Case Study: QAD streamlines IT service management and improves collaboration with Praecipio and Atlassian

QAD Leverages Atlassian's Solution for ITSM to Collaborate and Innovate for Superior Service

QAD, a global manufacturing ERP leader, faced rising costs and complexity from using 16 disparate IT tools to support its service delivery. This fragmented system hindered productivity and collaboration. To achieve a more efficient and integrated IT service management (ITSM) practice aligned with ITIL, they sought a new solution. They chose to implement Atlassian's Jira Service Management and Atlas sian Assets, working with the vendor Praecipio for the implementation.

Praecipio helped QAD consolidate its toolset from 16 down to 5, establishing the Atlassian products as the backbone of their ITSM. The new integrated system, featuring a centralized CMDB with Atlas sian Assets, provided a single source of truth for customer and asset data. This greatly improved visibility, streamlined collaboration between IT and development teams, and enabled faster, more efficient service. The solution empowered QAD to provide superior, customized customer support and positioned them for continued growth.

QAD

Jennifer Michael

Service Delivery Projects Team Lead and Senior Project Manager