Case Study: ISS achieves centralized ITSM and faster incident resolution with Atlassian Confluence

ISS World delivers spectacular service at scale with Atlassian

ISS, a 100+-year‑old global leader in workplace and facility management with ~400,000 employees and operations in 30+ countries, was struggling with fragmented tools and processes as it scaled—teams relied on inboxes, Excel and legacy systems, causing silos, slow incident resolution and poor cross‑team collaboration while managing ~80,000 service requests a year.

Working with Atlassian Solution Partner Aety, ISS standardized on the Atlassian platform (Jira Service Management, Jira Software, Confluence, Bitbucket, Bamboo and automation apps), starting with a small proof of concept and expanding to enterprise ITSM and multi‑vendor workflows. The integrated solution created a single source of truth, automated request-to-development handoffs, centralized knowledge, and tightened change management—reducing critical/high incident resolution from days to hours, improving SLA performance and visibility, and enabling faster, standardized service delivery at scale.

ISS

Marie Bjørke

Head of IT Service Management