Case Study: Yale School of Management achieves 66% faster response times and 57% faster resolution times with Jira Software

How Yale School of Management meets lofty service expectations in higher education with Atlassian

Yale School of Management, a graduate business school in New Haven serving over a thousand students, faced rising consumer expectations for fast, modern service across its campuses and global programs. With a 33-person IT team and CIO Ken Wieler driving change, the school needed to modernize support, expand high‑tech experiences, and build a more customer‑centric IT culture.

Yale SOM implemented Atlassian tools — Confluence as a knowledge hub plus Jira Service Desk and Jira Software, integrated with Slack and Zoom and supported by marketplace apps — to streamline requests and collaboration. The result: average response time fell 66%, time to resolution dropped 57%, user satisfaction rose to 4.8/5, and the school gained greater transparency, accountability and a reputation as a trailblazer in higher education IT.

Yale School of Management

Ken Wieler

Chief Information Officer