Modernise Health Operations with JSM

Case Study - Health Agency ITSM Transformation.pdf

How Togetha helped a major national health agency modernise critical operations with a secure, scalable Atlassian Cloud ITSM platform.

Overview

A major Australian Government health organisation responsible for mission-critical, life-saving operations needed to replace its outdated, unsupported on-premise service management system.

With an annual budget exceeding $2B, the organisation required a scalable, secure, cloud-native platform to support:

• Incident response

• Change management

• Asset tracking

• Operational coordination

Togetha was selected for its deep Atlassian Cloud expertise, proven government delivery experience, and collaborative co-delivery model.

Key Challenges

• Legacy ITSM platform no longer supported or maintainable

• Fragmented service processes affecting incident response times

• Manual, inconsistent workflows across teams

• Limited asset visibility and poor integration capability

• Significant staff retraining required due to entrenched legacy tools

• Need for a secure, government-compliant Cloud platform

Why Togetha Was Selected

The organisation selected Togetha for its:

• Expertise in Atlassian Cloud and JSM at scale

• Strong delivery track record with government and regulated environments

• Outcome-focused, agile approach

• Co-delivery model designed to uplift internal capability

Togetha’s Enterprise Solution

Togetha implemented a comprehensive, Cloud-based service management solution aligned with ITIL best practices and government-grade security.

1. ITIL-Aligned Service Management

• Incident, problem, change, and asset management processes

• Configured workflows standardised across teams

2. Deep Integrations with Enterprise Systems

• Microsoft Entra (Azure AD)

• Intune for asset synchronisation

• Additional integrations for user provisioning and governance

3. Workforce Upskilling & Enablement

• Role-based training sessions

• Hands-on workshops

• User guides and operational documentation

4. Ongoing Post-Go-Live Support

• Monthly and annual environment reviews

• Feature enhancements and optimisation

• Ad-hoc coaching via Togetha’s Managed Support Plan

5. Expansion Beyond IT

Togetha continues to support the organisation as it expands Atlassian Cloud usage to:

• Procurement

• Finance

• HR

• Additional corporate teams

The Results

The transformation delivered substantial improvements across service management, digital maturity, and organisational coordination.

Operational Outcomes

• Centralised, streamlined service management replacing fragmented legacy tools

• Faster incident resolution and improved service quality

• Standardised processes across business units

• Significantly improved asset visibility and tracking

• Empowered workforce with strong Cloud literacy and adoption

• Future-ready platform able to scale across the enterprise