How Software AG built 40+ service desks and slashed response times with Jira Service Management
How Software AG built 40+ service desks and slashed response times with Jira Service Management
8 PagesSoftware AG improved service delivery and efficiency by adopting Jira Service Management across IT and business teams, building over 40 service desks to handle growing demand. In just 18 months, the system managed 145,000 requests and incidents, while enabling faster and more consistent support. Response times significantly improved, with agents now replying within 24 hours compared to delays of weeks with the previous system. Additionally, 10% of tickets are resolved through self-service, reducing workload and enhancing user experience. Overall, the platform increased productivity, streamlined operations, and delivered faster, more reliable customer support.
