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

The Daily Telegraph reaches 2.1M viewers every day with help from JIRA Service Desk

The Daily Telegraph, the UK’s #1 news brand reaching 2.1 million readers daily, faced poor resolution times and a lack of transparency after outsourcing IT service management. The company decided to bring IT operations and its service desk in‑house and needed a service management solution implemented in under three months.

Working with Atlassian partner Valiantys, the Telegraph deployed Jira Service Desk integrated with Jira Software and Confluence, becoming self-sufficient within three months. The rollout cut time to resolution by 66%, reduced call‑waiting time by 50%, boosted customer satisfaction by 140%, and shortened change‑approval from eight days to one, enabling faster collaboration and clear business value.

Telegraph Media Group

Carol Johnson

IT Director