Migration from Jira to SimpleOne ITSM: the AERODISK experience
Updated at: 18 February 2025
Client:
AERODISK is a Russian manufacturer of innovative solutions in the field of data storage and virtualization systems.
Vendor: SimpleOne is a Russian developer of solutions for automation of service business processes based on its own platform of the same name.
Integrator: Media-Tel LLC (Devoteam Group).
AERODISK, a developer and manufacturer of data storage systems and virtualization solutions, migrated from Jira to a solution from the Russian vendor SimpleOne in order to continue working in the normal mode even after the foreign manufacturer leaves the Russian market.
The SimpleOne solution completely replaced the foreign ITSM system and became a single window to support the company's external clients. The seamless migration project was implemented by the team of the integrator Media-Tel LLC (Devoteam Group) in four months.
## About AERODISK
[AERODISK]() is a Russian manufacturer of innovative solutions in the field of data storage and virtualization systems, including storage systems AERODISK ENGINE, AERODISK Vostok, as well as hyperconverged system AERODISK vAIR. The company's software is suitable for import substitution, registered in Rospatent, Ministry of Industry and Trade and in the register of domestic software.
## Project background
AERODISK develops solutions for its clients in the field of IS, CII and storage. To organize convenient and efficient processes of external customer support (CSM (Customer Service Management)), the company previously used a foreign system Jira.
The company was prompted to search for an alternative solution to migrate from Jira by several factors:
- Jira's withdrawal from the Russian market and the resulting lack of updates and technical support from the vendor;
- lack of sufficient automation functionality, e.g. contract management;
- lack of integration with Bitrix24 and Telegram-bot.
## Choosing an alternative solution to migrate from Jira
When selecting a new solution to automate service business processes, the AERODISK team focused on the following criteria:
- the possibility of seamless migration from a foreign system;
- functionality that is not inferior to Jira, including management of problems, incidents, changes, events, configurations, service levels, service catalogs, knowledge, service requests;
- availability of low-code/no-code tools to customize service processes to meet business needs;
- domestic solution, which is included in the register of domestic software to minimize the risks of vendor withdrawal from the Russian market;
- user-friendly and modern interface with the ability to customize the client portal in accordance with the company's brandbook;
- possibility of integration with Bitrix24 and Telegram-bot;
- scalability, i.e. connection of new users of the system in conditions of active growth of the company and conclusion of new contracts.
"What was important to us was the possibility of seamless data migration, the functionality of the solution, which is not inferior to Jira, the availability of low-code tools for process customization, as well as the possibility of integration with Bitrix24 and a chatbot in Telegram. Based on these criteria, the integrator Media-Tel offered us to migrate to the Russian ITSM system SimpleOne"Vyacheslav Volodkovich Director General of AERODISK
The[SimpleOne ITSM system]() met all the requirements of AERODISK, so after the demonstration, the customer chose the vendor's solution.
## Migration process to SimpleOne ITSM system
For the rapid migration from Jira to the SimpleOne ITSM system, the project started even before the formal signing of the contract. Initially it was planned to prepare the infrastructure and install the solution and only then to start the design.
To speed up the process, the vendor met AERODISK team's needs and provided a SimpleOne stand in its cloud for temporary use. This solution allowed to start the design in parallel with the installation of the solution in the infrastructure.
The system implementation took place in several stages:
- **Stage 1** \- May 2023. Contract conclusion, requirements detailing, solution prototype development, solution deployment in the customer's infrastructure.
- **Stage 2** \- June 2023. Finalization of customized processes, forms, debugging of the solution, setting up integrations with Bitrix24, testing.
- **Stage 3** \- August 2023. Successful launch of the system and customer support portal, start of operation.
Each stage of work was accompanied by training of AERODISK personnel in the new ITSM-system. Thanks to smooth adaptation, the company's specialists can now continue operating and customizing the system independently.
It was planned to implement the project in four months, but thanks to the reduced time for coordination of decisions made, rapid prototyping and requirements adjustment, the project was completed ahead of schedule. Three months later, in early August 2023, the ITSM system was successfully put into operation.
## Project results
As a result of seamless migration to the Russian ITSM system SimpleOne, AERODISK has solved all the set tasks.
- **Flexible customization of the user portal interface.** The portal design corresponds to the AERODISK brandbook. Authorization elements, registration forms, processing requests, surveys for marketing department, links to customer resources, adaptive layout for mobile devices were set up.
- **Customization of different levels of customer service.** There are three levels: Gold, Silver, Bronze. For each of them there are certain channels of interaction, organized processes of work with contracts and so on.
- **Customization of the box solution to meet business requirements.** Due to the flexible architecture of the solution, the system can be constantly customized to meet the business objectives that are relevant at the moment.
- **Control of warranty service terms.** The system automatically notifies clients and partners about approaching contract expiration date, which was previously impossible to realize.
"The SimpleOne platform, on the one hand, provides a large set of low-code tools for fast design, and on the other hand, does not limit the possibility of using pro-code tools where necessary. During the realization of the project for AERODISK we could solve some non-standard tasks with scripts at any time. This was especially relevant when our team was immersed in the topic of controlling the completion dates of AERODISK clients' contracts and subsequent work on their prolongation"Vladimir Lyaleko Director of the IT Service Management Center of Media-Tel LLC
- **Integration with existing systems. **The solution is integrated with the customer's existing systems, such as Active Directory, Bitrix24, mail service. Setting up a chatbot in Telegram allowed AERODISK to promptly respond to incoming customer requests.
"The project with AERODISK has become a vivid example that SimpleOne ITSM system can successfully replace foreign solutions without loss of functionality. Thanks to the pre-configured processes in our "box" and low-code tools, the duration of such projects is often only a few months. Media-Tel team demonstrated high expertise in implementation of SimpleOne solutions and individual approach to solving client's tasks"Sergey Chukanov CEO of SimpleOne
## Plans for system development
After implementation of the SimpleOne system, the AERODISK team plans to further scale the solution and deeper integration with Bitrix24. The integrator Media-Tel LLC (Devoteam Group), for its part, is ready to provide support as needed.