IT Service Management is how IT teams manage the end-to-end delivery of services to the organization — from incident response to change management to the service desk. Done right, ITSM brings IT into alignment with business goals, empowers end users, and transforms IT from a support function into a strategic differentiator. Oxalis implements JSM and IFS Service Management for regulated industries that need more than a ticketing system.
Trusted by government agencies, defense contractors, healthcare systems, and maritime operators
ServiceNow, Cherwell, and Remedyforce lock organizations into rigid processes and high licensing costs. Customization requires expensive professional services, and the platform falls further behind with every release cycle.
When incident management, change management, knowledge management, and asset management all live in separate systems, visibility breaks down and teams end up managing spreadsheets instead of managing services.
Self-service only works if users actually use it. Traditional ITSM platforms have notoriously poor user experiences — which means more tickets, not fewer, and an IT team stuck doing work that could be deflected.
High-performing IT organizations need to work like development teams — collaboratively, with fast feedback loops and continuous improvement. ITSM tools built on rigid process frameworks make this harder, not easier.
Regulated industries need documented change management, audit trails, asset tracking, and approval workflows that satisfy FedRAMP, HIPAA, DFARS, and NIST requirements. Most ITSM platforms treat compliance as an add-on.
A tool configured to mirror broken processes is still a broken process. Without structured change management, maturity assessment, and ongoing optimization, ITSM investments underperform.
Atlassian's approach (and Oxalis's) puts the team first. Technology should support how your team works, not impose a rigid process on top of it. We start with a maturity assessment, design workflows around your actual environment, and implement JSM with the six core ITSM practices: service request management, knowledge management, IT asset management, incident management, problem management, and change management.
Platform Partner
Jira Service Management is purpose-built for modern ITSM, and unlike legacy platforms, it's designed to be easy to use, easy to configure, and built for cross-team collaboration. Oxalis implements JSM with ITIL 4-aligned practices tailored to your organization: a clean self-service portal, a structured service catalog, knowledge base integration, SLA configuration, incident and change management workflows, and IT asset tracking.
Platform Partner
For asset-intensive organizations, IT service management doesn't exist in isolation from physical asset management and maintenance operations. Oxalis configures IFS connect IT and operational service delivery, linking service requests to the underlying asset, maintenance history, and field operations layer. This is particularly valuable for shipyards, defense manufacturers, and utilities where IT and operational technology are deeply intertwined.
Professional Services
Successful ITSM starts with an honest assessment of where you are. Oxalis conducts ITSM maturity assessments before implementation, establishing a baseline, identifying the highest-value process gaps, and designing a phased adoption roadmap. We configure JSM around how your teams actually work, provide structured change management and role-specific training, and track adoption after go-live.
Outcomes from Oxalis ITSM implementations across regulated industries.
Implemented Jira Service Management and Confluence across the organization. Conducted an ITSM maturity assessment and improvement roadmap.
TriMet — 55% reduction in incident resolution times after JSM implementation.
Transitioned from end-of-life Cherwell to Jira Service Management, meeting stringent maritime compliance requirements. Success led parent company Titan Acquisition Holdings to extend the rollout to additional shipyards.
Cost savings — eliminated Cherwell licensing overhead
Enhanced compliance — tailored workflows met maritime and defense regulatory standards
Oxalis is an Atlassian Platinum Solution Partner with ITSM specialization across government, maritime, healthcare, and defense. We've stepped in for organizations where compliance, audit trails, and security clearances are non-negotiable.
How Oxalis is evolving the Ship Repair System for the future of naval MRO.
Read the Article
How Oxalis partnered with TriMet over two years to modernize service delivery — a blueprint for regulated operators transforming ITSM.
Read the Article
Tailored MRO technology solutions for the US Naval and commercial market — streamlined operations, NAVSEA-compliant workflows, and audit-ready systems.
Read the Article