EXECUTIVE SUMMARY: State, local, and education (SLED) agencies are under pressure to deliver faster, more reliable services while meeting strict compliance and security requirements. Legacy ITSM platforms can’t keep pace, draining budgets, slowing response times, and creating unnecessary risk. Today, the need to modernize ITSM for SLED agencies has never been more urgent. Atlassian’s Jira Service Management (JSM) offers a modern, secure, and cost-effective alternative that empowers agencies to streamline workflows, improve collaboration, and future-proof IT operations. This blog explores why migrating to JSM is more than an upgrade—it’s a strategic move toward better service delivery, operational resilience, and long-term value.
A Higher Bar for Public Sector Service
Across the public sector, the expectations for service speed, security, and quality have never been higher. State, local, and education (SLED) agencies are under pressure to match the seamless, efficient experiences of the private sector while operating within tight constraints. Yet many remain tethered to legacy IT service management systems; tools that once served well but now lack the security, flexibility, and integration power required to modernize ITSM for SLED agencies aiming for high-performing service delivery.
The Cost of Standing Still in ITSM Modernization
Legacy ITSM solutions aren’t just outdated technology—they’re a drag on mission performance. Agencies still relying on them face:
- Cybersecurity vulnerabilities that put sensitive public sector data at risk
- High operational costs that strain already limited budgets
- Integration challenges that create silos and slow service delivery
- Poor user experiences that frustrate employees and hinder adoption
- Limited scalability that makes it difficult to meet growing or changing demands
The result? Slower response times, diminished public trust, and missed opportunities to innovate.
Why Jira Service Management Works for SLED Agencies
Atlassian’s Jira Service Management is purpose-built to help SLED agencies modernize with minimal disruption and maximum value. To effectively modernize ITSM for SLED agencies, as a secure, cloud-based ITSM platform, JSM enables:
- Streamlined service delivery through intuitive portals for staff, students, and citizens
- Cross-team collaboration that breaks down silos between IT, operations, and service units
- Configurable workflows that adapt to agency processes rather than forcing rigid templates
- Compliance-ready architecture that meets public sector security and regulatory requirements
- Proven ROI: Forrester research shows a 277% return over three years, with payback in under six months
Real-World Proof: University of Minnesota’s ITSM Optimization
The Research Data Assistance Center (ResDAC) at the University of Minnesota supports researchers nationwide in accessing CMS data — a mission that depends on reliable IT service delivery. But inefficiencies in their Jira Service Management (JSM) configuration were creating bottlenecks: turnaround times lagged, SLA thresholds from CMS weren’t consistently met, and staff lacked structured tools for workload prioritization.
Oxalis partnered with ResDAC to reimagine their JSM and Confluence environment through a multi-phased optimization program:
- Discovery & Assessment – Identified inefficiencies and defined requirements through stakeholder workshops.
- Workflow & SLA Optimization – Configured SLAs and streamlined request handling to improve turnaround times.
- Reporting Enhancements – Built new reporting capabilities for visibility and accountability.
- Training & Go-Live – Provided hands-on staff training to ensure adoption and confidence.
- Continuous Optimization – Ongoing support and improvements for long-term success.
The results were measurable and transformative:
- 51% reduction in Time to Submission
- 42% reduction in Time to Resolution
- 26% increase in SLA adherence, achieving 91%+ compliance
By modernizing JSM, ResDAC enhanced workflow efficiency, improved SLA performance, and strengthened its ability to support researchers at scale — a model for how SLED organizations can unlock more value with modern ITSM.
Why Now Is the Right Time
Every day on a legacy ITSM platform increases risk, costs, and inefficiency. By transitioning to Jira Service Management now, agencies can:
- Reduce security vulnerabilities and ensure compliance
- Improve operational efficiency and service speed
- Enhance citizen, student, and employee satisfaction
- Prepare for future demands with scalable, adaptable infrastructure
Take the First Step Toward ITSM Modernization
Oxalis, an Atlassian Platinum Solution Partner, specializes in helping SLED organizations plan and execute smooth, low-risk migrations to Jira Service Management. Whether you need a phased rollout, tailored training programs, or custom workflows to meet compliance needs, we’ll help you modernize ITSM for SLED agencies with confidence.
Download our white paper A Guide to Jira Service Management for Government Agencies to explore the full case for modernization, and start building a stronger, more resilient ITSM environment today.
