Azentio

Saasgenie's Jira Service Management Implementation: Azentio Case Study

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$200K+

ARR saved by eliminating redundant SaaS tools.

8 weeks

To complete the process for quicker implementation.

Streamlined SLAs with faster service resolution.

At a Glance

Sector / Industry

Enterprise Software Solutions

Challenges

Inefficient workflows, siloed collaboration between engineering and Support, high SaaS costs, and limited visibility into service metrics

Solution

ITIL-aligned process redesign, Jira Service Management (JSM) implementation, cross-functional collaboration frameworks

Services Provided

Consultation and Jira Service Management Implementation

saasgenie helped us revamp our post-sales implementation and support processes, solving issues like project creation delays, tracking inefficiencies, and margin overruns. Their expertise in the SaaS space, along with a detailed fitment and benchmarking report, made tool selection seamless and saved us considerable time and resources. Thanks to their recommendations, we've achieved greater operational efficiency and are set up for long-term success. I highly recommend saasgenie as a trusted consultation partner.

Aarthi Ramesh
Chief Customer Officer), Azentio

Key Takeaways

  • saasgenie helped Azentio implement Jira Service Management through a three-phase approach involving operational baseline analysis, solution design workshops, and ITSM tool fitment analysis to transform their post-sales service management.
  • The implementation delivered over $200,000 in annual cost savings by consolidating redundant SaaS tools and replacing manual workflows with automated escalations and real-time dashboards.
  • Jira Service Management won over ServiceNow and Freshservice because it offered seamless integration with Azentio's existing Jira and DevOps ecosystem while providing superior cost efficiency and built-in collaboration workflows.
  • The ITIL-aligned process redesign eliminated inefficient handovers between engineering and support teams, improved SLA tracking, and created unified visibility into service requests and performance metrics.
Scaling post-sales service management requires more than new tools. It demands strategic transformation of workflows, collaboration, and technology. This case study shows how saasgenie partnered with Azentio to implement Jira Service Management, delivering $200K+ in annual savings and a fully modernized service ecosystem.

Key Challenges:

Inefficient processes for manual handovers between engineering and support.
Delayed issue resolution leading to lack of real-time tracking for SLAs.
Rising costs due to redundant tools leading to unnecessary SaaS expenses.
Fragmented visibility that limited insights into service requests, bug trends, andonboarding performance.

Why Azentio Chose saasgenie

Azentio needed a strategic partner, not just a consultant, to streamline workflows, improve collaboration, and optimize tool usage. saasgenie delivered through three structured phases:
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1. Operational Baseline Analysis
We examined Azentio's existing workflows, identifying inefficiencies and bottlenecks through:
  • Process Mapping: Documented current workflows to surface roadblocks and delays.
  • Value-Added Taxonomy (VAT) Exercise: Classified activities as value-adding, necessary, or wasteful.
  • Root-Cause Analysis: Used Ishikawa diagrams to pinpoint issues in SLAs, CR management, and engineering-support collaboration.

2. Solution Design Workshop
Armed with data-driven insights, we re-engineered Azentio's workflows using ITIL best practices:
  • Streamlined engineering-support collaboration with structured workflows.
  • Improved SLA compliance through real-time dashboards for enhanced service request tracking.
  • Standardized ITSM to consolidate their tech stack and reduce costs.
3. ITSM Tool Fitment Analysis & Competitive Benchmarking
We evaluated three leading ITSM platforms against Azentio's requirements:
Why JSM won:
  • Seamless integration with Azentio's existing Jira, DevOps, and Confluence ecosystem·
  • Built-in DevOps workflows improving Engineering-Support collaboration·
  • Cost efficiency through consolidation of multiple ITSM tools
Jira Service Management (JSM) emerged as the best-fit solution.

Before vs. After saasgenie

Before saasgenie

  • Disconnected tools.
  • Manual issue handovers are causing delays.
  • Rising costs due to redundant SaaS tools.
  • Limited visibility into service performance

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After saasgenie

  • Unified platform with Jira Service Management and DevOps
  • Automated workflows for faster escalations.
  • Consolidated tech stack saving $200K+ ARR.
  • Real-time dashboards and actionable insights.

The Transformation

How We Achieved It

saasgenie transformed Azentio's post-sales service management by implementing Jira Service Management through a structured, ITIL-aligned methodology. The approach combined workflow analysis, process redesign, and tool consolidation. Resulting in faster resolutions, improved engineering-support collaboration, and $200K+ in annual SaaS cost savings.

Workflow Analysis:

Identified inefficiencies through process mapping and root-cause analysis.

Workflow Redesign:

Automated escalations and improved tracking with real-time dashboards.

ITSM Implementation:

Adopted Jira Service Management for better integration, collaboration, and cost savings.
Faster resolutions, improved collaboration, and reduced costs powered Azentio's seamless digital transformation.
Currently, Azentio is implementing Jira Service Management with saasgenie, unlocking a fully optimized, scalable post-sales service ecosystem.

FAQs

Frequently Asked Questions

What is Jira Service Management?
Jira Service Management is an ITSM platform that integrates with Jira, DevOps tools, and Confluence to streamline service requests, incident management, and cross-team collaboration. It enables automated workflows, real-time SLA tracking, and unified visibility across engineering and support teams.
How much did Azentio save by implementing Jira Service Management?
Azentio saved over $200,000 in annual recurring revenue by consolidating redundant SaaS tools and adopting Jira Service Management as their unified ITSM platform.
Why did Azentio choose Jira Service Management over ServiceNow and Freshservice
Azentio selected Jira Service Management because it offered seamless integration with their existing Jira and DevOps ecosystem, built-in collaboration workflows, and significant cost savings compared to ServiceNow's high pricing and Freshservice's limited DevOps capabilities.
What is ITIL-aligned process redesign?
ITIL-aligned process redesign applies IT Infrastructure Library best practices to standardize workflows, improve service delivery, and enhance collaboration between teams. This approach uses structured frameworks like process mapping, root-cause analysis, and value-added taxonomy to identify and eliminate inefficiencies.
How long does a Jira Service Management implementation take?
Implementation timelines vary based on organizational complexity, but saasgenie's structured approach, covering baseline analysis, solution design, and tool configuration, typically spans 8-12 weeks for mid-sized enterprises like Azentio.
What challenges did Azentio face before implementing Jira Service Management?
Azentio struggled with manual handovers between engineering and support, delayed issue resolution due to poor SLA tracking, rising costs from redundant tools, and fragmented visibility into service performance metrics.