Case Study: Defense Media Activity achieves 39% IT productivity gains and 10% customer satisfaction increase with Atlassian Jira Service Desk

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 worldwide, needed to expand and improve its Public Web program but was held back by a fragmented help desk and no integration between IT operations and development teams. Leadership concluded in 2014 that the existing system couldn’t meet program goals and sought a single solution to eliminate stovepipes and improve service delivery.

DMA implemented Jira Software, Jira Service Desk, and Confluence to streamline communication, break down silos, and shift to a customer- and performance-focused operation. Within five weeks—and under strict security requirements—the new system transformed the service desk, increasing IT productivity by 39%, boosting customer satisfaction by 10%, and markedly improving internal collaboration.

Defense Media Activity

Leslie Benito

CIO and Director of Technical Services