Case Study: BAE Systems overhauls service management and saves $1.62M over five years with Jira Software (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a Sydney-based subsidiary of BAE Systems plc and one of the country’s largest defense contractors, was hampered by an outdated IT service management system that IT agents and non-technical employees found difficult to use.

In 2015 the company implemented Jira Service Desk, rolling it out across IT, HR and business improvement in three weeks and driving adoption with internal marketing (posters and even Tim Tam incentives). 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