Case Study: BAE Systems achieves $600K annual savings and modernized service management with Atlassian's Jira Service Desk

BAE Systems overhauls service management with JIRA Service Desk

BAE Systems Australia, a major defense contractor, was hampered by an outdated IT service management system that IT agents and non-technical staff found difficult to use, reducing efficiency across IT and business teams.

In 2015 the company migrated to Jira Service Desk (with Jira Software and Confluence), rolling it out across IT, HR and business improvement in three weeks while using internal marketing and incentives to drive adoption. By July 2015 the team had handled 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