For years, the company had struggled with an outdated IT service management system that IT agents and non-technical employees found difficult to use.
In 2015, BAE Systems Australia decided to make the switch to Jira Service Desk. According to Greg Warner, lead of Engineering Tools, they were able to roll out Jira Service Desk within three weeks across IT, HR, and business improvement departments. “It was a successful project not just because of the technology, but also because of the way IT internally marketed the new system,” said Warner. The team marketed the upcoming change by hanging posters around the office and even incentivizing user feedback with Tim Tam chocolate biscuits.
As of July 2015, Warner and his team had fulfilled over 30,000 service requests – and they estimate that Jira Service Desk will save BAE Systems $600,000 by the end of 2015, and over the next five years, will save the company $1.62M.
To learn more about Greg Warner's best practices for successfully implementing Jira Service Desk, watch his presentation at Atlassian Summit.