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.
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.
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.