Case Study: MRI Software achieves day-one service management gains with Adaptavist and Jira Service Management

MRI Software cuts platform costs by 50% with Adaptavist

MRI Software, a global software company, faced challenges with fragmented tools and processes as its IT team used ServiceNow while engineering used Atlassian products. This created siloed data, limited collaboration, and high costs. Partnering with Adaptavist, MRI sought to transform its service management operating model rather than perform a simple tool migration.

Adaptavist implemented a clean-slate transformation to Jira Service Management, focusing on people, processes, and technology. The solution was rolled out in phases, from stakeholder alignment to enablement, and delivered immediate, data-backed results. In its first week, MRI saw a 50% expansion in users at a lower cost, a 4.9/5 customer satisfaction score, and 14% of service requests handled with zero human intervention via an AI agent, achieving significant value from day one.

MRI Software