Executive Summary
Telenet Group, a leading telecommunications and media provider in Belgium, transitioned from its legacy service management platform, Remedyforce, to Jira Service Management (JSM) as the platform approached end-of-life and no longer aligned with operational and digital workplace goals.
The objective was to implement a modern, scalable service management platform while maintaining business continuity across multiple teams and business units. The migration was completed in approximately four months using a controlled, like-for-like migration strategy that ensured continuity of ongoing commitments.
Today, Jira Service Management provides a scalable foundation for future Enterprise Service Management initiatives across multiple business domains.
Key Statistics
~4 months from contract to go-live
~8,000 users (employees, partners, consultants)
3 core entities and ~20 business units
Migration completed without major service disruptions
The Challenge
Telenet needed to replace an end-of-life service management platform while managing increasing operational complexity and evolving service management needs. This transition also took place during a broader shift in its IT partner ecosystem, requiring the organization to modernize its platform without disrupting ongoing service operations.
The Solution
Telenet selected Jira Service Management to align with its existing Atlassian ecosystem and provide a modern, scalable platform for service management. The solution enabled the organization to maintain continuity through a controlled migration approach while establishing a strong foundation for future Enterprise Service Management initiatives.
Results
- Rapid implementation within approximately four months
- Seamless migration with no major service disruptions
- Increased platform adoption across business teams
- Improved visibility and governance through dashboards and reporting
Customer Quote
