Case Study: SickKids Foundation achieves 95% fewer email requests and faster change management with Jira Software

SickKids Foundation transforms lives and saves time with Jira Service Management

SickKids Foundation, a major Toronto-based nonprofit that raised nearly $200M in fiscal 2020 to support the Hospital for Sick Children, was struggling with manual request handling—relying on emails and phone calls that couldn’t scale as fundraising and programs grew. Although they used Jira Software and Confluence, teams couldn’t differentiate request types or manage workflows end-to-end, creating delays and inconsistent tracking across IT and business functions.

Working with Adaptavist, SickKids implemented Jira Service Management Cloud (with Opsgenie and other Atlassian tools), migrated to the cloud, and rolled the service desk out beyond IT to stewardship, brand, and legal teams. The result: streamlined intake and approvals, faster incident response and change control, enabled remote work, and major efficiency gains—over 95% fewer email requests/incidents and more than 80% reduction in time spent in change control meetings.

SickKids

Derek Sutton

Director of Infrastructure and Enterprise Architecture