How to Modernize ITSM for SLED Agencies—and Why Jira Service Management Is the Solution

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Legacy ITSM solutions aren’t just outdated technology—they’re a drag on mission performance.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

modernize ITSM for SLED

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.

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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.

Why Atlassian Government Cloud is the Future for Public Sector Teams

Government agencies are under increasing pressure to modernize their IT infrastructure while maintaining stringent security and compliance standards. With the rapid acceleration of cloud adoption across the public sector, agencies need solutions that are secure, scalable, and purpose-built for government operations. Enter Atlassian Government Cloud—a FedRAMP Moderate-authorized platform designed to help agencies move work forward faster, collaborate efficiently, and maintain the highest levels of security and compliance.

The Shift to Cloud: Why Now?

The U.S. government is prioritizing cloud-first and cloud-smart strategies to enhance efficiency and agility. As agencies transition away from legacy on-premises systems, they require solutions that:

  • Ensure security and compliance while handling Controlled Unclassified Information (CUI)
  • Reduce IT overhead and eliminate infrastructure maintenance burdens
  • Foster cross-agency collaboration with modern, cloud-based tools
  • Scale effortlessly to accommodate growing mission demands

With Atlassian Government Cloud, agencies no longer have to choose between security and innovation—they can have both.

What is Atlassian Government Cloud?

Atlassian Government Cloud is a dedicated cloud environment designed for public sector organizations. Built on Amazon Web Services (AWS) us-east-1, with redundancy in us-west-2, it ensures high availability, security, and compliance with federal standards. Unlike Atlassian’s commercial cloud, the Government Cloud environment is entirely separate, with:

  • Strict data controls to prevent unauthorized data access or transfer
  • A separate login environment for government users
  • Network firewalls to restrict inbound and outbound data flow

This purpose-built architecture allows agencies to modernize their workflows, improve collaboration, and confidently migrate to the cloud while staying FedRAMP-compliant.

Key Benefits for Government Agencies

  • FedRAMP Moderate Authorization – Ensures compliance with rigorous federal security requirements
  • Fully Managed Infrastructure – Reduces IT complexity with automatic updates and security patches
  • Enhanced Collaboration – Enables real-time teamwork across agencies and remote teams
  • Scalability & Cost Savings – Eliminates the need for expensive on-premises infrastructure
  • Seamless Migration Path – Designed for agencies currently using Atlassian Data Center or Cloud

Why Migrate Now?

If your agency is still running Atlassian Data Center or an on-premises ITSM solution, now is the time to plan for migration. With FedRAMP Moderate Authorization in place, Atlassian Government Cloud offers a secure, future-proof platform that allows agencies to streamline workflows, optimize IT service management, and enhance collaboration without compromising compliance.

Download our Whitepaper

Navigating the Path to Atlassian Government Cloud

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Don’t wait until your legacy infrastructure slows you down. Contact Us.

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Atlassian Government Cloud is Now FedRAMP Moderate Authorized

We have exciting news for public sector organizations: As of March 14, 2025, Atlassian Government Cloud has officially achieved FedRAMP Moderate Authorization! This milestone marks a significant step forward in enabling government agencies to modernize operations, enhance collaboration, and drive mission success—all within a secure and compliant cloud environment.

What This Means for Government Teams

For U.S. government agencies and contractors, FedRAMP Moderate Authorization ensures that Atlassian Government Cloud meets stringent federal security standards for handling Controlled Unclassified Information (CUI) and other sensitive data. With this authorization, agencies can now confidently leverage Jira Software, Jira Service Management (JSM), and Confluence in a secure, fully managed cloud environment.

Why FedRAMP Matters

The Federal Risk and Authorization Management Program (FedRAMP) is the gold standard for cloud security in the U.S. government. It provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services. Achieving FedRAMP Moderate Authorization means that Atlassian Government Cloud has undergone a rigorous evaluation to ensure compliance with over 300 security controls, safeguarding government data and reducing risk.

Atlassian Government Cloud: A Platform Built for the Public Sector

With FedRAMP Moderate Authorization, agencies now have access to a secure, scalable, and fully managed cloud solution designed to support their unique needs.

Key Benefits of Atlassian Government Cloud:

  • Secure & Compliant – Meets federal security standards for handling sensitive government data.
  • Always Up-to-Date – Automatic updates ensure access to the latest security patches, features, and performance enhancements.
  • Cost-Effective – Reduces IT overhead by eliminating the need for on-premises infrastructure.
  • Scalable & Flexible – Easily scales to meet the needs of government teams, regardless of size.
  • Seamless Collaboration – Enables secure, cloud-native collaboration between teams and agencies.

How Atlassian Government Cloud Supports Mission-Critical Work

Atlassian Government Cloud is purpose-built to accelerate digital transformation and enhance operational efficiency in government. With Jira, JSM, and Confluence, agencies can:

  • Improve IT Service Management (ITSM) with Jira Service Management, streamlining service requests and asset management.
  • Enhance project management and collaboration using Jira Software for agile workflows.
  • Centralize documentation and knowledge sharing with Confluence, ensuring mission-critical information is accessible and secure.

What’s Next? Planning for the Future

The FedRAMP Moderate Authorization of Atlassian Government Cloud is just the beginning. Atlassian is actively pursuing FedRAMP High and DoD IL5 compliance, further strengthening its commitment to supporting the needs of federal agencies, defense organizations, and highly regulated industries.

How Oxalis Can Help You Migrate to Atlassian Government Cloud

As an Atlassian Platinum Solutions Partner with deep expertise in FedRAMP-compliant cloud migrations, Oxalis is here to help your agency seamlessly transition to Atlassian Government Cloud. Our team of experts will ensure a secure, efficient migration tailored to your agency’s needs—minimizing risk, reducing complexity, and optimizing your cloud environment for mission success.

Download our Whitepaper

Navigating the Path to Atlassian Government Cloud

Now is the time to modernize. Contact Oxalis today to discuss your cloud migration strategy and take full advantage of Atlassian Government Cloud’s FedRAMP-authorized security and scalability.

More Than IT: How Oxalis Will Help CalPERS Empower Public Servants

It’s with tremendous excitement that I share some big news for Oxalis Solutions today. We’ve been awarded a contract to provide IT consulting services to the California Public Employees’ Retirement System (CalPERS)!

For those unfamiliar, CalPERS is a giant in the world of public pensions. They manage retirement and health benefits for over 1.5 million Californians – the people who dedicate their careers to public service in the state. It’s an incredible organization with a critical mission: to ensure the financial well-being of those who serve California.

This contract win is a major milestone for Oxalis. It’s a testament to the hard work, dedication, and expertise of our entire team. We’ve been steadily building our presence in the public sector, and this partnership with CalPERS solidifies our position as a trusted technology advisor for government agencies.

Calpers logo

What does this mean for Oxalis?

This is more than just a contract; it’s an opportunity to make a real difference. We’ll be working closely with CalPERS to modernize their IT infrastructure, streamline operations, and enhance service delivery for their millions of members. Think about the impact – our solutions will help CalPERS operate more efficiently, ultimately benefiting the very people who keep California running.

Why is this important to me personally?

Having spent my career in technology, I’ve always believed in its power to transform organizations and improve lives. This partnership embodies that belief. We’re not just implementing software; we’re contributing to the well-being of the individuals who dedicate their lives to public service. That’s incredibly motivating.

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What’s next?

We’re eager to roll up our sleeves and get started. Our team is ready to bring the full force of our expertise in cloud computing, cybersecurity, data analytics, and agile development to bear for CalPERS. We’re confident that this collaboration will be a resounding success, and we’re honored to play a role in supporting CalPERS and the vital services they provide.

This is an exciting chapter for Oxalis, and I’m incredibly proud of our team and the work we do. Onward and upward!

Ready to modernize YOUR IT? Connect with our experts today.

Oxalis Solutions Charts a New Course with Seaport NxG: Strengthening Ties with the U.S. Navy

I’m thrilled to announce that Oxalis Solutions has been awarded a contract under the U.S. Navy’s Seaport Next Generation (Seaport NxG) program! This is a significant milestone for our company, and it reflects our deep commitment to supporting the critical missions of the U.S. Navy.

Navy Seaport NxG Logo

For those unfamiliar, Seaport NxG is the Navy’s primary platform for procuring a wide range of professional support services, spanning engineering, program management, and technical expertise. This contract vehicle streamlines the acquisition process, allowing the Navy to efficiently engage with best-in-class companies like Oxalis to meet their evolving needs.

This win is the culmination of years of dedicated work by our team, building strong relationships with our Navy partners, and consistently delivering impactful solutions. We’ve already had the privilege of supporting the Navy on a number of initiatives, including:

  • Modernizing shipyard operations: Deploying advanced service management solutions like Jira Service Management to improve efficiency and collaboration.
  • Streamlining acquisition processes: Developing custom applications for estimation and bid development, enabling faster and more accurate procurement.
  • Empowering shipboard personnel: Creating mobile applications for test and inspection planning, condition-found reporting, and other essential ship repair and fabrication processes.

We’re incredibly proud of the work we’ve done with the Navy thus far, and we’re excited to expand our partnership through Seaport NxG. This contract opens up new opportunities for us to leverage our expertise in areas like digital transformation, cloud computing, cybersecurity, and data analytics to support the Navy’s mission-critical needs.

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At Oxalis, we believe in the power of collaboration and innovation. We’re committed to bringing our best-in-class solutions and deep understanding of the Navy’s unique requirements to every project we undertake. We’re confident that this partnership will result in even greater success for the Navy and for the nation.

This is an exciting time for Oxalis, and we’re eager to embark on this new chapter in our journey with the U.S. Navy. Stay tuned for more updates on our work with SeaPort NxG!

Want to see how Oxalis can revolutionize your operations with cutting-edge technology tailored for highly regulated industries? Talk to our experts today!