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Atlassian + Lufthansa Systems

Consolidating 380 Jira Software projects into one Jira Service Management portal has been a game changer for documenting our knowledge and processes, gaining transparency, and...improving service.

Volker Brunner
Product Delivery Manager

About Lufthansa Systems

Lufthansa Systems GmbH & Co. KG is one of the world’s leading providers of IT services in the airline industry. The company offers its more than 350 aviation customers within and outside the Lufthansa Group with an extensive range of successful products and consulting services.

Industry

Aviation

Location

Europe, Middle East, & Africa


Lufthansa Systems transforms aviation and ITSM with Jira Service Management

Challenge: When the department that managed Lufthansa Systems’ IT service management was sold to another company, the firm had to rebuild their ITSM knowledge and toolset from the ground up.

Solution: Lufthansa Systems added Jira Service Management to their Atlassian platform for IT service management and enterprise service management, creating one central portal for serving both internal and external customers.

Impact: The company is consolidating 380 Jira Software projects into one Jira Service Management portal; documenting processes and knowledge; improving transparency; and better serving 15,000 users around the world.

Digital transformation takes flight

Over the past several decades, the aviation industry has transformed into a digital business where the software behind the scenes is just as critical as the hardware and equipment it powers. No one understands this better than Lufthansa Systems, the IT arm of the world-renowned Lufthansa Group. Lufthansa Systems not only serves its parent company (one of the largest aviation groups in the world), but also almost 350 other airlines.

These airlines count on Lufthansa Systems for consulting, implementation, and management services for critical technologies, including flight planning, scheduling, ticket booking, revenue management, and crew coordination. These systems have historically been managed behind closed doors and mostly managed by IT departments. But today, they’re becoming a competitive advantage for airlines and a critical, cross-functional requirement to avoid major disruptions that can make front-page news, cause enormous losses, and drive passengers away. These are the exact issues Lufthansa Systems is trying to help their customers avoid – and the edge they’re gaining with the help of Atlassian.

Digital transformation takes flight

Over the past several decades, the aviation industry has transformed into a digital business where the software behind the scenes is just as critical as the hardware and equipment it powers. No one understands this better than Lufthansa Systems, the IT arm of the world-renowned Lufthansa Group. Lufthansa Systems not only serves its parent company (one of the largest aviation groups in the world), but also almost 350 other airlines.

These airlines count on Lufthansa Systems for consulting, implementation, and management services for critical technologies, including flight planning, scheduling, ticket booking, revenue management, and crew coordination. These systems have historically been managed behind closed doors and mostly managed by IT departments. But today, they’re becoming a competitive advantage for airlines and a critical, cross-functional requirement to avoid major disruptions that can make front-page news, cause enormous losses, and drive passengers away. These are the exact issues Lufthansa Systems is trying to help their customers avoid – and the edge they’re gaining with the help of Atlassian.

One of the most important arguments for Atlassian’s platform is the flexibility. ServiceNow doesn’t have that flexibility. It works as an ITSM tool and nothing else. But with Jira Service Management, Confluence, and other Atlassian tools, we can do ESM too, like document approvals and license management.”

Volker Brunner
Product Delivery Manager

Over the past several decades, the aviation industry has transformed into a digital business where the software behind the scenes is just as critical as the hardware and equipment it powers. No one understands this better than Lufthansa Systems, the IT arm of the world-renowned Lufthansa Group. Lufthansa Systems not only serves its parent company (one of the largest aviation groups in the world), but also almost 350 other airlines.

These airlines count on Lufthansa Systems for consulting, implementation, and management services for critical technologies, including flight planning, scheduling, ticket booking, revenue management, and crew coordination. These systems have historically been managed behind closed doors and mostly managed by IT departments. But today, they’re becoming a competitive advantage for airlines and a critical, cross-functional requirement to avoid major disruptions that can make front-page news, cause enormous losses, and drive passengers away. These are the exact issues Lufthansa Systems is trying to help their customers avoid – and the edge they’re gaining with the help of Atlassian.

Rebuilding service management with a more flexible, intuitive platform

As an IT consultant, Lufthansa Systems’ service to their internal colleagues and external customers is just as important as their technology. Years ago they had extensive ITSM practices in place, but when the company sold off the department that managed those processes and tools, they had to rebuild.

Since Lufthansa Systems already used Jira Software for software and project management along with Confluence as their company-wide knowledge base, the firm’s Service Management Tooling Team (which spans multiple geographies and disciplines) saw an opportunity: Adding Jira Service Management could help integrate their tools and teams, but also present a new way to package the Atlassian solutions they developed as an offering to their own clients.

However, there was one big challenge: Lufthansa Group was already using ServiceNow for infrastructure-related ITSM processes, and leaders wanted to use that tool at Lufthansa Systems as well. Jira Service Management was already in place at Lufthansa Systems, primarily for IT operations and support for both internal projects and development teams. Knowing that Jira Service Management would be more flexible, extensible, and easier to set up and use for ITSM and enterprise service management (ESM), the Service Management Tooling Team piloted a project to show executives and stakeholders the solution’s potential. “Atlassian's ecosystem is a true enterprise solution. Anything you need, any features you need, you can do with this platform,” says Daniela Wambach, Team Leader of Service Management Tooling.

After seeing the success of Jira Service Management, the team helped roll out the solution for Lufthansa Systems’ and Lufthansa Group’s ITSM and ESM needs, while continuing to use ServiceNow for infrastructure ITSM. The two solutions co-exist throughout Lufthansa Group, with a few interfaces between them such as their CMDB. Whenever the Service Management Tooling Team is asked about the use of multiple tools, they're quick to praise the benefits they've experienced using Jira Service Management.

“One of the most important arguments for Atlassian’s platform is the flexibility. ServiceNow doesn’t have that flexibility. It works as an ITSM tool and nothing else. But with Jira Service Management, Confluence, and other Atlassian tools, we can do ESM too, like document approvals and license management,” says Product Delivery Manager Volker Brunner.

“Another big difference between Jira Service Management and ServiceNow is the ease of general setup and support for the tool,” says Hendrik Hilbig, a Jira Software and Confluence specialist. “We buy the licenses, and everything else can be managed by our team. ServiceNow is much more complex and expensive. It requires more parties, consultants, and agencies. With Jira Service Management, we are much faster with delivery, and feedback from customers is positive.”

Rebuilding service management with a more flexible, intuitive platform

As an IT consultant, Lufthansa Systems’ service to their internal colleagues and external customers is just as important as their technology. Years ago they had extensive ITSM practices in place, but when the company sold off the department that managed those processes and tools, they had to rebuild.

Since Lufthansa Systems already used Jira Software for software and project management along with Confluence as their company-wide knowledge base, the firm’s Service Management Tooling Team (which spans multiple geographies and disciplines) saw an opportunity: Adding Jira Service Management could help integrate their tools and teams, but also present a new way to package the Atlassian solutions they developed as an offering to their own clients.

However, there was one big challenge: Lufthansa Group was already using ServiceNow for infrastructure-related ITSM processes, and leaders wanted to use that tool at Lufthansa Systems as well. Jira Service Management was already in place at Lufthansa Systems, primarily for IT operations and support for both internal projects and development teams. Knowing that Jira Service Management would be more flexible, extensible, and easier to set up and use for ITSM and enterprise service management (ESM), the Service Management Tooling Team piloted a project to show executives and stakeholders the solution’s potential. “Atlassian's ecosystem is a true enterprise solution. Anything you need, any features you need, you can do with this platform,” says Daniela Wambach, Team Leader of Service Management Tooling.

After seeing the success of Jira Service Management, the team helped roll out the solution for Lufthansa Systems’ and Lufthansa Group’s ITSM and ESM needs, while continuing to use ServiceNow for infrastructure ITSM. The two solutions co-exist throughout Lufthansa Group, with a few interfaces between them such as their CMDB. Whenever the Service Management Tooling Team is asked about the use of multiple tools, they're quick to praise the benefits they've experienced using Jira Service Management.

“One of the most important arguments for Atlassian’s platform is the flexibility. ServiceNow doesn’t have that flexibility. It works as an ITSM tool and nothing else. But with Jira Service Management, Confluence, and other Atlassian tools, we can do ESM too, like document approvals and license management,” says Product Delivery Manager Volker Brunner.

“Another big difference between Jira Service Management and ServiceNow is the ease of general setup and support for the tool,” says Hendrik Hilbig, a Jira Software and Confluence specialist. “We buy the licenses, and everything else can be managed by our team. ServiceNow is much more complex and expensive. It requires more parties, consultants, and agencies. With Jira Service Management, we are much faster with delivery, and feedback from customers is positive.”

One of the most important arguments for Atlassian’s platform is the flexibility. ServiceNow doesn’t have that flexibility. It works as an ITSM tool and nothing else. But with Jira Service Management, Confluence, and other Atlassian tools, we can do ESM too, like document approvals and license management.”

Volker Brunner
Product Delivery Manager

Rebuilding service management with a more flexible, intuitive platform

As an IT consultant, Lufthansa Systems’ service to their internal colleagues and external customers is just as important as their technology. Years ago they had extensive ITSM practices in place, but when the company sold off the department that managed those processes and tools, they had to rebuild.

Since Lufthansa Systems already used Jira Software for software and project management along with Confluence as their company-wide knowledge base, the firm’s Service Management Tooling Team (which spans multiple geographies and disciplines) saw an opportunity: Adding Jira Service Management could help integrate their tools and teams, but also present a new way to package the Atlassian solutions they developed as an offering to their own clients.

However, there was one big challenge: Lufthansa Group was already using ServiceNow for infrastructure-related ITSM processes, and leaders wanted to use that tool at Lufthansa Systems as well. Jira Service Management was already in place at Lufthansa Systems, primarily for IT operations and support for both internal projects and development teams. Knowing that Jira Service Management would be more flexible, extensible, and easier to set up and use for ITSM and enterprise service management (ESM), the Service Management Tooling Team piloted a project to show executives and stakeholders the solution’s potential. “Atlassian's ecosystem is a true enterprise solution. Anything you need, any features you need, you can do with this platform,” says Daniela Wambach, Team Leader of Service Management Tooling.

After seeing the success of Jira Service Management, the team helped roll out the solution for Lufthansa Systems’ and Lufthansa Group’s ITSM and ESM needs, while continuing to use ServiceNow for infrastructure ITSM. The two solutions co-exist throughout Lufthansa Group, with a few interfaces between them such as their CMDB. Whenever the Service Management Tooling Team is asked about the use of multiple tools, they're quick to praise the benefits they've experienced using Jira Service Management.

“One of the most important arguments for Atlassian’s platform is the flexibility. ServiceNow doesn’t have that flexibility. It works as an ITSM tool and nothing else. But with Jira Service Management, Confluence, and other Atlassian tools, we can do ESM too, like document approvals and license management,” says Product Delivery Manager Volker Brunner.

“Another big difference between Jira Service Management and ServiceNow is the ease of general setup and support for the tool,” says Hendrik Hilbig, a Jira Software and Confluence specialist. “We buy the licenses, and everything else can be managed by our team. ServiceNow is much more complex and expensive. It requires more parties, consultants, and agencies. With Jira Service Management, we are much faster with delivery, and feedback from customers is positive.”

Rebuilding service management with a more flexible, intuitive platform

As an IT consultant, Lufthansa Systems’ service to their internal colleagues and external customers is just as important as their technology. Years ago they had extensive ITSM practices in place, but when the company sold off the department that managed those processes and tools, they had to rebuild.

Since Lufthansa Systems already used Jira Software for software and project management along with Confluence as their company-wide knowledge base, the firm’s Service Management Tooling Team (which spans multiple geographies and disciplines) saw an opportunity: Adding Jira Service Management could help integrate their tools and teams, but also present a new way to package the Atlassian solutions they developed as an offering to their own clients.

However, there was one big challenge: Lufthansa Group was already using ServiceNow for infrastructure-related ITSM processes, and leaders wanted to use that tool at Lufthansa Systems as well. Jira Service Management was already in place at Lufthansa Systems, primarily for IT operations and support for both internal projects and development teams. Knowing that Jira Service Management would be more flexible, extensible, and easier to set up and use for ITSM and enterprise service management (ESM), the Service Management Tooling Team piloted a project to show executives and stakeholders the solution’s potential. “Atlassian's ecosystem is a true enterprise solution. Anything you need, any features you need, you can do with this platform,” says Daniela Wambach, Team Leader of Service Management Tooling.

After seeing the success of Jira Service Management, the team helped roll out the solution for Lufthansa Systems’ and Lufthansa Group’s ITSM and ESM needs, while continuing to use ServiceNow for infrastructure ITSM. The two solutions co-exist throughout Lufthansa Group, with a few interfaces between them such as their CMDB. Whenever the Service Management Tooling Team is asked about the use of multiple tools, they're quick to praise the benefits they've experienced using Jira Service Management.

“One of the most important arguments for Atlassian’s platform is the flexibility. ServiceNow doesn’t have that flexibility. It works as an ITSM tool and nothing else. But with Jira Service Management, Confluence, and other Atlassian tools, we can do ESM too, like document approvals and license management,” says Product Delivery Manager Volker Brunner.

“Another big difference between Jira Service Management and ServiceNow is the ease of general setup and support for the tool,” says Hendrik Hilbig, a Jira Software and Confluence specialist. “We buy the licenses, and everything else can be managed by our team. ServiceNow is much more complex and expensive. It requires more parties, consultants, and agencies. With Jira Service Management, we are much faster with delivery, and feedback from customers is positive.”

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