Lufthansa Technik North America Partners with Isos Technology to Implement Jira Service Management

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. They were working in multiple tools which presented challenges for team members—processes weren’t standardized and gathering information meant logging in and out of different systems. 

The Problem

With no way of getting data out of the different systems, Lufthansa Technik NA 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, the 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.

The 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. They 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.

The Results

In just one month after choosing Isos Technology, Isos 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.

Results include:

• Streamlined processes
• Increased visibility/new reporting capabilities 
• Streamlined asset management
• Improved scalability and extensibility
• High customer satisfaction ratings
• And more...

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