Case Study: The Telegraph Media Group achieves 66% faster resolution and 140% higher customer satisfaction with Atlassian Jira Service Desk

Telegraph Media Group - Customer Case Study

The Telegraph, a London-based publisher reaching more than 25 million unique users per month, decided to in-source IT service management to address poor resolution times and lack of transparency across the business. Leadership set an ambitious goal to find, build, and implement a service management solution in under three months to improve support and operational visibility.

Working with Atlassian partner Valiantys, The Telegraph implemented Jira Service Desk integrated with Jira Software and Confluence to enable cross-team collaboration and a self-service knowledge base. Within three months the IT team was self-sufficient and delivering measurable improvements: time to resolution improved by 66%, call-waiting time fell 50%, customer satisfaction rose 140%, and change approval time dropped from eight days to one.

Telegraph Media Group

Carol Johnson

IT Director