Case Study: Uber Freight migrates 130,000 tickets to Jira Service Management with Exalate

Uber Freight migrates 130,000 tickets in 2 months with Exalate

Uber Freight, the logistics arm of Uber Technologies, faced the challenge of migrating its complex IT service management platform from ServiceNow to Jira Service Management before its contract expired. The platform engineering team needed to move over 130,000 tickets while preserving data integrity, user attribution, and ticket hierarchies without any service desk downtime. They partnered with Exalate to handle the scale and complexity of the migration without granting external access to their production systems.

The solution from Exalate used a live, bidirectional sync to migrate data continuously while both systems ran in parallel, resulting in zero downtime. Exalate's scripting handled complex data transformations and preserved historical timestamps. The migration was completed in two months, successfully moving all tickets with their full history intact. This allowed Uber Freight to decommission ServiceNow on schedule, avoid renewal costs, and immediately expand its use of the Atlassian platform for greater efficiency.

Uber Freight