Case Study: Software AG achieves 24-hour response times and 40+ service desks with Atlassian Confluence

How Software AG built 40+ service desks and slashed response times with Jira Service Management

Software AG, a 4,000‑employee enterprise software and integration provider, needed to replace a legacy, email‑centric on‑prem tool (OTRS) that was manual, inflexible, and couldn’t integrate with the company’s growing toolset. The team sought a centralized, customizable internal service management system to handle organizational complexity, reduce inbox clutter, and speed up support for both IT and business teams.

They implemented Jira Service Management, building 40+ customized IT and business service desks tightly integrated with Confluence, Workday, Azure, and other tools, and adding automations and a knowledge base for self‑service. In 18 months the platform handled 145,000+ requests, cut time to first response to 24 hours, achieved 10% of requests resolved via self‑service, scaled agent capacity by 50% in three months, and delivered faster, more visible, and more productive service across the company.

Software AG

Ilia Dimitrov

Senior Microsoft 365 Automation Engineer