Case Study: Lanware improves service desk operations with Jira Service Management and Valiantys

How this ISO-certified IT consultancy uses Jira Service Management to implement positive change

Lanware, a specialist IT consultancy and managed private and public cloud provider for the mid-market financial services sector, needed to modernize its service desk as regulatory and security requirements, remote work, and growing operational complexity increased pressure on the business. After evaluating options, the company chose Atlassian Jira Service Management on Data Center with Insight by Atlassian, and turned to Valiantys to handle the migration from Cherwell and the implementation.

Valiantys worked closely with Lanware through detailed requirements gathering, customization planning, training, and a carefully managed go-live, including onsite support in the first week. The result was a highly positive rollout: Lanware reported no major showstoppers, stronger employee adoption, and improved processes, with Jira Service Management becoming the foundation of the company’s tech stack. Since launch, Lanware has logged more than 7,500 issues, with 84% handled by the Service Desk, a 10% increase in issues resolved by that team.

Lanware

Ian Brookes

Services Operations Manager