Case Study: Railsbank achieves ITSM optimization and cloud migration with Itransition

Railsbank cuts support response times by 15% with Itransition

Railsbank, an open embedded finance platform, faced challenges with its IT service management processes and impending end-of-support for its on-premises Atlassian tools. Their Jira Service Management instance was underutilized, leading to inefficient support workflows, uneven workload distribution, and difficulties calculating SLAs. Concurrently, they needed to urgently migrate their Jira and Confluence servers to the cloud. Railsbank engaged Itransition, an Atlassian Gold Solution Partner, for ITSM optimization and cloud migration.

Itransition optimized Railsbank's ITSM by aligning it with ITIL best practices, reconfiguring Jira Service Management with custom issue types, automated workflows, and SLA rules. They also successfully executed a parallel migration of Jira and Confluence to the cloud. The results included a doubling of B2B portal users, a 15% faster first response time, and a 20% faster ticket resolution. Itransition completed the migration six days ahead of schedule, helping Railsbank reduce total cost of ownership by approximately 30%.

Railsbank