How iFood Uses Jira Service Management To Track And Resolve Major Incidents Faster

iFood, Brazil's top food delivery company, faced incident management challenges as they grew. They adopted Jira Service Management to tackle slow response times, poor visibility, and inefficient collaboration.

Key improvements:
• Slack integration with Jira for trackable incidents
• Central request portal
• Integration with monitoring and alerting tools
• 24/7 on-call policies

Results:
• Reduced weekday response time from 8 minutes to 1 minute
• Improved visibility and metrics
• Better post-incident documentation
• Enhanced stakeholder communication

iFood now efficiently manages over 28,000 monthly tickets, showcasing how Jira Service Management streamlines operations and improves incident resolution.

Vendor:: Atlassian
Posted:: Mar 7, 2025
Published:: Mar 7, 2025
Format:: PDF
Type:: Case Study

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