Case Study: QAD achieves 75% reduction in IT tools and faster, more collaborative ITSM with Jira Software

QAD leverages Atlassian’s solution for ITSM to collaborate and innovate for superior service

QAD, a global leader in manufacturing ERP software, had grown from a small startup into a company serving thousands of customers across 100+ countries. That growth left IT and support teams juggling a costly, complex mix of 16 disparate tools, which scattered data, slowed response times, and made asset and service management difficult to maintain and scale.

Working with Atlassian solution partner Coyote Creek, QAD consolidated onto an integrated Atlassian stack—Jira Service Management with Insight CMDB, Jira Software, Confluence, Bitbucket—and added automation apps like ScriptRunner. The move cut their toolset from 16 to 4 (a 75% reduction), created a single source of truth for customer and asset data, sped collaboration and incident-to-development handoffs, improved SLAs and customer communication, and made the organization easier to scale and continuously improve.

QAD

Jennifer Michael

Service Delivery Projects Team Lead and Senior Project Manager