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ISS + Atlassian

People just really needed to get out of inboxes, Excel sheets, and legacy, siloed knowledge sources.”

400

Global employees

80

Service requests managed each year

30

Countries connected through a single ITSM platform


ISS World delivers spectacular service at scale with Atlassian

As ISS quadrupled in size over the last 30 years, many new hires brought their favorite tools with them, resulting in a growing set of disconnected technologies and operational roadblocks. With the help of technical consultant and Atlassian Solution Partner Aety, the company standardized onto Atlassian and embraced the latest ITSM practices for request, incident, and change management. Now, ISS has a single source of truth for IT service management for all employees, vendors, and customers around the globe, which has helped the team provide consistent service and an exceptional experience, while paving the way to continue scaling in the future. 

With the help of technical consultant and Atlassian Solution Partner Aety, ISS discovered the answer to these questions: IT service management supported by the Atlassian platform. By standardizing onto Atlassian and embracing the latest ITSM practices for request, incident, and change management, ISS now has a single source of truth for IT service management for all employees, vendors, and customers around the world, which has helped solve their most pressing challenges today, while paving the way to continue scaling in the future. 

For over 100 years, ISS World has helped thousands of organizations across the globe keep their facilities clean, safe, and productive. What started as a small Danish security company has evolved into a worldwide leader in comprehensive facility solutions, with almost half a million employees serving over 60,000 customers. 

Over the years, ISS has earned a reputation for outstanding service that’s consistent from Copenhagen to Kuala Lumpur, Australia to Argentina, and everywhere in between. But as the company expanded its teams and toolsets over the last two decades in particular, it became more difficult to collaborate across departments, stay aligned, and deliver on their promises. The platforms and practices that ISS had adopted over the last 20 years would need to evolve to continue scaling for the next 20 and beyond. 

After turning to Aety for guidance, ISS centralized onto Jira Service Management as a unified, global system to support the team’s collaboration, documentation, and service request management. Since implementing Jira Service Management along with Confluence, Jira Software, and Bitbucket, the firm has seen noticeable improvements in efficiency, teamwork, and visibility across global teams and vendors, not to mention performance. These technological and process transformations have helped ISS make substantial progress toward achieving their purpose of “connecting people and places to make the world work better” – both inside and out. 

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