Case Study: Virgin Media achieves 5x savings and faster, more responsive IT with Atlassian Jira Software

Virgin Media uses JIRA to identify inefficiencies, resulting in company-wide savings

Virgin Media, the UK’s leading cable broadband, TV, and phone provider with 12,000 employees, needed to revitalize its IT systems and eliminate inefficiencies across a large, dispersed organization. A small IT team set out to identify practical, company-wide improvements by observing how applications were used in call centers, retail shops, and on engineer visits.

The team put Jira at the center of a simple program: specialists logged observations in highly customized Jira tickets, triaged and assigned issues, and used built-in reporting to prioritize and quantify fixes. Within a month the pilot resolved 35 issues; after a year the program captured hundreds of opportunities, delivered savings five times the investment, expanded nationally, and improved the company’s perception of IT.

Virgin Media

Nick Good

Head of Technology Efficiency and Field Teams