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Implementing Jira Service Management and Assets for Lufthansa Technik North America
30
days it took to implement JSM
1,500
satisfied employees
800+
satisfied customers
Project Snapshot
- Lufthansa Technik NA was using multiple third-party tools to manage their IT processes. The systems were not integrated, processes were inconsistent, they didn’t have reporting capabilities, and they were unable to scale to support growth.
- Isos Technology implemented Atlassian JSM, Confluence, and Assets. The tools were up and running in one month due to strong project management and communication
- JSM has enabled Lufthansa Technik NA to standardize and streamline workflows, while providing the flexibility needed to support multiple subsidiaries.
- JSM’s out-of-the-box reporting means Lufthansa Technik NA can measure the volume, type, speed, and quality of work, so they have the insight they need to work more efficiently.
- JSM integrations offer additional efficiencies, including a Confluence knowledge base that enables customers to self-serve, and Insight that streamlines asset management.
- The integrated set of tools has streamlined processes, increased visibility into work, simplified asset management, and improved scalability, resulting in high customer satisfaction ratings.
Case Study
Lufthansa Technik North America (NA) is the leading provider of aircraft maintenance, repair, overhaul, and modification services for civil aircraft, from commercial to VIP and special mission aircraft. The North American group serves as an umbrella organization for three distinct subsidiary companies, comprising more than 1,500 employees. It provides centralized corporate functions for them, including accounting, facilities, human resources, and IT services.
Challenge
Lufthansa Technik NA’s IT team, led by Wesley Morris, Head of IT, Americas, provides full IT services—including hardware and software support, and application development—to each of the organization’s three subsidiary companies. When the team was tasked with taking over regional IT support from another group, they recognized that they would not be able to scale their existing system, which consisted of multiple thirdparty tools, to support new growth.
Working in multiple tools presented challenges for team members—processes weren’t standardized and gathering information meant logging in and out of different systems. They also had no way of getting data out of the different systems, so they didn’t have insight into the volume, type, or quality of work being done. The team needed a single, integrated ecosystem that would enable them to standardize processes, pull reports, and be flexible enough to meet the needs of their three subsidiary clients.
Since their customer base was growing, Lufthansa Technik NA’s IT team also needed a straightforward and consistent way to track hardware and software assets, and manage access to systems. Without the necessary tooling in place, it was challenging to provision new employees, replace obsolete, non-functional hardware, and get the needed approvals to provide users access to systems. It also complicated processes around charging back subsidiaries for costs. They needed a way to streamline asset management and share asset-related data with their clients.
Solution
Lufthansa Technik NA was already using Jira, so they quickly settled on Atlassian tools to support their ecosystem and Jira Service Management (JSM) specifically as a service desk solution. They considered implementing JSM internally, but ultimately decided against it due to a “lightning fast” timeline—they needed to be able to start onboarding regional teams as soon as the software was implemented. Morris and team spoke with several Atlassian partners and identified Isos Technology as their first choice, due to Isos’ strong communication and responsiveness, and because the teams meshed well.
In just one month, Isos Technology implemented JSM, Confluence, and Atlassian Insight for Lufthansa Technik NA. JSM serves as the foundation of the organization’s new, fully integrated IT ecosystem. It’s flexible enough to support the unique needs of each subsidiary, as well as a wide variety of request types. Lufthansa Technik NA uses JSM’s built-in, standard reports to gain insight into the types of issues coming in, how long they take to resolve, and how to allocate resources. For more straightforward requests, customers can use the Confluence knowledge base to self-serve, which allows the IT team to focus on more strategic or complex issues.
Morris refers to Atlassian Assets as the “brains of the operation." The object graph enables them to pull up graphic representation of each individual user’s hardware, software, and peripherals, and easily make an equitable exchange of items if there is a problem. Approvals for new or replacement hardware, new software, and system access are built into the process, and the appropriate parties can even provide approvals directly through email.
Results
Increased visibility/new reporting capabilities: Using JSM’s out-of-the-box reports, Lufthansa Technik NA now has the data they need to measure volume, type, speed, and quality of work, which helps them set and achieve goals, and improve resource allocation.
Streamlined processes: JSM enabled Lufthansa Technik NA to streamline and standardize service desk processes, yet maintain enough flexibility to support the unique needs of each of the three subsidiaries they support.
High customer satisfaction ratings: Lufthansa Technik NA uses JSM’s built-in customer satisfaction survey functionality, and because of the new system, they are receiving average ratings of 4.8 to 5 out of 5 stars.
Improved scalability and extensibility: Not only did JSM enable the organization to immediately begin supporting regional teams, but they are also in the process of implementing service desks for several business teams, including accounting, facilities, and human resources.
Streamlined asset management: Through the use of Assets, tracking and replacing hardware, provisioning employees, and providing access are significantly streamlined, and all approvals are easily managed through email.
"The project was lightning fast, but Isos was great about making sure we were comfortable along the way. They kept us informed about the status of the project and made sure our team was trained to use it properly. It’s truly an example of high velocity IT."
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