# How Exodigo moved 500 employees off Jira Service Management and onto agents

_Exodigo · 2026-07-15_

**Topics:** ITSM, Access Management, Onboarding & Offboarding

Exodigo maps the underground without digging. Its 13-person IT organization supports close to 500 employees, around 300 SaaS applications and a fleet that runs from MacBooks to rugged field laptops. In February 2026 it migrated 5,500 historical tickets and cut over from a Jira Service Management portal to Harmony in a single day.

## Results

- **97%** - of tickets resolved within SLA, across 4,900+ tickets since go-live
- **1 in 3** - employee conversations resolved with no ticket opened
- **5,500** - Jira Service Management tickets migrated before a one-day cutover
- **6 desks** - on one platform, from IT and Systems to R&D and Automations

## At a glance

- **Industry:** Subsurface mapping and infrastructure technology
- **Headquarters:** Israel, with teams in the US and the UK
- **Workforce:** Close to 500 employees, including field crews
- **IT team:** 13 people across helpdesk in Israel and the US, systems, SecOps and DevOps, led by Oren Ben Ibghei, Head of IT
- **Where employees ask:** Slack, the self-service portal, email
- **Connected context:** Microsoft Entra ID, Intune, Jamf, Apple Business Manager, Microsoft 365, Microsoft Defender, Confluence, Jira, HiBob and Shapes (HRIS), Torii, Slack
- **Replaced:** A Jira Service Management portal that was never connected to Slack
- **Beyond IT:** An R&D field-support desk, built on the group's own Slack history and Confluence

## The challenge: a portal nobody wanted to open

Exodigo ran its service desk on a Jira Service Management portal that was never connected to Slack. Employees were pushed to the portal or to email, and the Slack help channel, in the words of the helpdesk lead, "is not useful." Reporting depended on one team member who produced every report by hand, and when he was drafted to the army the reporting left with him. Technicians had no view of their own queue.

What Oren Ben Ibghei wanted was the opposite of a monthly report. "For me, a dashboard is something live, not something that shows me what happened 30 days later," he says.

Harmony's analysis of roughly 6,500 historical tickets showed the shape of the work. Application access requests were the single largest category, followed by monitor and display issues, password resets, Android work-profile setup, onboarding and offboarding, and BitLocker recovery.

Around the service desk sat a second problem: about 300 applications managed through Torii, hundreds of hours of hand-built workflows for renewals, license reclamation and spend alerts, and approvals still flowing as ad hoc Slack and email messages.

## Why Harmony: two buttons, not a chat window

Oren had one design principle for anything AI-driven that would face his users. "I've been in the field for so many years. I know the people and they have no patience. So if we want to give them a solution that is AI driven, it has to be very small, very simple to understand." His brief for the Slack bot was two buttons: it worked, or open a ticket. "Simplicity is the name of the game."

He also wanted a platform, not another point tool. Exodigo signed as a design partner with the intent to consolidate service desk, asset management, SaaS management and approvals over time. "We're here like a family. It's a design partner. We're not some customer. We want the success of both sides."

Before go-live, Oren asked for a production reference from a company of similar size that had also left Jira Service Management, and got one.

## Deployment: a one-day cutover, treated as an event

Onboarding started in late September 2025, with Entra ID SSO, Intune, Apple Business Manager and Confluence connected in the first session. Over the following months the team added Slack, Torii, HiBob and email intake, split the IT desk into Israel and US teams with location-based routing, and configured SLAs against Israeli business hours and holidays.

Harmony migrated 5,500 Jira Service Management tickets in January 2026. Exodigo and Harmony held on-site working sessions ahead of the cutover, and Oren treated the launch as an event: a company-wide announcement, the portal pushed to the desktop and mobile device catalogs, and printed signs in the elevators. "It's an event," he said. Email intake for end users was switched off and Jira Service Management stopped taking new tickets on February 5, 2026.

One decision at launch shaped everything after it. Oren made resolution notes mandatory before a ticket can be closed or moved between desks, so the AI learns from what technicians actually did.

> Harmony came to us just in time. It sees what the technicians actually wrote and learns from it for the next tickets, so every ticket we close makes the next one faster.
>
> - Oren Ben Ibghei, Head of IT, Exodigo

## The results

Since go-live Exodigo has handled more than 4,900 tickets in Harmony, about 150 a week, across Slack, email and the portal. 97% were resolved within SLA. Three days after cutover the helpdesk lead shared a live dashboard fed by Harmony data showing a 9-minute first response time and 88% CSAT. Sampled recent resolved tickets carry 5 out of 5 survey ratings.

> Now it is like looking at the car: it tells you immediately what's your speed, how much fuel you have. That is what I wanted for years, and Harmony gave it to us in the first week.
>
> - Oren Ben Ibghei, Head of IT, Exodigo

### Deflection climbing, week over week

Across all conversations since tracking began in June, 27% ended without a ticket. In the five most recent full weeks that figure was 32%, and the peak week reached 39%.

### What now runs without a technician

Application access requests, the top ticket type, go through an agent with per-application approval policies and provisioning through Entra groups. Password and MFA resets, BitLocker key retrieval, device restart reminders and temporary admin access all run as Harmony agents, as does a custom agent that disables Entra accounts after 40 days without a sign-in. A single HRIS-to-IdP sync agent replaced multiple Torii flows. When the team asked the assistant for a list of unused licenses, the helpdesk lead called it "a real game changer."

### A second desk, outside IT

In March 2026 the R&D field-support group, which had been tracking one-line Hebrew requests from field operations across Slack and PagerDuty, started evaluating a desk of its own. After the first working session, Shachar Czitron, who leads QA and automations, said: "I thought there would be things that I would have to let go of, but I still haven't found those. It's just excellent. It saves a lot of time and effort for me." By May the R&D desk was live, with a knowledge base built from the group's Slack history and Confluence answering field questions.

## What's next

Exodigo is working to consolidate SaaS management into Harmony, bringing contracts, renewals and license reclamation onto the same platform that already sees every access request. Oren also plans to turn on approval workflows across the board, for licenses and purchasing alike, to end the "approve this for me" messages in Slack and email.

> With Harmony we live in a world of agents, not in the old world of "send me a report." There is a real opportunity here to unify two products into one winning product.
>
> - Oren Ben Ibghei, Head of IT, Exodigo