Case Study: Vice Media Group achieves automated, aligned global IT support and 1‑hour SLAs with Freshservice

Vice Media aligns and automates their global IT support operations with Freshservice

Vice Media Group LLC, a global digital media company with operations in 30+ countries and hubs in New York, Los Angeles and London, faced fragmented, non‑user‑friendly legacy IT platforms and inconsistent ITSM processes and SLAs. Rapid expansion and frequent freelancer onboarding/offboarding created “tribal” knowledge, siloed teams and slow, manual workflows that hurt cross‑team accountability and response times.

Vice standardized and automated its IT support on Freshservice—using Team Huddle, customizable Workflow Automator, an intuitive GUI and built‑in analytics—to consolidate support channels and unify processes. The platform now covers about 80% of IT support operations, automates roughly 80% of routine work, scaled agents from ~20 to ~80, and delivered consistent 1‑hour first‑response SLAs and faster reporting, with plans to onboard the remaining infrastructure teams.

Vice Media Group

Jansen Cinco

Senior Manager for Global IT Support and Operations