Case Study: The Daily Telegraph achieves faster IT resolution and higher customer satisfaction with Valiantys and Jira Service Desk

Helping The Daily Telegraph reach 2.1 million viewers every day with JIRA

The Daily Telegraph, the UK’s number one news brand, needed to bring its IT service management in-house after struggling with poor resolution times and a lack of transparency under an outsourced model. Valiantys helped the Telegraph move quickly, recommending Jira Service Desk to meet a tight three-month implementation target.

Valiantys implemented Jira Service Desk and integrated it with Jira Software and Confluence to improve collaboration, speed up issue resolution, and create a self-service knowledge base. The results were significant: The Daily Telegraph improved time to resolution by 68%, cut call-waiting time by 67%, increased customer satisfaction by 54%, and reduced change management approvals from eight days to one.

The Daily Telegraph

Carol Johnson

Head of Service Delivery and Operations