Case Study: Defense Media Activity achieves 39% IT productivity increase and 10% higher customer satisfaction with Atlassian

Transforming the Department of Defense Public Web service desk with Atlassian

The Defense Media Activity (DMA), part of the U.S. Department of Defense and operator of the Public Web hosting and content management program for more than 750 military websites worldwide, faced a critical service-delivery problem: its help desk was limited, siloed from IT operations and development, and unable to support the program’s growth goals. Leadership concluded in 2014 that the existing system could not scale or integrate the teams needed to improve performance and customer service.

DMA deployed Jira Software, Jira Service Desk, and Confluence to break down stovepipes, open communication between teams, and shift to a customer- and performance-focused operation. Within five weeks—and meeting strict security requirements—the service desk was transformed, yielding a 39% increase in IT productivity, a 10% rise in customer satisfaction, and markedly better internal collaboration.

Defense Media Activity

Leslie Benito

Chief Information Officer & Director of Technical Services