Software for Australian Businesses FAQ

Introduction

As pressure for government spending grows, federal agencies in Australia are looking for cost-effective ways to modernize their software platforms. Legacy software platforms create operational inefficiencies and challenges in maintaining, supporting, and securing the IT environment. This article explores the need for modernization and highlights the benefits of investing in integrable service management solutions. It also provides examples of organizations that have already achieved fast returns through software modernization.

The Cost of Legacy Systems

Contrary to expectations, remaining on a legacy system is not a cost-effective solution. The Auditor-General of South Australia reports that three-quarters of licensed applications in its top 18 organizations are over a decade old. This reliance on legacy applications costs South Australia $18.9 million per year. To avoid these costs, Australia has the opportunity to invest in integrable service management solutions that can scale with future needs and provide short-term returns through accelerated onboarding.

Fast Returns through Modernization

BAE Systems Australia

BAE Systems Australia, one of the largest defense contractors in Australia, experienced operational challenges due to its convoluted and outdated service management solution. The legacy software was costing the company over $85,000 per year in licensing fees. To address this issue, BAE Systems Australia implemented Jira Service Management, a customizable and automation-driven solution. Within three weeks, the company rolled out Jira Service Management across IT, HR, and business improvement departments. The savings from eliminating licensing fees and avoiding the need for increased headcount amounted to $600,000 in the first year and an estimated $1.62 million over the next five years.

Space Force

When the United States established Space Force, the new military branch inherited legacy service management tools from the Department of Defense (DoD). These tools initially met the DoD’s security requirements but were not scalable for the unique needs of Space Force. To address this, Space Force adopted a solution proposed by Contegix, leveraging Jira Software, Confluence, and Jira Service Management. This solution met the strict security requirements and was implemented within six months. Space Force experienced significant time savings, with one squadron alone saving 120 hours per week, and the overall branch experiencing a 70% increase in launch tempo.

Defense Media Activity (DMA)

The USA’s Defense Media Activity (DMA) agency faced limitations with its legacy service management tools while attempting to evolve its offerings through a new Public Web program. The outdated tools could not integrate with IT operations and development teams, hindering progress. DMA implemented Jira Software, Jira Service Management, and Confluence within five weeks, meeting military-grade security requirements. The upgrade increased productivity by 39% and improved customer satisfaction by 10%.

Harnessing Enterprise Service Management (ESM)

While Jira Service Management is commonly categorized as an IT service management tool, it can be extended beyond IT to support various departments such as HR, facilities, marketing, finance, and sales. This extension is known as Enterprise Service Management (ESM). By using Jira Service Management across the organization, employees are empowered through self-service portals and service desks, enabling digital transformation and providing enterprise-wide visibility. Automation handles repetitive work, allowing employees to focus on more critical tasks. Atlassian’s Jira Service Management offers highly customizable and integrable features to support ESM.

Introducing ITIL 4

ITIL (Information Technology Infrastructure Library) is a set of processes developed by the British government in the 1980s to align IT services with business strategy. ITIL has evolved over time, and ITIL 4, introduced in 2019, embraces agile and DevOps methodologies. Jira Service Management incorporates ITIL 4 principles, helping organizations operate flexibly and deliver best-in-class service across teams. By leveraging ITIL 4 through Jira Service Management, government agencies can simplify operations, focus on value, and consider culture, business goals, and stakeholders.

The Future of Service Management

Legacy service management tools often hinder progress due to their outdated design. Organizations are seeking modern solutions that are transparent about investment and returns. Jira Service Management, with its continuously evolving features, offers a modern approach to service management. Over 45,000 customers, including Lufthansa, Sony Music Publishing, and The Very Group, have leveraged Jira Service Management for service management at scale. From incident management to service request management, Jira Service Management redefines IT service management.

To experience the future of service management, Atlassian offers a free trial of Jira Service Management. This trial provides a modern approach to service management across teams, empowering employees and driving digital transformation.

Conclusion

Modernizing software platforms is crucial for Australian businesses, particularly federal agencies facing pressure for cost-effective solutions. Legacy systems create operational inefficiencies and challenges in maintaining, supporting, and securing the IT environment. By investing in integrable service management solutions like Jira Service Management, organizations can achieve fast returns and long-term savings. Examples from organizations like BAE Systems Australia, Space Force, and DMA highlight the benefits of modernization. By embracing Enterprise Service Management and leveraging ITIL 4 principles, businesses can simplify operations, improve productivity, and deliver value across teams. The future of service management lies in modern, customizable, and integrable solutions like Jira Service Management.