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

400k

Global employees

80k

Service requests
managed each year

30+Countries connected
through a single
ITSM platform

ISS delivers
spectacular service
at scale with Atlassian
As ISS quadrupled in size over the last 30 years, many new hires brought theirfavorite tools with them, resulting in a growing set of disconnected technologies andoperational roadblocks. 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 hasa single source of truth for IT service management for all employees, vendors, andcustomers around the world, which has helped solve their most pressing challenges
today, while paving the way to continue scaling in the future.

Atlassian Solution Partner

I ND USTRY
Workplace experienceand facility management
LOCATIO N
Berlin, Germany
NUMBER O F US ERS
1,000
SOLUTIO N PARTNER
Aety

ATL ASS I A N P RO D U C T S & A P P SJira Service Management
High-velocity ITSM

Automation for Jira
Data Center

Confluence
Data Center

Queues for Jira Service Management
Manage issues from multiple
projects on a single screen

Jira Software
Data Center

Refined for Jira Service Management
Jira content built on your own
customizable and useful sites

Bitbucket
Data Center

Email This Issue
Email collaborationand email service desk

BambooIntegration andrelease management

For over 100 years, ISS has helped thousands of organizations across theglobe keep their facilities clean, safe, and productive. What started as asmall Danish security company has evolved into a worldwide leader incomprehensive 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, andeverywhere 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 platformsand 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, andvisibility across global teams and vendors, not to mention performance.

  One of the large benefitsof having ITSM andDevelopment on the same
platform is that we cancommunicate seamlessly
without having to spend
time developing tedious

These technological and process transformations
have helped ISS make substantial progress
toward achieving their purpose of “connectingpeople and places to make the world work better”– both inside and out.

A partnership paves the way for progress
When ISS was preparing to upgrade one of theirlegacy facility management software systems,

integrations that need

the opportunity arose to modernize their IT

to be maintained whenprocesses and tools too.

statuses are changed inFacing a huge undertaking, ISS analyzed several

different systems.
KRI STIAN THO MSEN
Partner at Aety

potential solutions, finding that “products fromAtlassian were competitively priced and offereda rich ecosystem that couldn’t be matchedelsewhere,” says Marie Bjørke, Head of IT Service
Management. Next, they reached out to Aety forhelp with implementation. The Atlassian suite’s customizability, easy setup, highavailability, and integrations across the product life cycle would all support ISS’s
process improvements, centralize collaboration for over 400,000 employees andvendors, and create solid infrastructure for future growth.
With Aety by their side, ISS went all in on Atlassian and implemented Jira
Software, Jira Service Management, Bitbucket, Bamboo, and Confluence.
The company was especially excited about Aety’s flexible approach, which would
enable their team to start small and gradually expand.
ISS and Aety began with a small proof of concept for an IT service desk, with
one workflow for service management and one for change management. Mariesays this approach made it easier to test a solution, see its impact, and identify
potential improvements before going further: “Instead of analyzing for months
and months and then trying to implement a huge package, we started small andgot going. Then people began seeing the value and requesting assistance fromus, rather than us pushing it.”Streamlining IT for speed and simplicity
After seeing encouraging results from their proof of concept, ISS and Aety began
expanding Atlassian to address other technology and process pain points. First
up: simplifying IT business management and IT service management.
In an effort to maximize their limited development time and to contain costs, ISSand Aety implemented Jira Software and Jira Service Management to streamline
the process of intaking, prioritizing, and completing IT requests.
Now, whenever a customer reports a technology-related incident through Jira
Service Management, Automation for Jira creates tasks in Jira Software. Whenthe ticket reaches different stages, details are automatically added to the linked
Jira Software ticket, and the customer is notified. This automatic feedback
loop keeps customers informed, instills confidence that their request is being
addressed, and saves staff time providing manual status updates.
“We have been able to reduce the CRITICAL and HIGH incidents greatly, as wehave clear insight to what is going on in the different support teams,” Marie says.
“That way, we can pursue any ticket that might need attention and make sure it
reaches the correct resolution as fast as possible. This has reduced the time toresolution on those incidents from several days to a matter of hours.”

Development, Operations, and vendors come together to deliversmoother, faster service
In addition to saving valuable time, Marie and Aety Partner Kristian Thomsen
say integrating Jira Software and Jira Service Management has helped connect
Development and Operations.
While ISS is still in the process of realizing a comprehensive DevOps practiceand workflow, they’ve begun testing it out with their largest customers. For
these engagements, the company supplies a facility management software
for the customer to invoke service from ISS. The ISS team then uses Jira
Software (integrated with the BigPicture Marketplace app for projectmanagement and project portfolio management) and Jira Service Management
for incident management.

QUALIFY
CODE REVIEWHIGH LEVEL ESTIMATIONPENDING APPROVALPRE APPROVED

ACB APPROVED

ESTIMATE ACCEPTEDHIGH LEVEL DESIGN READYSYSTEM TESTIN QUEUE FOR DEVELOPMENTBUILD REVIEWDEVELOPMENT IN PROGRESSPRE TESTACCEPTANCE TESTQUALITY ASSURANCEREJECTEDPENDING RELEASERELEASEDPRE RELEASEDRESOLVED

ISS’s IT request workflow

If an incident relates to a program defect, ISS links the Jira Service Management
ticket to Jira Software so developers can work on the issue, and a notification
is automatically sent to the Operations agent for awareness andcustomer communication.
“One of the large benefits of having ITSM and Development on the same
platform is that we can communicate seamlessly without having to spend timedeveloping tedious integrations that need to be maintained when statuses arechanged in different systems,” Kristian explains. Marie adds, “The integration
between Jira Service Management and Jira Software has allowed Operations andDevelopment to achieve a better understanding of the workload across teamborders and also support a more structured process, allowing us to efficiently
manage workload and prioritize tasks.” Plus, because comments and work aresynced between Jira Service Management and Jira Software, team members canwork in whichever solution they prefer, and ISS saves on licensing costs.

Integrating these solutions and teams has proven invaluable for streamliningchange management and handling over 80,000 service requests each year,including requests that require multiple vendors (who, in turn, require different
levels of system access) to work together. With Atlassian’s multi-vendor setup,
everyone can collaborate to deliver fast, thorough service as a team and monitor
performance through their own dashboards. Shared systems and dashboards
have also helped ISS’s change managers evolve their practice. Their first
workflow helps reviewers distinguish between standard, normal, emergency,and exception changes; gain additional context to make faster, more informed
decisions; view real-time status updates; and track important metrics such as
deployment velocity. ISS plans to continue building on this workflow to harness
that efficiency even more.
While sharing information has been key for delivering faster, better service,security is still a top priority. Thanks to native functionality and Marketplaceapps like Queues for Jira Service Management, ISS can control stakeholder
permissions. Integrations with Confluence and other Marketplace apps provide
even greater control, plus time savings and visibility across vendors. Forexample, ISS integrated Jira Service Management with Confluence so employees
and vendors can search the knowledge base for answers without ever leaving
Jira Service Management. They’re planning to open this search functionality up tocustomers in the future too.
ISS also uses the Rich Filters app to quickly pull data across many vendors for global
performance management. In addition, using Insight for Jira Service Management
helped the firm’s German office build a configuration management database thatsupports their automation processes and gives the team more control over theirdata. This will enable them to better anticipate the impact of changes to criticalbusiness services and respond to the unexpected faster.

Through every step of implementation and optimization, Aety and Atlassian’s
Advisory Services team have been by ISS’s side. “Aety has been a trusted partnerfrom the very beginning...Having that partnership where advisory is at the center,
flexibility is proven, and trust is mutual has been absolutely key for the success
we have achieved,” Marie says. “Our Advisory Services team have also shortenedthe path to finding solutions and brought value to our team and our business.”

Atlassian supports our processes so we all
work in the same tool, in the same way...Now
we have a single place of truth from which
we can extract data and base our reports. This
provides us with a better overview and a common
understanding throughout the organization.
MARIE BJØRKE
Head of IT Service Management at ISS

ISS’s Change Management Dashboard

Customized for local teams, standardized for global organizations
As ISS empowered their staff to explore new service improvements and leverage
Atlassian to their advantage, teams across ISS started experimenting with thetools. “The transformation sort of initiated organically. People just really needed
to get out of inboxes, Excel sheets, and legacy, siloed knowledge sources,”
Kristian says.
Jira Service Management, in particular, spread quickly as people saw how
much faster and easier it was to have one central catalog where everyone
could request work from other teams, manage dependencies, and collaborate
through resolution.

ISS’s Jira Service Management knowledge base portal, which was customized using Refined for Jira Service Management

For example, while IT was in the process of modernizing their ITSM practices,ISS’s UK Finance team was working on redesigning and restructuring
their processes too. Their suppliers and vendors can now use Jira Service
Management to submit questions on invoices, payments, and more via oneof 22 mailboxes. Messages are automatically forwarded to one handle in Jira
Service Management, which Finance employees use to resolve requests andmanage purchases from procurement to payment.
HR is another group that was inspired to apply ITSM best practices to businessprocesses and transform their workflows with Atlassian. They use Jira Service
Management to onboard internal employees and external contractors each year,
as well as automate tasks like requesting and tracking leave.

Regional teams are taking automations even further. “Germany has a fully
automated flow that integrates with SAP and SCCM,” Marie explains. “People canrequest licenses for software, get approved, then get the software deployed on
their laptop. Hardware ordering is integrated with SAP so they can see if it’sin stock or needs to be ordered. The whole process is handled automaticallyunless it needs approval, which managers can do in Jira.”
To maintain standardization while building out a single, global ITSM solution,
Aety has created a playbook for local solution partners, which includes naming
conventions, how to use add-ons, when to use scripting, and documentation
requirements. This playbook will continue to come in handy as ISS rolls out service
desks to new teams and countries, starting with the U.S., Turkey, and France.

An ITSM solution, helping the world work better
From IT to Finance to HR and more, teams across ISS are embracing enterpriseservice management and Atlassian as more modern, efficient ways of working.
Marie says it’s been a game changer to go from a fragmented toolset to a single
point of contact that can be used globally and locally by employees, vendors,
and customers alike: “Atlassian supports our processes so we all work in thesame tool, in the same way...Now we have a single place of truth from which wecan extract data and base our reports. This provides us with a better overview
and a common understanding throughout the organization.”
Kristian adds that having access to real-time data and visibility across vendors
means ISS can measure performance. From
increasing response time to meet SLAs, tocompleting daily tasks faster, to alleviating  Atlassian fuels process

bottlenecks, the team can see exactly what’s

improvements so it’s easy

going on and make informed improvements.

to mature the process“Atlassian fuels process improvements so it’sand improve the way ISS

easy to mature the process and improve the way
ISS is working,” Kristian says.
Connecting people and places to make the world
better will be an ongoing mission for ISS.

is working.
M A RI E B JØ RK E
Head of IT Service Management at ISS

ISS’s internal service desk

With the help of Atlassian and Aety, the company has made monumental
progress in just a few years, while laying the groundwork needed to deliver thefast, consistent service their team has always been known for, to more people
than ever before.

Transform your service delivery with Atlassian.
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