Future-proof IT service management with Jira Service Management

Like many companies, the automotive components manufacturer Hirschvogel faced the challenge of replacing its ageing SAP Solution Manager whilst simultaneously reorganising its IT structure on an international and cloud-based basis. In collaboration with Materna, a modern ITSM solution based on Jira Service Management (JSM) was introduced, combining both existing ITSM processes and the agile demand organisation within a single platform. The result: a future-proof, scalable solution that optimally combines international collaboration, cloud strategy and increased efficiency.

Background and challenge

For over two decades, SAP Solution Manager has been the key tool for IT and support processes in many companies. However, with regular support for version 7.2 due to end in 2027, organisations are faced with the task of migrating their ITSM processes to modern platforms.

Hirschvogel, too, had previously used the ITSM functionalities of Solution Manager – mainly for pragmatic reasons, as they were available within the SAP landscape at no extra cost. Internally, however, the solution was regarded as lacking in flexibility and only moderately user-friendly. At the same time, Hirschvogel was planning a comprehensive reorganisation of its IT department with the aim of collaborating more closely on an international level – including with a distributed shared service hub for Smart Factory in Poland. The teams were already working agilely with Jira in demand management and wanted to leverage the platform’s benefits in the IT service area as well. “With the reorganisation of our IT, we wanted to break down silos and collaborate more closely on an international level. Jira offered us the flexibility and transparency we needed to achieve this – far beyond what was possible with Solution Manager,” says Manuel Schleich, Head of Global IT Business Solutions / Global Smart Factory & Production Solutions at Hirschvogel Holding GmbH.

The challenge:

Replacing the old ITSM solution (based on SAP Solution Manager) with a partial migration of data
A largely greenfield approach
Establishment of a future-proof, cloud-based ITSM solution
Integrating service management and demand management into a single tool
Support for the strategic ‘cloud-first’ and internationalisation strategy

Decision in favour of Materna and the Jira Service Management solution

Materna was chosen as a partner because the company has extensive experience in Enterprise Service Management (ESM) and in-depth expertise in the tool ecosystem. Hirschvogel was impressed by Materna’s consultancy approach, as the company actively supports not only the technical implementation but also the strategic and organisational reorientation of IT.

The following factors played a key role for Hirschvogel in the selection process:

JSM as a modern SaaS solution with strong integration capabilities with third-party providers and existing Jira instances
High user acceptance thanks to the familiar Jira interface and agile methods
The ability to run service and demand management on a single platform
Reduced operational and maintenance costs thanks to cloud-based operation
Support tailored to the ‘cloud-first’ strategy

Implementation and solution design

Working closely with Materna, a roadmap was developed that combined technological, organisational and cultural aspects. The key steps:

Analysis and design phase: definition of requirements and target architecture, mapping of existing ITSM processes
Partial migration of ongoing processes (incidents, service requests) from the old ITSM tool (based on SAP Solution Manager)
Implementation of Jira Service Management with integration into existing Jira instances (demand management)
Integration into hybrid system landscapes (identity management, Azure AD)
Training and change management to integrate teams internationally into the new way of working

Results and benefits

With Jira Service Management, Hirschvogel now has a centralised, modern ITSM platform that brings together service requests, incident reports and demand processes within a single system. “The new ITSM platform has taken our international collaboration to a whole new level. Whether in Germany or in the distributed Shared Service Hub IT teams in Poland and India – all teams now work transparently within a shared system,” summarises technical project manager Nadja Först.

An overview of the key improvements:

Unified tooling: a single system for service and demand processes – greater transparency, fewer media breaks.
Cloud First: Elimination of local infrastructure, significant reduction in maintenance effort.
International scalability: Teams in different countries now work on a shared platform.
Faster processes: Automation and self-service functions speed up ticket processing.
Better user experience: High user acceptance thanks to an intuitive interface and agile methods.

Conclusion and outlook

The successful roll-out of Jira Service Management at Hirschvogel serves as a prime example of how companies can use the replacement of their old ITSM tool – which was based on SAP Solution Manager – as an opportunity for a strategic realignment of their IT. Materna not only supported Hirschvogel with the implementation, but also laid the foundations for a modern, internationally scalable IT service organisation.

This demonstrates that organisations which adopt cloud-based, AI-powered ITSM solutions at an early stage benefit from greater efficiency, lower costs and a future-proof IT architecture. Jira Service Management enables reductions in the number of tickets by up to 30 per cent, accelerated processes and a significantly higher quality of service – a decisive step towards digital excellence.