Case Study: SickKids Foundation achieves 95% fewer email requests and major time savings with Atlassian Confluence

SickKids Foundation transforms lives and saves time with Jira Service Management

SickKids Foundation, a major Canadian non-profit that raises funds for Toronto’s Hospital for Sick Children, faced growing complexity as fundraising programs expanded. Much of their work was still handled manually via phone and email, and although Jira Software and Confluence were in use, there was no efficient way to differentiate request types or manage intake-to-resolution paths—creating delays and visibility gaps that called for a digital transformation.

Working with Adaptavist, SickKids implemented Jira Service Management Cloud (including Opsgenie) and migrated their Atlassian suite to the cloud, onboarding non‑IT teams with tailored workflows and automated incident/alerting. The results: a 95% drop in email requests and incidents, more than 80% less time spent in change-control meetings (from ~1 hour to 10–15 minutes), faster prioritization and response, seamless remote work enablement, and significant time savings across the organization.

SickKids Foundation

Derek Sutton

Director of Infrastructure and Enterprise Architecture