Case Study: ISS delivers spectacular service at scale with Jira Software

ISS World delivers spectacular service at scale with Atlassian

ISS is a global facilities services leader with about 400,000 employees in 30+ countries that manages roughly 80,000 service requests a year. As the company grew, a patchwork of inboxes, spreadsheets and siloed tools made collaboration, change management and visibility difficult, threatening ISS’s ability to scale and deliver consistent service worldwide.

Working with Atlassian partner Aety, ISS standardized on Atlassian — primarily Jira Service Management, Confluence and Jira Software — plus integrations, automation and a CMDB to centralize workflows and multi‑vendor collaboration. The result is a single source of truth that improved cross‑team visibility, cut critical/high incident resolution from days to hours, automated many request and change processes, and enabled faster, measurable service delivery across the organization.

ISS

Marie Bjørke

Head of IT Service Management