Case Study: Defense Media Activity transforms Public Web service desk and boosts IT productivity 39% with Atlassian Confluence

Transforming the Department of Defense Public Web service desk with Atlassian

The Defense Media Activity (DMA), part of the U.S. Department of Defense that provides web hosting and content management for more than 750 military websites, needed to expand and improve its Public Web program. By September 2014 leadership concluded the existing help-desk system and lack of integration between IT operations and development teams would prevent that growth, so DMA sought a single solution to remove stovepipes and streamline service delivery.

DMA implemented Jira Software, Jira Service Desk, and Confluence to open communication lines, improve cross-team collaboration, and move to a customer- and performance-focused operation. Under strict security requirements, the service desk was transformed in five weeks, boosting IT productivity by 39%, increasing customer satisfaction by 10%, and significantly improving internal visibility and collaboration.

Defense Media Activity

Leslie Benito

Chief Information Officer & Director of Technical Services