Jira Service Management Implementation & Migration

Q: How long does a JSM build take?

It depends on where you’re starting:New build (from scratch): 3 to 6 weeksMigration (from FreshService, ServiceNow, ManageEngine, BMC Remedy, etc.): 6 to 10 weeksOptimization (adoption stalled, fixing what isn’t working): 2 to 4 weeksAll engagements are fixed scope. The industry average for comparable deployments is four to six months, the difference is methodology, not scope.

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Service management for a modern, flexible business – designed, built, and optimised by Trundl – Atlassian Platinum Partner.

Three versions of the same problem

Each one starts in a different place. None of them stays there long.

3 to 6 weeks. Fixed scope.

6 to 10 weeks. Fixed scope.

2 to 4 weeks. Fixed scope.

Not sure which one fits?
Tell us in one line.

Built in sprints. Like engineering,
not like consulting.

Two-week cycles. Working configurations every fortnight. Your team in the loop the whole way.

The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025

Atlassian demonstrates strong capabilities in process workflow and task management. Its collaboration tools stand out for velocity and ease of use. The addition of the Rovo powers numerous agents and AI experiences inside JSM and across the platform.

Three weeks isn't a slogan

1,500 users. Three weeks. Run by their team in week four.

WHAT WE DID

A leading HR platform with 1,500 employees came to us with internal IT running on spreadsheets and Slack. We built JSM from scratch in three weeks. Adoption above 80% by week six.

Six months internally became three weeks with Trundl. The desk was live before our project team finished their requirements document.

Deliver exceptional service with Atlassian's Service Collection and Jira Service Management

Replacing a service desk you've outgrown

The migration itself is rarely the hard part. The hard part is rebuilding workflows for how JSM is built.

JSM is rarely the whole job

Most engagements pull in one or two of these.

First conversation.
No deck. No pitch.

30 minutes with someone from the practice.
We respond within 4 hours.

Routed to a JSM practitioner. Not an SDR .

Questions worth answering before the call

Need the full service operations transformation?

What does an engagement look like, week by week?

Every engagement runs on two-week sprints with working configurations delivered every fortnight. Your team stays in the loop the whole way, not just at the end. Each sprint ends with a deliverable that lands in your hands, not a status report and not a slide deck. Knowledge transfer happens during the build, not after it, so documentation, runbooks, and training are all part of the engagement itself.

How long does a JSM build take?

It depends on where you’re starting:

New build (from scratch): 3 to 6 weeks
Migration (from FreshService, ServiceNow, ManageEngine, BMC Remedy, etc.): 6 to 10 weeks
Optimization (adoption stalled, fixing what isn’t working): 2 to 4 weeks

All engagements are fixed scope. The industry average for comparable deployments is four to six months, the difference is methodology, not scope.

What does a JSM engagement cost?

Fixed scope, fixed price, every engagement is scoped and priced before work begins. No retainer required. The investment varies by engagement type, number of service types, departments in scope, and integration complexity. Trundl provides a full breakdown during the 30-minute scoping call — with someone from the practice, not a sales rep.

Are you Atlassian Platinum, and does that matter?

Yes, Trundl is an Atlassian Platinum Solution Partner. For you, that means direct access to Atlassian engineering, priority escalation paths, early product access, and a partner track record that enterprise procurement and security reviews recognize. A leading HR platform with 1,500 employees came to Trundl with internal IT running on spreadsheets and Slack. JSM was built from scratch in three weeks, with adoption above 80% by week six.

What about FreshService, Zendesk, ServiceNow, Manage Engine, or BMC Remedy?

Trundl handles migrations from FreshService, Zendesk, ServiceNow, ManageEngine, ServiceDesk Plus, BMC Remedy, and in-house workflows on Jira. The migration itself is rarely the hard part, the hard part is rebuilding workflows for how JSM is actually built. Workflows are redesigned for JSM architecture, not lifted and copied from the old system. Copying old logic into a new platform is the single most common reason migrations underperform. Typical engagement: 6 to 10 weeks, fixed scope.

Can you work alongside our existing Atlassian admins?

Yes. Your admins stay in the loop through every sprint, they’re not handed a finished system they didn’t see being built. Knowledge transfer happens during the build, so by handoff your team already knows how the instance works and why it was built that way. First conversation is 30 minutes with someone from the practice, and Trundl responds within 4 hours.

What happens after you hand off?

Your team runs the instance. Handoff means handoff- documentation, operational runbooks, and training for both admins and agents are all part of the engagement, not an afterthought. If your team would prefer not to manage it themselves, Trundl offers optional managed services for ongoing instance management and performance tuning, but it is never required.

Do you support data residency?

JSM runs on Atlassian Cloud, and Atlassian Cloud supports data residency configuration for supported regions – you specify where your data is stored, and the platform enforces it. Cloud is also a prerequisite for JSM. If you are currently on Server or Data Center, Trundl handles the cloud migration as part of the engagement, before or alongside the JSM build. Migration timelines depend on instance size and complexity.

Is JSM ITIL compliant?

Yes. JSM supports ITIL 4 practices out of the box – incident management, problem management, change enablement, service request management, and knowledge management. Trundl configures these to match your operational maturity, not to force a framework your teams aren’t ready for. The goal is a service desk that works for your organization, not one optimized to pass a certification audit nobody asked for.

Need the full service operations transformation?

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Blog, ITSM / ESM

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