Ace Hardware, one of the largest retailer-owned cooperatives in the world, undertook a major modernization effort to unify its ITSM practices, standardize processes across business units, and elevate the service experience for thousands of employees and store owners. This session walks attendees through Ace Hardware’s transformation journey: from evaluating legacy platforms to designing and deploying a scalable ITSM solution on Jira Service Management.

The Ace team will share how they reimagined their service catalog, automated back-office workflows, improved visibility across teams, and deployed structured governance to maintain quality without slowing innovation. Through real-world examples, attendees will hear lessons learned, pitfalls to avoid, and practical tips for executing a successful Jira Service Management implementation in a complex enterprise environment. Platinum Partner, StrataCom, will join to provide additional insights into enterprise Jira Service Management implementation considerations.

Whether your organization is planning a migration, expanding Jira Service Management adoption, or looking for strategies to mature your ITSM program, this session provides actionable insights you can bring back to your team.

Key takeaways:

• Evaluate and choose the right ITSM platform for your organization
• Design an integrated ITSM ecosystem with Assets at the center
• See how to standardize workflows for requests, changes, and releases at scale