The case study showcases The Telegraph's successful transformation in IT service management using Atlassian tools like Jira Service Management, Jira Software, and Confluence. Facing challenges with outsourced IT services, they shifted to an in-house model to enhance resolution times and transparency. Carol Johnson, the IT Director, highlights the seamless integration of Jira Service Management with Jira Software, facilitating collaboration and quicker issue resolution. The integration with Confluence provides a self-service knowledge base, empowering employees to find solutions independently. Within three months, The Telegraph witnessed remarkable improvements: a 66% reduction in resolution time, 50% decrease in call-waiting time, and a 140% increase in customer satisfaction. This success underscores the pivotal role of IT service management in modernizing organizations, enabling rapid value delivery across teams.