AI-Powered Service Management Transformation for a Leading Media Company
Summary
A leading global media-intelligence company modernized its service operations by implementing AI-powered Jira Service Management (JSM). The new JSM platform introduced an AI virtual agent, automated onboarding and offboarding, and streamlined routine service requests. This transformation reduced overall support ticket volume, increased efficiency, and freed teams to focus on higher-value work.
Industry:
Media Company
People:
5000 + Employees
Products:
Jira Service Management
Jira Software
Confluence
Results
40%
Reduction in Overall Ticket Volume
72%
Conversations Handled by Virtual-Agent
27%
Requests Resolved With No Human Involvement
The Challenge
The organization relied on a legacy, costly service management tool alongside disconnected systems, resulting in inconsistent processes and limited visibility into IT operations. Manual requests such as onboarding and offboarding, combined with growing day-to-day support work, drove ticket volumes to nearly 7,000 per month. Without a unified and efficient platform, teams spent significant time on repetitive tasks, making it difficult to deliver timely and consistent support.
The Solution
ANB implemented Jira Service Management using its High-Velocity Accelerators, which combine ITIL-based best practices, Atlassian leading practices, and ANB’s delivery experience across people, process, platform, and data. The solution was designed with automation and AI embedded from the start, including standardized workflows, automated handling of routine requests, and an AI-powered virtual agent. This approach enabled consistent service delivery across the organization and streamlined onboarding and offboarding through rules-driven workflows.
The Results
By implementing AI-powered service capabilities, monthly ticket volumes were reduced by nearly 40%, dropping from around 7,000 to 4,000 tickets. The virtual agent now handles almost 75% of service conversations, significantly easing the workload on human agents.
With manual, repetitive tasks minimized, teams can focus on higher-value initiatives. This transformation has made service operations more scalable and predictable, with improved visibility into metrics, faster response times, and better cross-team collaboration.
Key Outcomes & Benefits
Transforming service operations through intelligent automation
- Reduced overall support demand and improved operational efficiency
- AI-powered virtual agent handling the majority of service interactions, easing the load on human agents
- Elimination of manual and repetitive tasks, allowing teams to focus on higher-value work
- More scalable and predictable service operations with better visibility, faster response times, and stronger cross-team collaboration
Customer Testimonial
The ANB team was highly professional, engaged and delivered on time and within scope. They felt like an extension of our team and consistently brought deep Jira Service Management expertise to every step of the engagement.
Ready to modernize service management and reduce ticket volume?
See how Jira Service Management and ANB’s High-Velocity Accelerators can work for your organization.”
About ANB Technologies
ANB Technologies is an Atlassian Gold Solution Partner and ITSM Specialized Partner with certified experts and years of experience across the Atlassian platform. We help organizations transform enterprise service management (ITSM, ITAM, HRSM), Agile, and DevOps.
To learn more about ANB Technologies Atlassian service offerings, visit our website at: https://www.anbtechnologies.com/atlassian-services/
