CUSTOMER CASE STUDY
Bank of Cyprus & Adaptavist
Smarter, Resilient IT Service Management at Scale
80K+
configuration items
80
critical applications
5+
years of continuous transformation
90%
faster audit evidence collection
85%+
trusted CMDB coverage
60%
less time spent on impact analysis and compliance reporting
Executive Summary
Bank of Cyprus, one of Southern Europe’s leading financial institutions, partnered with Adaptavist to modernise its IT service management (ITSM) and configuration management. By leveraging Jira Service Management and Assets, the bank built a governed Configuration Management Database (CMDB) to achieve end-to-end service visibility, audit readiness, and operational resilience under strict regulatory requirements.
Key Business Outcomes & Metrics
Governed via AI Rovo
AI-assisted impact triage, reporting, incident summaries, with human oversight and audit trails
AI-ready service management foundation built on Jira Service Management, Jira, Assets, Rovo, and Teamwork Graph
Connected service visibility
Brings critical services, owners, vendors, dependencies, and controls into one governed view
CMDB model, service hierarchy, asset structure, ownership rules, and regulatory data fields for trusted service data across the Atlassian ecosystem
Regulatory evidence
Supports DORA, NIS2, and EU AI Act evidence needs in EMEA, and broader resilience, risk, control in NA
Faster impact analysis, audit readiness, and clearer accountability
THE TRANSFORMATION
From technology inventory to governed service intelligence
From fragmented asset and application data
To trusted service intelligence across 80,000+ CIs and 80 critical applications
From limited visibility into ownership and dependencies
To connected applications, infrastructure, services and accountable owners
From service workflows without consistent CMDB context
To CMDB-driven incident, change and service workflows with stronger traceability
From disconnected governance and regulatory information
To structured ownership, lifecycle controls and regulatory context built into the data model
From a CMDB supporting today’s operations
To a governed foundation for resilient and AI-enabled service management
Adapt together
Atlassian provides the platform. Adaptavist makes it transformational.
The connected platform
Jira Service Management and Assets provide the core service and CMDB foundation, with Jira, Confluence and emerging Rovo capabilities extending workflow, knowledge and AI-enabled operations.
The transformational expertise
Service architecture, CMDB design, governance, workflow integration, organisational change and financial-services delivery expertise turn platform capability into trusted, usable service intelligence.