Case Study: Yale School of Management achieves 57% faster issue resolution and 4.8/5 service satisfaction with Atlassian Confluence

How Yale School of Management meets lofty service expectations in higher education with Atlassian

Yale School of Management (SOM), a graduate business school serving more than a thousand students, faced rising digital-era service expectations as it pursued a goal to be “the most distinctly global” U.S. business school. CIO Ken Wieler found the IT environment fragmented—separate ticketing, project and documentation tools with little visibility or shared knowledge—while student growth and service demand outpaced their ability to respond.

SOM standardized on Atlassian (Jira Software, Jira Service Management, Confluence) with Slack/Zoom integrations and marketplace apps to unify DevOps, Client Services and Media Services. The new platform enabled automated A/V incident workflows, a three-tiered service desk and a public knowledge base, driving a 4.8/5 satisfaction rating, a 57% drop in time-to-resolution, average response time down to two hours (66% improvement), and a 50% reduction in service requests since 2017, while increasing transparency and cross-department adoption.

Yale School of Management

Matt Dell

DevOps Engineer