[IT Service Management], [Enterprise Service Management], [Jira Service Management], [Service & Support Teams], [Enterprise Teams], [Service Management], [Success Story], [Enterprise], [Service Teams]
From pizza delivery giants to renewable energy innovators, global enterprises are rewriting the rules of service delivery with Jira Service Management. Trusted by over 60,000 customers worldwide, it’s where speed, collaboration, and innovation come together to power high-velocity teams.
About the JSM Customer Stories eBook
The JSM Customer Stories eBook features real-world examples of how companies in industries from retail to finance are transforming their operations. Here’s what’s possible when you unify service management.
Atlassian’s approach to service management
In the era of digital business, AI, and distributed work, teams need more than outdated, siloed ITSM tools. They need a unified platform that accelerates collaboration, reduces complexity, and delivers value fast.
Atlassian’s approach unites development, IT, and business teams on one AI-powered platform, replacing siloed, outdated service management tools. Jira Service Management (JSM) drives high-velocity collaboration, empowering teams to deliver better employee and customer experiences.
By bringing development, IT, and business teams together on a single AI-powered platform, JSM helps organizations deliver faster, collaborate more effectively, and scale service management beyond IT.
Real-world success stories with Jira Service Management
Across industries, organizations are proving that streamlined, AI-powered service management can transform the way teams work. From faster incident response to dramatic cost savings, the following stories demonstrate how enterprises worldwide are leveraging JSM to drive transformation, reduce expenses, and empower their teams to achieve greater success.
🍕Domino’s Pizza Enterprises
Consolidated six tools into one, launched a service catalog in four months, and cut downtime to keep pizzas fresh and on time.
💡ENGIE Mexico
Switched from ServiceNow, saving 67% in licensing costs, automating workflows, and expanding JSM to HR.
🍽️iFood
Reduced incident response from eight minutes to under one, slashed false positive alerts by 88%, and enhanced visibility.
📞Belong
Empowered teams to own both development and support, boosting Mean Time to Acknowledge from 57% to 85% in a month.
🔋NextEra Energy
Expanded JSM to 90+ non-IT teams, cutting service delivery costs by 68% and improving handling speed by 61%.
These are just a few highlights from the dozens of success stories featured in Atlassian’s JSM Customer Stories eBook. Each one shows what’s possible when you replace siloed systems with an AI-powered, unified platform. Want to dive deeper and see more?
The bigger picture
Across all the case studies, some clear patterns emerge:
Significant efficiency improvements
Many teams save over 150 hours monthly thanks to automation.
Major cost reductions
Organizations cut licensing and operational expenses by 60–68% compared to legacy tools.
Accelerated performance
Faster incident responses, quicker change approvals, and shorter time-to-market.
High satisfaction scores
Some teams consistently achieve a 4.9/5 customer satisfaction rating.
Moreover, it’s not just for IT! HR, Marketing, Procurement, Legal, and other departments can also benefit from Jira Service Management to simplify their workflows and get things done faster.
Why it works
Jira Service Management streamlines work by providing a unified platform where teams can manage requests, incidents, and changes. Automation reduces manual effort, while Atlassian Intelligence drives productivity and supports informed decisions. JSM integrates naturally with Jira, Confluence, and Bitbucket, ensuring seamless collaboration and connectivity across all teams and existing tools.
Whether you’re running thousands of retail locations, managing energy infrastructure, or designing the next big app, Jira Service Management provides the speed, flexibility, and cost efficiency modern organizations need.
If you’d like to explore how JSM can work in your environment, please get in touch with us and let’s discuss unlocking high-velocity service management for your teams.
