Case Study: Defense Media Activity achieves a 39% IT productivity boost and 10% higher customer satisfaction with Jira Software

Transforming the Department of Defense Public Web service desk with Atlassian

The Defense Media Activity (DMA), a Department of Defense organization that provides web hosting and content management for more than 750 military websites, needed to expand and modernize its Public Web program. Leadership found the existing help desk inadequate and siloed from IT operations and development, preventing the program from meeting its goals.

DMA implemented Jira Software, Jira Service Desk, and Confluence to break down stovepipes, improve communication, and align teams around customer and performance outcomes. Within five weeks and under strict security requirements the service desk was transformed, boosting IT productivity by 39%, increasing customer satisfaction by 10%, and significantly improving internal collaboration.

Defense Media Activity

Leslie Benito

CIO and Director of Technical Services