knowmad mood leads the migration and transformation of Konecta’s IT processes to Jira Cloud

knowmad mood has accompanied Konecta in an ambitious project to migrate, transform and optimise its IT processes, successfully completing the transition from a complex Jira Data Centre instance to Jira Cloud.

A demanding starting point

Konecta managed incidents, requests, improvements and upgrades on a robust Jira Data Centre platform, with more than 2,500 active projects, a high level of customisation and multiple bespoke developments. Although functional, this environment required significant maintenance effort and limited the ability to scale with agility.

With the aim of gaining flexibility, freeing up key resources, and preparing its IT infrastructure for growth, the company decided to make the leap to Jira Cloud, opting for a more modern, scalable, and sustainable model.

A highly complex technical challenge

The migration posed a significant challenge: not only was it necessary to transfer a large amount of critical information, but also to keep existing functionalities intact and ensure the operational continuity of the teams.

In addition, Konecta sought to take advantage of the migration to optimise its processes, align them with ITIL best practices, and improve the experience of both end users and technical teams.

The solution: migration, optimisation, and process redesign

The knowmad mood team approached the project from a comprehensive perspective, combining technology, processes and service governance. The main actions included:

• Complete migration of all Jira projects, preserving configurations, flows and critical data.
• Rebuilding custom developments, replacing them with more modern, maintainable applications aligned with the Cloud ecosystem.
• Implementation of Jira Service Management (JSM) as a single entry channel for requests, with the creation of specific portals.
• Clear separation between requesters and technical teams, improving traceability, operational efficiency and user experience.
• Bidirectional integration with Zendesk, enabling new portals in JSM for the centralised management of incidents and requests from this platform.

All of this made it possible to redefine workflows, automate processes and establish a more agile and scalable service management model.

Tangible and measurable results

The project had a direct impact on Konecta’s efficiency and strategic objectives. The main benefits include:

• Reduction of more than 1,000 licensed users in Jira, thanks to the optimisation of the access model and the use of free licences in JSM.
• More agile IT processes aligned with ITIL, improving service quality and responsiveness.
• A modern infrastructure ready to scale, without the limitations of an on-premise environment.
• A greater focus on the business, by delegating platform maintenance and scalability.

The result is a robust, efficient and future-proof ITSM platform that reinforces Konecta’s digital transformation and consolidates knowmad mood as a strategic partner in highly complex technical projects.