Case Study: Telegraph Media Group achieves 66% faster resolution and 140% higher customer satisfaction with Jira Software

The Daily Telegraph Reaches 2.1M Viewers Every Day With Help From JIRA Service Desk

The Telegraph, a news publisher reaching more than 25 million unique users per month across print, web and apps, decided to in-source its IT service management after poor resolution times and lack of transparency from an outsourced provider. The IT director tasked the team with finding and implementing a new service management solution in under three months to regain control and improve support.

Working with Atlassian partner Valiantys, The Telegraph implemented Jira Service Management integrated with Jira Software and Confluence for a self-service knowledge base. Within three months the in-house team was operational, improving time to resolution by 66%, cutting call-waiting time by 50%, boosting customer satisfaction by 140%, and shortening change-approval from eight days to one.

Telegraph Media Group

Carol Johnson

IT Director