Case Study: Hy-Vee achieves faster ITSM and 100+ downtime hours saved with Jira Software

Hy-Vee advanced ITSM and saved 100+ downtime hours per year with Jira Service Management Cloud

Hy-Vee, the supermarket chain, needed a better way to support its digital transformation and modernize IT service management, especially for tracking incidents, changes, and knowledge more effectively. Using Jira Software’s Jira Service Management Cloud, Hy-Vee replaced email-based tracking with a more structured system to improve consistency, visibility, and reporting across support operations.

Jira Software helped Hy-Vee implement incident, major incident, change, and knowledge management processes, along with better forms and monitoring. As a result, Hy-Vee now manages more than 130,000 tickets annually, improves escalation response times, and proactively identifies equipment issues; the company also reports saving 100+ downtime hours per year with Jira Service Management Cloud.

Hy-Vee

Christa Nitchals

Director of Support Services