In 2015 BAE Systems implemented JIRA Service Desk for 4,700 staff and 250 agents across IT, human resources and business improvement. But a successful project isn't just about technology – that's actually the easy part! Since this affected every employee at every level, they had to nail the people, process, and internal marketing, too. JIRA Service Desk is saving BAE Systems $600,000 this year and $1.62m over 5 years. Join Greg Warner as he takes you through the journey from the initial pitch to ongoing support, and highlights what your team needs to know for a successful implementation.

1. From Go to Whoa
How to make a difference with JIRA
Service Desk
GREG WARNER• LEAD, ENGINEERING TOOLS • BAE SYSTEMS • @SABRE1817

2. Agenda
Where we were
What we did
What we would improve
Results

5. $85,000Yearly license cost

6. Does this sound like
you?

7. Photo: https://www.flickr.com/photos/mcgraths/818268767

9. So we went to market
“It will be
expensive to
change the
ticketing system”
“The system isn’t
broken”
“What are our
requirements?”

11. Trusted
Innovative
Bold

12. Your role is to provide
the best outcome.

14. How hard can it be?

15. What do you really need?

19. 5 Sprints

21. Market the change.

30. Department Champions
You can’t get to everyone.
Demonstrate Early
Give people access to feel and touch
it.
Use the system early
Use the system to elicit feedback so
agents get a feel for the customer
experience.
What went
well?

31. Brief HR more often
HR is not a project based
department.
Brief I.T. on features
I.T. want to know which feature is in
each sprint.
Automated testing
You will need testing in place or you
will impact the organization.
What about
next time?

32. Go-live date
Make your go-live date BEFORE
training.
Consistent statuses
Use consistent statuses across I.T.
and HR to prevent customer
confusion.
Confirm HR use cases
Have HR demonstrate what they
mean.
What about
next time?
(cont.)

33. Single Sign On is
Important
Reduce friction for your customers
Change Control
Remove customer confusion
Continuous
Improvement
Now make small continuous gains
What else is
important?

34. 4700End users

35. 250 agents

36. 3 weeksComplete transition

37. 30,000Service Requests Fulfilled
Since July

38. Thank F*** , so much easier to do business!
with you guys now!
“
”

39. We are set up for an improvement in our
service delivery that couldn’t be achieved
before!
“
”

40. $105,000Total implementation cost.

41. 0The number of extra people
we had to employ.

42. $200Total yearly ongoing agent cost.

43. The Australian Service Desk has halved its
size in the last 2 years yet has maintained
service resolution times and increased
customer satisfaction.!
“
”

44. GREG WARNER• LEAD, ENGINEERING TOOLS • BAE SYSTEMS • @SABRE1817
Thank you!