrations with other tools.

Our Discovery Framework includes:

• A complete audit of your existing ServiceNow environment
• Identification of core and peripheral modules in use
• Inventory of custom fields, forms and scripts
• SLA, queue and escalation logic mapping
• Integration analysis (email, chat, CMDBs, identity providers)

This phase also includes stakeholder interviews and team use case reviews, so we understand what’s working and what needs improvement in your current model.

The result: a Migration Readiness Report outlining what can be migrated directly, what needs translation and what should be reimagined in JSM.

Phase 2: Planning and Design

With discovery complete, we move into a detailed migration plan. This includes:

• Field Mapping Templates: We define how custom and standard ServiceNow fields will be recreated in Jira Service Management.
• Workflow Equivalency Charts: These show how ServiceNow flows and approval chains map to JSM’s capabilities, including any changes to reflect Jira’s model.
• Portal and Request Form Redesign: Since JSM offers a different (and often more intuitive) user portal, we rebuild request types and categories with usability in mind.
• Data Retention Planning: You’ll get a clear decision tree outlining what data should be moved, archived or restructured.
• SLA and Automation Planning: We replicate your ServiceNow logic in Jira’s automation engine, with options to simplify or optimize based on current needs.

Planning isn’t just technical it’s also operational. We align migration plans with internal training, go-live sequencing and user communication efforts.

Phase 3: Configuration and Migration Execution

Next, our team builds your Jira Service Management environment using Atlassian best practices and any customizations agreed upon during planning. This phase includes:

• Initial project and request type setup
• Form building with custom field inclusion
• Workflow creation with approval rules and escalations
• Asset/CMDB configuration using Assets (formerly Insight)
• SLA policies and metrics setup
• Role-based access configurations
• Integration with identity providers and email routing
• Automation rules based on event triggers, SLA stages and field logic

Once the structure is complete, we execute the data migration:

• Ticket data from ServiceNow is exported and transformed to match JSM’s schema
• Attachments, comments, timestamps and custom field values are preserved where possible
• Tickets are imported and assigned to the appropriate queues or projects

Depending on complexity, this process is either staged or completed during a defined cutover window.

Phase 4: Testing and Validation

Before go-live, Clovity conducts a comprehensive round of validation. Our Testing Toolkit includes:

• User acceptance testing (UAT) scripts
• SLA accuracy testing (response and resolution tracking)
• Automation logic checks
• Workflow path validation
• Permissions testing for both agents and requestors
• Mobile and portal responsiveness testing

We coordinate testing with your team to ensure that all known use cases are covered without overwhelming internal stakeholders.

Phase 5: Training and Change Management

A migration’s success depends not just on technical execution but also on user adoption. That’s why we include structured enablement as part of our toolkit:

• Role-based training sessions (agents, managers, admins, requestors)
• Recorded walk-throughs for onboarding new users
• Jira-focused knowledge base documentation
• Go-live checklists for department leads

We also help your internal champions understand how to maintain and improve JSM after go-live, reducing your dependence on external consultants.

Phase 6: Post-Go-Live Support and Optimization

After migration, we don’t disappear. Clovity includes a support runway as part of its toolkit to help you settle into the new system:

• Hypercare support for 2–4 weeks post go-live
• Issue tracking and resolution SLAs
• Queue and workflow adjustment assistance
• Dashboard and report refinement
• Continued training sessions as needed

We also perform a retrospective review at 30 and 90 days to ensure your teams are meeting their goals in the new environment and to adjust where needed.

Why Use Clovity Instead of DIY Migration?

Technically, migrating from ServiceNow to JSM can be done manually. But without a structured plan organizations risk:

• Data loss or corruption
• Incomplete workflows or broken automations
• User confusion during rollout
• Missed SLA policies or compliance gaps
• Over-customization that mirrors ServiceNow’s pitfalls

Clovity’s toolkit was built to prevent these outcomes. It reflects years of working with enterprises who needed a trusted partner not just a vendor to get them across the finish line.

Bonus: Built for Atlassian Governance

We’re not just Jira experts we’re an Atlassian Platinum Solution Partner. That means:

• We follow Atlassian Cloud and Data Center deployment standards
• Our toolkit aligns with Atlassian’s best practices for migrations
• We help your environment pass Atlassian Solution Review for security, performance and maintainability

Whether you’re moving to Jira Service Management Cloud or Data Center, Clovity’s migration toolkit ensures compliance with Atlassian’s guidelines today and tomorrow.

Real Outcomes from the Field

Here’s how the toolkit has delivered for clients:

• Higher Ed IT Team: Migrated 5 departments in 6 weeks with 85% reduction in license cost vs. ServiceNow
• E7 Call Center: Reclaimed over $70K annually through license savings and faster request resolution
• Healthcare Enterprise: Cut ticket resolution time by 30% by redesigning workflows in JSM

Each organization started with unique challenges but found a repeatable and practical migration path using our toolkit.

Conclusion: A Toolkit Built for Enterprise Momentum

Shifting from ServiceNow to Jira Service Management isn’t just a technical decision it’s a strategy for flexibility, sustainability and long-term value. But without a structured path, that transition can become costly or uncertain.

Clovity’s Atlassian Migration Toolkit offers the playbook and partnership to guide your organization step by step from planning to post-launch.

Whether you’re managing a department of 20 or supporting 10,000 users across regions, we’ve built a process that adapts to your scope, structure and speed.

📧 Contact us at sales@clovity.com or visit 🌐 atlassian.clovity.com to get started today.