Reaching 25 million unique users a month

The Telegraph reaches more than 25 million unique users per month through its newspapers, mobile apps, website, and magazines.

The Telegraph had previously outsourced IT service management. “We were suffering from poor resolution times and lack of transparency,” says Carol Johnson, IT Director at The Telegraph Media Group. The company decided to move its IT Operations and service desk in-house.

“We had to find a service management solution, build and implement it in under three months. I felt that was impossible,” says Johnson.

Carol turned to Valiantys, a leading Atlassian Solution Partner, who recommended Jira Service Management. Together, Valiantys and Carol’s team implemented Jira Service Management, and within three months, the IT team was up and running, self-sufficient, and delivering improved support to customers.

By integrating Jira Service Management with Jira Software, the IT and Software Development teams are able to collaborate more often and solve problems faster. The IT team also integrates Jira Service Management with Confluence to provide a self-service knowledge base where employees can search and find solutions to frequently raised issues.

"With Jira Service Management, we can move at the speed of the industry, support our customers, and deliver real business value." says Carol.

Within three months of the rollout, IT improved its time to resolution by 66%, reduced call-waiting time by 50%, and increased customer satisfaction by 140%. They were also able to reduce their change management approval process from eight days to one day.