Podravka: A Modern ITSM Platform on Jira Cloud, Extended to Meet Enterprise Needs
Atlassian
Retail
- ITSM Process Design and Service Catalogue Definition
- Jira Service Management Cloud Implementation
- Custom ScriptRunner Development
- Enterprise System Integration
- Administrator and End-User Training
6 months
from workshops to live platform
Enterprise functionality on Standard
delivered through custom development
Legacy tool replaced
migrated off an in-house system
Podravka moved from a legacy in-house service management tool to Jira Service Management on Cloud. Over six months, Koios implemented the platform from the ground up across several IT teams, using custom development to deliver the automation, business logic and integrations that the Standard edition does not provide on its own.
There was no shared way of working to build on. Each IT team had its own habits, and the requirements coming from different stakeholders did not always point in the same direction. Before anything could be configured, those requirements had to be reconciled into one service management model and one service catalogue.
The second challenge was the platform itself. Jira Service Management Cloud on the Standard edition has firm limits on automation and on how far the product can be extended, and Cloud places tighter constraints on integration than a self-hosted instance. Podravka’s requirements were enterprise-level, so the gap between what the edition offers and what the business needed had to be closed by development rather than configuration alone.
Users were also leaving a custom tool they had worked with for years, so adoption depended on training that showed them how their existing work maps onto the new platform.
Koios ran workshops with the IT teams and stakeholders to gather requirements and agree a single set of ITSM processes, then designed the service catalogue around them. With that model settled, configuration covered request types, workflows, SLAs, queues, the customer portal, permissions and notifications.
The custom development is what makes this implementation work. Rather than asking Podravka to accept the constraints of the edition, Koios built the missing behaviour on top of the platform through extensive ScriptRunner solutions — custom automation, business logic and approval processes matched to how Podravka actually works, including complex approvals and conditional logic that native Cloud automation could not cover.
Integrations were created to send and receive data between Jira Service Management and external enterprise systems, using REST APIs and ScriptRunner where the platform’s own capabilities fell short. Full administrator and end-user training then supported the move off the legacy tool, mapping familiar work onto the new platform.
- One platform A fully operational Jira Service Management Cloud environment is live across the IT teams, replacing the legacy in-house tool.
- Enterprise functionality on the Standard edition Complex approvals and business logic run on their own through custom ScriptRunner development, without an upgrade to a higher edition.
- Connected systems Data moves between JSM and external enterprise systems, cutting manual entry and keeping records consistent across platforms.
- Clearer service delivery Better visibility of open work and measurable SLA compliance make collaboration between the IT teams easier.
- Room to grow New teams, services and integrations can be added without rebuilding what is already in place.
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