Like many companies, the automotive components manufacturer Hirschvogel faced the challenge of replacing its ageing SAP Solution Manager whilst simultaneously reorganising its IT structure to become internationally aligned and cloud-based. Together with Materna, Hirschvogel has implemented a modern ITSM solution based on Jira Service Management (JSM), which combines both existing ITSM processes and the agile demand organisation within a single platform. The result is a future-proof and scalable solution that optimally combines international collaboration, cloud strategy and increased efficiency.
For over two decades, SAP Solution Manager has been a key tool for IT and support processes in many organisations. However, with the announced end of regular support for version 7.2 in 2027, numerous organisations are now faced with the task of migrating their IT service management processes to modern platforms.
Hirschvogel, too, has so far utilised the ITSM functionalities of Solution Manager. The decision to use it was primarily driven by pragmatism, as the solution was available within the SAP landscape at no additional cost. At the same time, however, it became increasingly clear that the platform was only able to meet the growing demands of a modern IT organisation to a limited extent. Internally, it was regarded as lacking in flexibility and only moderately user-friendly.
In parallel with the tool replacement, Hirschvogel planned a comprehensive reorganisation of the IT department. The aim was to integrate international teams more closely and establish new forms of collaboration. A key component of this was the establishment of a distributed shared service hub for the Smart Factory in Poland. The teams in Demand Management were already working agilely with Jira. The positive experience with the platform quickly led to the idea of mapping IT service management there in future as well.
“With the reorganisation of our IT, we wanted to break down silos and work more closely together internationally. Jira offered us the flexibility and transparency we needed for this – far beyond what was possible with Solution Manager,” says Manuel Schleich, Head of Global IT Business Solutions / Global Smart Factory & Production Solutions at Hirschvogel Holding GmbH.
Against this backdrop, the aim was to tackle several key tasks simultaneously. This included replacing the previous ITSM solution based on SAP Solution Manager – including a partial migration of existing data. At the same time, Hirschvogel pursued a largely greenfield approach to build a future-proof, cloud-based ITSM solution. Furthermore, service management was to be more closely integrated with demand management within a single tool. All these measures also supported the company’s strategic ‘cloud-first’ and internationalisation strategy.
Hirschvogel chose Materna as its implementation and consultancy partner for the project. The decisive factor was the combination of extensive experience in the field of Enterprise Service Management (ESM) and in-depth expertise in the relevant tools. The consultancy approach was particularly compelling: Materna not only provided support with the technical implementation of the new platform, but also guided the strategic and organisational development of the IT department.
Several factors played a key role in the selection process. Jira Service Management stood out above all for its modern SaaS architecture, its high level of integration capability and the ability to map service and demand processes on a single platform. Furthermore, the cloud-based operation promised a significant reduction in operational and maintenance costs. High user acceptance was also a key factor: as many teams were already working with Jira, they were able to quickly find their feet in the new environment and seamlessly continue with existing agile working practices.
Together with Materna, Hirschvogel developed a clear roadmap for the roll-out of the new solution. Technological, organisational and cultural aspects were given equal consideration. The process began with an analysis and design phase, during which requirements were defined, the target architecture was developed and the existing ITSM processes were systematically documented. On this basis, the new platform could be built in a targeted manner. The next step involved the partial migration of ongoing processes – in particular incidents and service requests – from the previous ITSM tool, which was based on SAP Solution Manager.
Building on this, Jira Service Management was implemented and closely integrated with existing Jira instances from Demand Management. At the same time, the project team integrated the new solution into the company’s hybrid system landscape, including through integration with Identity Management and Azure AD. The accompanying training and change management were also key factors in the project’s success. The aim was to involve the international teams at an early stage and prepare them for the new way of working.
With Jira Service Management, Hirschvogel now has a centralised, modern ITSM platform that brings together service requests, incident reports and demand processes within a single system. The new solution creates significantly greater transparency and facilitates collaboration across locations and countries. At the same time, the teams benefit from automated workflows and self-service functions that noticeably speed up many processes.
“The new ITSM platform has taken our international collaboration to a whole new level. Whether in Germany or in the distributed shared service hub IT teams in Poland and India – all teams now work transparently within a single shared system,” summarises technical project manager Nadja Först.
Key improvements include:
Unified tooling: a single system for service and demand processes – greater transparency, fewer media breaks
Cloud First: Elimination of local infrastructure and a significant reduction in maintenance costs
International scalability: Teams in different countries now work on a shared platform
Faster processes: automation and self-service functions speed up ticket processing
Better user experience: High adoption rates thanks to an intuitive interface and agile methods
The introduction of Jira Service Management at Hirschvogel serves as a prime example of how companies can use the replacement of their old ITSM tool – which was based on SAP Solution Manager – as an opportunity for a strategic realignment of their IT.
Materna not only supported Hirschvogel with the implementation, but also laid the foundations for a modern and internationally scalable IT service organisation.
Hirschvogel’s experience shows that making the switch to cloud-based and increasingly AI-supported ITSM solutions at an early stage pays off. Companies benefit from more efficient processes, lower operating costs and a future-proof IT architecture.
Jira Service Management enables reductions in the number of tickets by up to 30 per cent, faster workflows and a significantly higher quality of service – an important step on the path to digital excellence.
Analysis and design phase: Definition of requirements and target architecture, mapping of existing ITSM processes
Partial migration of ongoing processes (incidents, service requests) from the old ITSM tool (based on SAP Solution Manager)
Implementation of Jira Service Management with integration into existing Jira instances (demand management)
Integration into hybrid system landscapes (Identity Management, Azure AD)
Training and change management to help teams across different countries adapt to the new way of working
