Case Study: Generali scales its service desk with Valiantys and Atlassian

Generali - Customer Case Study

Generali, one of the world’s top insurers, needed a more scalable and structured IT service desk to support rapid growth, improve collaboration, and let external partners connect securely. Working with Valiantys, the company built its ITSM platform on Jira Service Desk and Confluence, alongside Marketplace apps, to replace a fragmented setup with a single streamlined solution.

Valiantys helped Generali implement a CMDB with Insight, automate onboarding and support workflows, add a Confluence service catalog, and improve reporting and user adoption. The result was a branded, user-friendly portal that now supports 3 service desk portals, 72 projects, and over 1,500 tickets per month, while helping Generali improve governance, service quality, and outsourced support operations.

Generali

Erin Collins

Senior Business Support Analyst