Case Study: BAE Systems achieves rapid service-management overhaul and $600K first-year savings with Atlassian Jira Service Desk

BAE Systems Overhauls Service Management with JIRA Service Desk

BAE Systems Australia, a Sydney-based subsidiary of BAE Systems plc and one of the country’s largest defense contractors, faced years of frustration with an outdated IT service management system that both IT agents and non-technical employees found difficult to use.

In 2015 the company replaced the legacy tool with Jira Service Desk (supported by Jira Software and Confluence), rolling it out in three weeks across IT, HR and business improvement and using internal marketing (posters and even Tim Tam incentives) to drive adoption. By July 2015 the team had fulfilled over 30,000 service requests and projected savings of $600,000 that year and $1.62M over five years.

BAE Systems

Greg Warner

Stream Lead, Information System