ISS Global ITSM Solution

Imagine implementing an IT service that supports offices, multiple departments and teams in more than 30 countries. This is exactly what ISS achieved using Jira, Jira Service Desk and Refined. ISS turned to Atlassian Solution Partners Aety who recommended Jira, Jira Service Desk and Refined. We interviewed Shane Kristiansen, Senior Consultant from Aety and Marie Björke, the Head of IT Service Management from ISS. Marie is responsible for the new Global Service Desk and leads the recently introduced ITSM team.

Now we have a tool (Jira Service Desk and Refined) to support our global applications and to provide processes globally, across infrastructure and application layers. More importantly, we are now able to provide a global set of processes to our countries for IT services.

– Marie Björke, ISS World Services.

About ISS

ISS is a leading workplace experience and facility management company. In partnership with customers, ISS drives the engagement and well-being of people, minimises the impact on the environment, and protects and maintains property. ISS brings all of this to life through a unique combination of data, insight and service excellence at offices, factories, airports, hospitals and other locations across the globe. In 2019, ISS Group’s global revenue amounted to DKK 78.6 billion. For more information on the ISS Group, visit issworld.com.

Industry: Workplace and Facility Management Services (FS)

Locations:  Head office in Denmark. Offices in more than 30 countries.

No. of employees: Approx. 500.000

Refined products in use: Refined for Jira Data Center

No. of employees using Refined: Roughly 1000 users (1000 user license)

About Aety – Platinum Solution Partners

Aety is a Copenhagen (Denmark) based consultancy with hands-on experience helping large enterprises, both public and private, to implement, configure, and customize Atlassian products. Aety creates optimal conditions for effective task/portfolio/service management and knowledge sharing. They deliver solutions across core business units and IT-departments.

Background to the ISS Project

The team behind this project are from the Application Development and Maintenance Services department of ISS Group. They are responsible for development and support for ISS global applications. Within this department they formed a new IT Service Management (ITSM) team who were responsible for support across global applications and the different service management processes. These processes included Incident Management, Change Management, and Problem Management. Until 2019, ISS didn’t have a global service management tool which meant they had no overview of how they were doing. Jira Service Desk was the chosen tool to meet this need.

The Goal

Until ISS introduced Jira, Jira Service Desk and Refined, they didn’t have a global service management tool. They felt the growing need for a tool they could use not only on a country basis, but also on a global scale supporting multiple departments. ISS set out to provide support not only to IT, but also to finance, HR and Information Security.

“When we implemented Jira in ISS, we were really looking for a tool we could use globally and one that could work as an integrated ISS product.”

Marie Björke, ISS World Services. 

We asked Shane why they chose to go with Refined for Jira:

“As good and powerful a tool as Jira is, it also has a very technical user interface with limited options in terms of branding and design. Thus, it can be quite confusing if you are not used to navigating in these kinds of systems. A lot of our end-users are non-IT-professionals, so we have been looking for an easy-to-use, application that also provides us with the possibility of creating sites for our Service Desk with a higher degree of customizable design and branding options, with a better user interface and UX.”

– Shane Kristiansen, Aety

The Solution

The end solution for ISS was a Global Service Desk serving numerous ISS departments and offices globally. Using Jira Service Desk and Refined, ISS built an ITSM tool providing seamless support to IT, finance, HR and Information Security teams (to name a few). Their Global Service Desk enables support for global applications and provides a way of sharing knowledge and processes to these many departments across the world.

“Now we have a tool (Jira Service Desk and Refined) to support our global applications and to provide processes globally, across infrastructure and application layers. More importantly, we are now able to provide a global set of processes to our countries for IT services.”

– Marie Björke, ISS World Services.

In order to provide IT service for different users in many countries ISS restricted viewing based on the user groups. This is a feature of Refined called view permissions that allow you to restrict and define which users or user group see what content. Permissions can be added on portals, categories and site levels, as well as on content within a page. In the case of ISS, the users were grouped according to country. So when logging into the Global Service Desk users would only see their respective service desk from the front page. E.g., Someone from the office headquarters will see HQ IT Support.

“User tests have shown that in our new design, the end users find it easy to engage with and access the content that we would like for them to be exposed to.”

– Shane Kristiansen, Aety.

ISS structured their Global Service Desk according to three levels. They had the main ‘global’ content collected on the front page, IT support categories according to country and multiple service desk portals organized into each country category. E.g., Swedish Local IT Support was a category restricted to Swedish users and containing multiple service desk portals.

The Result

ISS and Aety successfully launched the Global Service Desk in 2019. By integrating Jira, Jira Service Desk and Refined into their global support solution ISS ces is now able to provide IT support to multiple departments, and share knowledge from one system to another across numerous countries. The results have been promising so far:

“User tests have shown that in our new design, the end users find it easy to engage with and access the content that we would like for them to be exposed to.” – Shane Kristiansen, Aety.

Refined for Jira is available on Cloud, Server and Data Center. Try it for free from the Atlassian Marketplace.